Position Numbers: 0064572 & 0064573
Location: Parkville
Role type: Full-time & Part-time (Fixed Term 12 months); Continuing (2 Positions Available)
Department: Business Services
Salary: UOM 5 – $83,159 – $95,518 p.a. plus 17% super
- Provide exceptional customer service by managing and resolving 1st and 2nd level service issues and requests, ensuring service levels and KPIs are met, and escalating complex issues as required.
- Opportunity to thrive in a dynamic team environment with broad exposure to business services, fostering both technical and customer service excellence.
- Brilliant benefits and a flexible hybrid work environment!
About the Role
We have great full-time and part-time opportunities available where you will be working under general guidance, the roles require moderate domain knowledge and a broad understanding of the services offered by Business Services. The Consultant will manage a personal workload, ensuring client-reported service issues and requests are logged, handled, and resolved promptly and accurately.
Your responsibilities will include:
- Manage tickets efficiently and accurately, handling all assigned or customer-received jobs, including diagnosis, classification, prioritisation, and resolution of support tickets.
- Deliver immediate support to academic staff, professionals, students, and external stakeholders through various channels, including phone, portal, webchat, in-person, and escalations from Service Delivery Senior Consultants.
- Provide on-site assistance at the COOP Walk-In Centre, receptions, and Tech Bar.
- Build and maintain strong working relationships across COOP teams and support staff, while mentoring and training peers, casual staff, and trainees within Service Delivery Teams.
Who we are looking for
We’re looking for people who will uphold the Business Services Values by prioritising the University's best interests (University First), delivering exceptional service through ownership and exceeding expectations (Service Excellence), and fostering collaboration and strong workplace relationships (One Team).
You will also have:
- Undergraduate qualifications in a relevant disciple or equivalent mix of education and relevant experience. Canvas experience desirable.
- Previous experience in a Service Centre or in-person support role within a large, complex organisation.
- Domain-specific expertise in Canvas or a related area of specialisation.
- Extensive experience in a service operations environment within a large, complex organisation.
- Experience in Network/Telephony, providing support for the physical network as well as local and mobile telephony systems
For further information regarding responsibilities and requirements please refer to the attached PD.
This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.
Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.
Your new team – Business Services
Business Services provides a full range of class leading information technology, facilities management, finance, HR and health and safety services to all operating entities of the University.
What we offer you!
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits page!
The University of Melbourne
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website and stay connected with our stories and people on LinkedIn.
Be yourself
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity. First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion page.
We are dedicated to ensuring barrier free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".
Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.
For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring
Join Us!
If you feel this role is right for you, please apply with the following documents:
- Resume
- Cover Letter outlining your interest and experience
Please note that you are not required to respond to the selection criteria in the Position Description.
Please ensure that you apply through the Apply Now button at the bottom of this advertisement. However, if you have any questions regarding the recruitment process, please feel free to contact Mick Powar via email at hr-careers@unimelb.edu.au, ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.
If you have any particular questions regarding the job please follow the contact details listed on the Position Description.
Position Description: 0064572 & 0065473 - Service Delivery Consultant PD.pdf
Position Description
