Service Support

Apply now Job no:528901
Work type:Full-time
Location:Melbourne – Burwood
Categories:Information Technology

• Based at our Melbourne, Burwood Campus
• Full-time and Continuing
• HEW 6 $85,588 – $92,428 + 17% Superannuation

Service Support provides technical support and fault diagnosis and resolution relating to end user computing services to all staff and students at the University and external parties who host events on University campuses.

With significant technical IT support skills this position will ensure any issues or requests reported are resolved within the agreed service level timeframes as well as resolving any ICT incidents and service requests to restore affected business services as soon as possible.

This role acts as the technical liaison for University commercially run events as well as providing priority ICT support to university executives.

Your key responsibilities will include:

• Provide technical support, fault diagnosis and/or resolution within Teaching and Learning Spaces, meeting rooms, labs, mobile devices and workstations within the Deakin MOE’. (Manage Operating Environment)
• Develop and review technical standards and procedures for the university’s digital and end user computing environments
• Provide specialist technical advice and support, including root cause analysis and resolution of desktop problems
• Promote technical solutions to modernise Service Management work practices and ensure alignment with Deakin’s strategic direction
• Plan and prioritises work and critical activities appropriately and recognise barriers to achieving outcomes, finds effective ways to deal with them and evaluates progress
• Evaluate new end user computing hardware, develop new testing processes, and updating relevant documentation.
• Build new and productive relationships with a diverse range of potential students, stakeholders, or key and influential individuals both inside and outside the University

To be successful, you’ll have:

• Tertiary degree in Computer Science or Information Technology, or an equivalent combination of relevant experience and training
• Information Technology Infrastructure Library (ITIL) Service Management Essentials certification
• Significant experience in supporting PCs and MACs both hardware and software
• Significant experience in customer engagement and delivering support and advice services
• Accreditation in one or more industry certifications such as: Microsoft or Apple
• Experience working in a university environment *Desirable
• Experience in the use of enterprise service management application ServiceNow *Desirable

Applications for this position close on 13 Oct 2022. Please note this role is only open to current casual, fixed-term and ongoing staff of Deakin university.

SPECIAL REQUIREMENTS

• Infrequent work outside business hours is required (e.g., work at evening or weekend events is required)
• Working with Children Check (refer to Recruitment Procedure)

Successful applicants will need to comply with vaccination mandates imposed by the relevant state/territory government. Applicants who attend third-party sites to undertake University activities will also be required to comply with any other directions or requirements in place at the third-party location.

Please submit your updated resume and a short cover letter outlining your skills and experience for this role.

For a confidential discussion regarding this position, please contact Kristopher Brennan, Delivery Manager at kristopher.brennan@deakin.edu.au

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.