Service Management Officer

Job Description

James Cook University (JCU) is creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally and globally. We now have an exciting casual opportunity for an IT Helpdesk superstar to join our Technology Solutions directorate as a Service Management Officer. This varied and fast-paced role will require you to resolve information technology related problems for students and staff of the University. Kick start your IT career at a leading higher education institution Casual $49.17 - $55.77 (depending on skills and experience) Based at either our Cairns Nguma-bada campus or Townsville Bebegu Yumba campus ABOUT THE ROLE Responsible for first level service incident/request triage, resolution, routing and escalation for supported technology products and services to JCU’s students, academic and professional staff in ICT technologies available at JCU. Obtain and convey concise service incident and service request information through excellent customer service and a courteous manner for external and internal service personnel. Accurately and in a timely manner log Service Incidents and Service Requests in the JCU service management system following IT service management processes, procedures and documentation and act as a liaison between customers and internal support staff to assure accurate incident/request interpretation. Resolve complex technology issues at first point of call, using a range of IT support tools. Provide training for students and staff in the effective use of information technologies within JCU by creating training documentation and compiling interactive and static online reference and self-help materials. QUALIFICATIONS, SKILLS AND EXPERIENCE Knowledge and understanding of current and emerging ICT technologies. Demonstrated customer service and communication skills with experience managing a high volume of enquiries and providing positive customer experiences, preferably in a service desk environment. Informed analytical and problem-solving skills to judge shifting priorities and work both independently and as a member of a team. Completion of ITIL Foundation Course (desirable). Experience in working with IT Service Management software (desirable). HOW TO APPLY AND CONTACT DETAILS Are you ready to make a difference? Join us at JCU, where your future meets the tropics. Click the ‘apply’ button to be redirected to the JCU careers page and follow the below steps: Click the blue 'Apply' button on this page. Follow the prompts to create a user account. Complete the application form in full and submit. Applications close on 10 February at 11:55 PM AEST . For any enquiries about the role, please contact Anthony Warrell at . WHAT MATTERS TO US AT JCU? Our People – Our staff, students, and the communities we serve Our Education – Knowledge has the power to change lives Our Place – the Tropics and beyond Our Research – a catalyst for innovation and knowledge generation #J-18808-Ljbffr