Casual Service Desk Advisor - Frontline IT Support

RMIT University Vietnam; Melbourne; Sur place; AUD 39 000 - 55 000; Plein temps

Résumé du poste

RMIT University in Melbourne seeks a casual Service Connect Advisor to deliver frontline customer service for routine enquiries. You will resolve issues at first contact where possible, using established procedures and knowledge resources, across multiple contact channels.

The role requires a customer-centric mindset, clear communication, and the ability to escalate more complex issues to senior colleagues or resolver groups. Casual hours and variable start times apply.

Qualifications

• Demonstrated customer service experience in a contact centre or help desk.
• Strong customer-centric mindset with respectful, timely, helpful service.
• Ability to clarify needs, gather information and follow procedures.
• Ability to provide accurate information across channels (phone, web chat, email).
• Recognise when to escalate and refer to senior staff.
• Ability to report knowledge gaps and non-standard issues to supervisors.
• Capable of collaborating with colleagues to ensure consistent customer experience.
• Work with minimal supervision in a fast-paced environment.

Responsabilités

• Provide frontline customer service and support for routine enquiries.
• Aim to resolve enquiries at first contact using established procedures.
• Take ownership of customer enquiries and provide clear information.
• Escalate to senior team members or resolver groups when needed.

Connaissances

Customer service

Communication

Problem solving

Multichannel support

Team collaboration

Adaptability

Outils

ServiceNow

Workday

ADP Payroll

Ticketing tools

Description du poste

RMIT University in Melbourne seeks a casual Service Connect Advisor to deliver frontline customer service for routine enquiries. You will resolve issues at first contact where possible, using established procedures and knowledge resources, across multiple contact channels.

The role requires a customer-centric mindset, clear communication, and the ability to escalate more complex issues to senior colleagues or resolver groups. Casual hours and variable start times apply.