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IT - OTHER

IT Service Centre Senior Support Officer

Full Time
VIC, Other
Posted on 01.10.2018
AUD 77512.00 -> 78512.00 Per year


Role Purpose

The IT Service Centre Senior Support Officer - AV is part of a dynamic customer-focused team of IT support professionals providing front line support to their customer base. The role is responsible for supporting a wide variety of technologies including desktop, network, AV and telephony. The role will have a strong focus on customer service, AV support and will require the incumbent to utilise advanced AV skills. This role is required to work across a number of University sites on a rotating roster basis including Parkville, Alfred Centre (Prahran) and CBD.

Key responsibilities

1. Provide face-to-face and telephone technical support for users of IT services, resolving all customer problems and queries in an effective and timely manner

2. Provide advanced AV technical support and troubleshooting for customers and act as a key liaison point to provide specialist advice, expertise and support in relation to AV services across all SC City sites

3. Provide AV technical leadership, guidance and on the job training to IT Service Centre Support Officers

4. Provide support IT for desktop, network and telephone related issues and ensure support provided is in accordance with Service Level Agreements and the Standard Operating Environment

5. Continuously improve IT services by identifying opportunities for improvement, investigating and documenting these, and working with the Service Centre Manager, team leaders, team members to implement the approved improvements

6. Following agreed procedures, respond to requests for assistance by providing information and advice to users to empower them to resolve their own issues

7. Maintain accurate log entries in Remedy of all faults and resolution details

 

8. Escalate technical queries as required to other appropriate eSolutions and university departments and ensure they are resolved with appropriate communications back to the customer

9. Maintain current knowledge and keep abreast of emerging technologies and best practice in areas of operation, for the purpose of supporting processes such as policy development and change management

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