It Customer Support Officer

Full-time, Continuing Appointment

Reference number: 100784653

As Australia's first private University, Bond University based at Robina, Gold Coast seeks to be recognised internationally as a leading independent university, imbued with a spirit to innovate, a commitment to influence and a dedication to inspire tomorrow's professionals who share a personalised and transformational student experience.

• Join an innovative, supportive, and dedicated Customer Support team in IT Services.
• Gain experience and receive invaluable training and development.
• Bring your customer service expertise to our IT Helpdesk & deliver excellence.

Join Australia’s number one University for student experience*, and enjoy staff benefits including:

• Free staff car parking
• 36.75-hour standard work week
• Access to flexible work/work from home arrangements#
• Up to 18/26 weeks of parental leave#
• Salary packaging options for FBT and Non-FBT items#
• 17.5% of base salary leave loading.
• Staff wellbeing program
• Study assistance for staff and dependents#
• Corporate health and finance discounts
• Onsite Medical Centre and Counselling Services
• Onsite Sports Centre including gym, fitness classes and pool#

About the Position

Join our dynamic team as an IT Customer Support Officer and become a key member of the team for our university's technological support network.

In this role, you'll have the opportunity to engage directly with students, academic staff, and university affiliates, providing a high level of Customer Support on all direct phone, email, and in-person IT support service issues. From troubleshooting IT-related incidents to identifying technical problems and escalating to specialist IT teams -the central focus of this role is delivering high-quality customer experience and service to our university stakeholders.

Being part of the Customer Support Services team, you will also assist with installations, moves and changes to technology environments, as well as everyday hardware and peripheral support services for business activities and teaching spaces. You will also assist with education and knowledge capture.

The ideal candidate will have the following qualities:

• Successful completion of Year 12 and progress towards a degree or diploma in Information Technology or Information Management; or an equivalent combination of relevant knowledge, experience, and training.
• Excellent oral and written communication; and the ability to work effectively within a team while managing individual responsibilities.
• Demonstrated problem-solving skills in a networking and internet environment.
• Demonstrated effective customer experience and support, along with delivering effective customer education supported by comprehensive documentation.
• Advanced computer skills including hardware, software, operating systems, experience using and updating knowledge bases, and an understanding of audio-visual technologies.
• Demonstrated ability to prioritise and manage multiple tasks concurrently while maintaining accuracy and attention to detail.
• Flexible, adaptable, and responsive to change.

The salary range for the position commences at $66,517.31 to $72,221.64 per annum, plus 17.5% superannuation. Salary will be commensurate with skills, qualifications, and experience. 

Position-related enquiries can be directed to Gaston Icasate, Manager, Customer Support Services on (07) 5595 5*** or ********@bond.edu.au  

For further details regarding this appointment please reference the position description and selection criteria at Jobs at Bond | Bond University

Applications will be submitted online via the Careers at Bond University candidate portal. Please follow the 'How to apply' instructions provided. All candidates will be required to register prior to submitting an application.

Applications close: 5:00pm, Sunday 10 March 2024

Applicants must have current work rights in Australia at the time of application. This status will be verified as part of the recruitment process.

Please note, the successful applicant will be required to produce a certified copy of their highest qualification received prior to commencement of duty.

Conditions of employment are offered under a Bond Workplace Agreement (BWA).

Bond University is an equal opportunity employer, and we encourage our students and staff to respect individuality and diversity. In line with Bond University’s values, people from diverse backgrounds, women, Aboriginal and Torres Strait Islander people, people who identify as LGBTIQ+, and people with a disability are encouraged to apply for positions at the University.

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