Senior IT Support Officer

UNSW; Canberra; Presencial; AUD 92.000 - 108.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working options

Descripción de la vacante

UNSW Canberra is seeking a Senior IT Support Officer to join the Client Services Team in Canberra. You will provide second-level IT support to staff, students and external customers, and serve as a knowledgeable contact for Service Desk inquiries.

The role includes escalating complex incidents, contributing to IT service management, and may perform first-level support when needed. Full-time with broadband levels 5/6, 17% super, and leave loading.

Formación

• Certificate or higher in IT/related field; experience in IT service desk or client services.
• ITIL framework understanding with limited practice.
• Able to work in a proactive team delivering high-quality services.
• Strong communication to explain technical concepts to non-technical staff.

Responsabilidades

• Provide second-level IT support and act as escalation point for complex incidents.
• Support IT Service Management framework and maintain high service quality.
• May perform first-level support duties when demand is high.
• Collaborate with first-level staff and mentor junior IT staff (Level 6).
• Report to CSS Team Leader.

Conocimientos

ITIL framework

Team player

Communication skills

Prioritisation

Client interactions

High-volume environment

Ability to explain technical concepts

Educación

Certificate or higher in IT/service desk

Degree or higher in IT (Level 6)

Descripción del empleo

This Job is based in Australia

Senior IT Support Officer, UNSW Canberra

Employment type: Full-time (35 hours pw)

Duration: Continuing

Remuneration: Broadband levels 5/6. Level 5 from $92,265 / Level 6 from $108,021 + leave loading+17% super

Location: UNSW Canberra,

Work rights: We do not offer visa sponsorship this position. You must be an Australian citizen in order to apply.

About UNSW Canberra

University of New South Wales (UNSW) in Canberra has multiple locations in the Nation’s Capital.

UNSW Canberra distinguishes itself from other institutions by its commitment to being thoughtful, practical, and purposeful in all endeavours. This combined approach is integral to the university's impact and contributes to its recognition as Australia’s #1 university, one of the top 20 universities globally, as well as a proud member of Australia's esteemed Group of Eight. Choosing a career at UNSW means embracing an environment where thriving, facing challenges, and engaging in meaningful work are not just encouraged but integral to the university experience. If you seek a career where you can excel and contribute meaningfully, you've found the right place.

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.

Why Your Role Matters

The role of the Client Support Services (CSS) Team is to support the ICTS operations and its services to the UNSW Canberra community.

Under the direction of the Team leader, the Senior IT Support Officer position provides IT support and assistance to our staff, students and external customers and is a knowledgeable point of contact for Service Desk enquiries.

The role encompasses providing second-level support and is a point of escalation for more complex incidents and requests. The position may also perform first-level support duties when service demand is high, or team capacity is limited. The incumbent is required to support the IT Service Management framework and to maintain exceptional service to clients.

This position will report to the CSS Team Leader and does not have any direct reports.

Skills And Experience

Level 5

• Certificate or higher in a relevant area of study and/or experience working within an IT Service Desk or client service environment, preferably in a large organisation with a high volume of work throughput.
• Demonstrated understanding of the Information Technology Infrastructure Library (ITIL) framework with limited experience practising and/or implementing ITIL best practices.
• Demonstrated capacity and willingness to work as a member of a proactive team dedicated to delivering high-quality services to clients.
• Ability to communicate (both verbal and written) at all levels politely and professionally; including the ability to explain technical concepts to non-technical staff in easily understood terms
• Ability to prioritise and manage competing deadlines and workloads in a high-volume environment.
• Demonstrated ability to handle difficult client interactions while maintaining a high level of client satisfaction, in an IT environment.

Level 6

• Degree or higher in a relevant area of study and/or extensive experience working within an IT Service Desk or client service environment, preferably in a large organisation with a high volume of work output.
• Demonstrated ability to resolve more complex IT issues independently and effectively within policy frameworks.
• Experience as a point of escalation within a service management framework and interacting effectively with first-level or client-facing support staff to collaboratively resolve tickets. Experience with mentoring and assisting junior IT staff.
• Demonstrated understanding of project management methodologies (Agile, Waterfall etc).
• Demonstrated commitment to continual service improvement activities.

Benefits And Culture

UNSW is committed to helping staff balance work-life responsibilities, by providing access to high-quality services, facilities, and flexible work and leave arrangements.

• Flexible working options (work from home, flexible hours etc)
• Additional three days leave during December festive period
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% superannuation contributions, additional leave-loading payments and salary sacrifice
• Free gym access
• UNSW-wide strategy to focus on Healthy Body, Healthy Mind, Healthy Places and Healthy Culture.

You can learn more about our Benefits and Culture at Lifestyle & Benefits UNSW

Eligibility

The University reserves the right not to proceed with any appointment.

As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.

Get In Touch

For role-related queries please contact:

Damien Wriedt - Client Services Team Leader

[e-mail]

For Recruitment Process-related Queries Please Contact

Holly Whale – Talent Acquisition Partner

[e-mail]

Applications cannot be accepted if sent directly to the contact listed.

Find out more about the lifestyle and benefits when working with UNSW

For further information about UNSW Canberra, please visit: UNSW Canberra

For further information on living in Canberra, please visit: Living in Canberra

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.