Address
Form of workRole:
We are seeking a dynamic and customer service focused IT Support Officer who will be responsible for providing exceptional customer service and technical support to the aligned Campus. Ensuring the delivery of IT services is carried out in an efficient and professional manner, this casual role (based on 20 hours per week), is a perfect opportunity to work with supportive and engaging teams and an interesting and varied stakeholder group.
Responsibilities:
- Provide timely and effective onsite Service Desk support to the campus
- Escalate incidents to the appropriate internal and external teams when necessary.
- Ensure that all Incidents, Service Requests and enquiries are logged in the Service Desk ticketing system and classified / categorised correctly.
- Conduct business impact assessments and assign appropriate priority to Incidents.
- Ensure calls are resolved or followed up with the respective assigned teams in accordance with SLAs, and customer expectations are managed.
- Perform first level Service Desk analysis, troubleshooting and attempt to fix-on-first, before escalation.
- Assist with IT projects as and when required.
- Identify trends and advise peers and IT Service Desk Manager of recurring Incidents or user enquiries.
- Discuss problems with peers to ensure most appropriate solution and escalation path.
- Support continuous improvement efforts by providing advice and direction.
- Promote the effective use of the Service Desk and other technology services.
- Seek and act on customer feedback.
- Routine maintenance of all Kaplan PCs, laptops, printers and other peripherals as per the schedule.
- Maintain the asset list of all Kaplan computers and peripherals.
Requirements:
- Knowledge of a wide range of computer systems, applications, hardware, and communications.
- Ability to troubleshoot software, application, hardware, and networking.
- Strong customer service skills, incorporating excellent telephone manner, strong verbal and written communication skills.
- Availability to work between the hours of 8am – 8pm on roster. Part-time morning or afternoon shifts. Flexibility is required in this role to accommodate class times.
- Excellent organisational and time management skills, and the ability to prioritise workflows and meet strict deadlines.
- Excellent documentation skills and attention to detail
- Current knowledge of IT concepts and technologies (eg desktop hardware/software, basic networking).
- Ability to carry out physical requirements of the role; lifting of boxes or moving of hardware (PCs and monitors) as required.
Desirable
- Enthusiasm, with a willingness to learn and a desire for self-improvement.
- Demonstrated experience with call-logging systems and databases.
About Us
Kaplan Australia is one of the world's leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year. While we provide a broad array of educational offerings through our programs, our commitment to providing unrivalled quality and great learning outcomes is consistent in each of our businesses.
Kaplan Australia has been recognised as an Inclusive Employer by Diversity Council Australia. We pride ourselves on being a kind and inclusive organisation that is reflective of our diverse student group across Kaplan Business School, Kaplan Professional and our Pathways Colleges, and truly value the richness and experience of our diverse team. We will use this momentum to continue to enhance our equity, diversity, and inclusiveness.
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