IT Client Support Officer

Sydney, Australia
04 Oct 2017
End of advertisement period
18 Oct 2017
Contract Type
Fixed Term
Full Time

Macquarie is the university of pioneering minds. Globally recognised as one of Australia's leading research universities, Macquarie is a place where extraordinary new possibilities come to light. We've helped people to hear, introduced wireless internet technology to the world and broken through traditional boundaries by appointing Australia's first female vice-chancellor.

At Macquarie you'll join a vibrant community of diverse perspectives, all working towards a brighter future for our communities and our planet. Surrounded by beautiful parkland campus, our students and staff are free to explore and discover, supported by facilities including a high-tech library, private teaching hospital, gym and pools, childcare facilities, a campus train station and the newly expanded Macquarie Centre shopping complex next door. 

The Library Technology Services (LTS) department provides strategic, operational and tactical support to Library stakeholders for the effective provision of ICT systems and services. The department works in partnership with Library staff, Central IT and internal & external stakeholders and vendors for the effective provision of technology based solutions that support the needs of the Library.

The Role

The LTS department is currently seeking a suitably qualified IT Client Support Officer for the IT Operations Team. Working in this role, you will provide high-quality, client-centred services and support for the Library’s Information Technology infrastructure, equipment and services; deliver frontline services to the department’s stakeholders & clients in helpdesk and field support services; escalate incidents and queries to internal teams and/or external stakeholders as required to ensure a seamless service offering to the client.

The role will also be required to be part of, and contribute and support, several key project initiatives. These projects are key to ensuring continued high-quality IT service offerings are provided to clients while improving the service offering from the department. The successful candidate will be an individual who has a strong ability to troubleshoot and diagnose IT related issues, strong customer service approach to engage with team members and stakeholders, and highly self-motivated & driven to deliver valuable experience to our clients and continuously improving the client experience.

Selection Criteria

To be considered for this position, please submit an updated CV, and address the selection criteria below and attach as a separate document in the application process:

  • Degree in Computer Science or relevant discipline and/or equivalent experience
  • Knowledge and skills in IT troubleshooting processes, approaches and tools
  • Knowledge and skills in using a range of Microsoft and Linux based products
  • Demonstrated skills in working in a helpdesk team providing frontline IT support to a diverse range of clients and customers
  • Demonstrated skills in IT fault & problem diagnostics using a variety of tools, processes and approaches
  • Demonstrated ability to communicate effectively to build relationships with clients and team members and stakeholders are kept informed on support related issues

For further information regarding this role, please view the position description below.

Salary Package: from $69,654 to $79,193 p.a. (HEW Level 5), plus 9.5% employer's superannuation and annual leave loading

Appointment Type: Full-time, fixed-term position until 6 April 2018

Specific Role Enquiries: Christopher Westman,, or 02 9850-7936

General Recruitment Enquiries: Lizzy Nguyen, HR Administrator,

Applications Close: Wednesday 18 October 2017 at 11:55pm

Macquarie University is an EO Employer committed to diversity and social inclusion. Applications are encouraged from people with a disability; women (particularly for senior and non-traditional roles); Indigenous Australians, people who identify as GLBTI; and those from culturally and linguistically diverse backgrounds.

Applications need to be submitted through the Macquarie University online recruitment system. Where circumstances such as disability or remote location prohibit your access to our online system please contact the enquiries person listed in this advertisement for assistance.