Job no: Multiple Positions Available
Location: Parkville
Role type: Full-time; Continuing
Department: Client Services
Salary: UOM 5 - $79,961 - $91,844 p.a. plus 17% super

• Deliver exceptional customer service and support to meet Service Levels and KPIs
• Opportunity to enhance domain knowledge and broaden understanding of Business Services, while gaining hands-on experience in resolving service issues and requests
• Brilliant benefits and a flexible hybrid work environment! 

About the Role
This role will report to the Service Delivery lead, ensures top-notch customer service and assists in meeting Service Levels and KPIs. With moderate domain knowledge, they handle service issues and requests, resolving incidents up to 2nd level or escalating when necessary to maintain customer satisfaction.

Your responsibilities will include:

• Efficiently manage and prioritise support tickets, ensuring prompt resolution and action
• Provide immediate assistance to users through various support channels, including walk-up support
• Foster a positive work environment, promote innovation, and contribute to knowledge bases for continuous improvement

Who we are looking for
You will have experience in maintenance and facilities, with strong communication and customer service skills. The ability to work independently and collaboratively across diverse domains within a large organisation is highly regarded.

You will also have:

• Undergraduate qualifications in a relevant disciple or equivalent mix of education and relevant experience
• Agile Methodologies or relevant experience

For further information regarding responsibilities and requirements please refer to the attached PD.

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 Kim Groizard at hr-careers@unimelb.edu.au, 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.

If you have any questions regarding the recruitment process, please feel free to contact Alex Spezza 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.