Service Centre Officer

We are seeking a technically skilled Service Centre Officer to join our Digital Workplace Experience (DWX) team within Information Technology. Reporting to the Service Centre Team Leader, you will deliver exceptional customer service while engaging effectively with stakeholders to understand and resolve their technology issues at the first point of contact.

In this technical support role, you will provide phone support, using your technical expertise to resolve issues over the phone and through other channels. You will address daily problems, fulfill requests, and ensure a seamless experience for the Swinburne Community.

You will play a key role in optimizing incident resolution and identifying opportunities for continuous improvement in service delivery, collaborating with IT support teams across the DWX portfolio.

We are looking for someone with a strong technical foundation who is committed to first-point resolution, customer satisfaction, and delivering service excellence.

About You
To be suitable for this role you will need to have experience in the below key accountabilities:

• Excellent oral and written communication skills, including the ability to communicate information to technical and non-technical stakeholders
• Demonstrable customer focus bias with a track record for delivering service improvements with an emphasis on Service Excellence
• Excellent stakeholder relationship management skills, including the ability to interact, influence, and manage expectations
• Demonstrable technical skills in the maintenance and support of IT Technologies including Hardware, End User Software and Audio-Visual equipment

Further information about this role can be found in the attached position description.

Qualifications
A degree level qualification in information technology, information systems, or equivalent

About Swinburne University of Technology
Swinburne Horizon 2025 draws upon our understanding of future challenges. With this new strategic plan, we choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research, so that:

• Every Swinburne learner gets a work experience
• Every Swinburne graduate gets a job
• Every Swinburne partner gets a tech solution
• Swinburne is the prototype of global best practice

The achievement of our 2025 moon shots depends on our capacity to work collectively, always, as One Swinburne.

To Apply
Please submit your CV and cover letter addressing your suitability for this position.

To review the Position Description and to apply, please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please contact the Swinburne Talent Acquisition Team on [email protected] .

Applications Close: Wednesday 22nd Jan 2025, 11pm

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion
Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

We support applicants with disabilities. Adjustments can be requested at any time during the recruitment process. For Reasonable Adjustment requests, including accessible formats for the PD, application form or any other document, please contact at [email protected] or call +61 3 9214 3550.

Victoria’s Commitment to Action: Improving international student employment outcomes.
As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.

As a Circle Back Initiative Employer, we commit to responding to every applicant. #LI-SW