Client Support Analyst
- Exciting opportunity to join a customer centric team in Swinburne IT!
- HEW 6 $77,616 – $83,686 + 17% Super
- Full-time, ongoing, Hawthorn campus
Swinburne University of Technology has a long, proud history of educating and training students for over 100 years. Swinburne focuses on providing high-quality, career-oriented education with strong links to industry and the community. Swinburne currently has over 54,000 students.
About the job
The Client Support Analyst is responsible for providing face-to-face support for clients experiencing technology issues, or clients with other technology requirements and plays an instrumental role in Swinburne IT’s aim of providing quality and customer centric service to all Swinburne staff.
As a member of the Client Support Team, this role is expected to represent Swinburne IT at whichever location they are working, and for delivering a high standard of customer service, working with stakeholders to ensure recognition of, and responsiveness to, the needs of internal and external clients.
The Infrastructure Services and Operations function focuses on the delivery of day to day support and service to staff and students. The team works collaboratively across the IT function, partnering with other teams in the provision of a high quality, responsive and seamless service, and works to continuously improve services.
- Manage the maintenance and support of computer hardware, computer software, computer networks and peripheral equipment including printers, scanners and others as required
- Provide high level technical support services to clients concerning the use of particular AV/IT technologies
- Responsible for independent resolution of incidents on a daily basis Report any systems, network or infrastructure service disruptions as they occur and implement a resolution and report the incident to the IT Service Desk, or escalate as appropriate
- Conduct ongoing reviews, simplification and streamlining of business processes and systems; implement recommendations and associated policies arising from the reviews
Skills and experience
To be successful in this role you will need to demonstrate the following:
- Demonstrable technical skills in the maintenance and support of computer hardware, computer software, computer networks and peripheral equipment including printers, scanners and audio-visual equipment
- Excellent oral and written communication skills, including the ability to write high quality reports, and present information to technical and non-technical stakeholders
- Demonstrable customer focus bias with a track record for delivering service improvements
A full list of the selection criteria and Key Responsibilities is available within the position description.
To find out more about the extensive benefits offered to Swinburne employees please visit: http://www.swinburne.edu.au/about/jobs/why-work-at-swinburne/
Further information, contacts and support
The diverse culture within Swinburne is a source of strength. We have an inclusive working environment with employees from a variety of backgrounds. We acknowledge that diversity in the university workforce increases the effectiveness of teams and our capacity for innovation. We welcome applications from Indigenous people, workers of all ages, people with disabilities, people who identify as LGBTIQ and those from culturally and linguistically diverse backgrounds.
We are proud to be recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality 2016 and of key initiatives such as our Pride@Swinburne Strategic Action Plan and our Reconciliation Action Plan which are integral components of our 2025 vision to be world class university creating social and economic impact through science, technology and innovation. Swinburne has also received the Victorian “High Commendation” Multicultural Excellence Award (Business Category).
To start an application click on 'apply' at the bottom of this page and submit a resume, cover letter and response to the Key Selection Criteria, as listed in the Position Description.
Swinburne University of Technology is a Child Safe Organisation and as part of this commitment, we require all employees to have a current Working with Children’s Check.
All appointments are subject to a valid Working with Children’s Check, therefore it will be a mandatory requirement to have and maintain a current Working with Children Check.
Please do not email or send paper applications, all applications must be submitted online.
For further information about the position, please contact Luke Trewarne on +61 (0)3 92143664.
If you are experiencing technical difficulties with your application, please contact the Recruitment team on +61 (0)3 9214 8600 (option 2).
Should you require further support for an interview due to special needs or consideration, please contact our Diversity Consultant, Dr. Walter Robles, on firstname.lastname@example.org, or our Aboriginal and Torres Strait Islander Employment Officer, Sherrin Trautmann on email@example.com.
Applications close at 5 pm, Friday the 1st of June 2018