IDS Service Delivery Specialist

JR0000010343

• Fixed term until April 2025| Full-Time at 1.0FTE

• Higher Education Officer Level 6 | $86,737 - $92,481 p.a. plus 17% Super

• Location: Bedford Park / Kaurna Country

• View Position Description  

  

About Information and Digital Services 

Information and Digital Services (IDS) are a pivotal resource of the University, providing information and digital technology services and support to the Flinders University staff and student community. The IDS team apply technical expertise to support university projects and provide core services such as the IDS Service Desk, Audio visual, simulation and event services, Information security and identity access management services and more.  

  
About the Role 

Due to recent internal promotions, we have an exciting position available within our Information and Digital Services portfolio as the Service Delivery Specialist. As the successful candidate, you will be responsible for providing timely, consistent, and quality service, support, and advice to their allocated customer base. You will be proactively engaging and supporting the customer to build a deep understanding of the customer's priorities and activities.  This role will also attempt to troubleshoot and resolve issues escalated by the IDS Service Delivery Officers.

Some of the key responsibilities of the role are:

• Ensuring all customer requests/incidents are appropriately logged, updated, escalated and closed in relevant system(s) in accordance with IDS processes and assisting with issues escalated by other IDS Service Delivery Officers.

• Supporting the deployment of end user devices, software upgrades, enhanced processes, and other relevant IDS services as required from time to time.

• Supporting positive relationships with all relevant stakeholders, understanding their associated services and requirements, and applying this knowledge in the ongoing review and continuous improvement of role responsibilities.

• Periodically participating in knowledge building activities and events to be aware of latest/best practices related to the role and to keep skills and knowledge up to date.

About You 

As the successful candidate, you are passionate about providing solutions through providing excellent customer service. You have great communication skills and can build effective relationships with various range of stakeholders of different seniority.

To be successful, you have advanced troubleshooting skills, with some knowledge of windows and macware. You have the ability to work well autonomously as well as part of a close-knit team of professionals.

Some of the key capabilities of the position include:

• Well-developed experience in using market accepted service management systems, frameworks and methodologies to support service delivery operations.

• Well-developed thinking, planning and analytical skills, with advanced trouble shooting skills and the ability to provide timely responses under pressure.

• Well-developed self-improvement and growth mindset/approach to the role and as part of a wider team.

• Well-developed interpersonal influence and demonstrated ability to negotiate, be proactive and communicate effectively with staff and customers across a diverse organisation particularly during the design, management, and implementation of customer solutions.

• Well-developed technical expertise in supporting Windows, Apple macOS, Mobile OS (iOS and Android).

Life at Flinders 

We're transforming and investing in people and facilities to create contemporary, stimulating, and satisfying learning and work environments that reflect our core values of excellence, innovation, courage, and integrity. Flinders is refocusing its strategic priorities with the aim of elevating its performance to be a top ten Australian university, and amongst the top 1% in the world. 

Reaching beyond the limits of buildings, borders, and backgrounds, ours is an inclusive culture that believes absolutely in equality and opportunity for all. We don't just accommodate differences; we embrace and celebrate them. So, why work at Flinders?  

• 17% Superannuation + salary packaging options 

• Flexible working arrangements 

• Wide range of professional development activities and services 

• We embrace diversity and promote equity and inclusion for all students and staff 

• Vibrant campus life and amenities including on campus health care services , gym  and childcare centre (Bedford Park, South Australia). 

Our Commitment to Reconciliation and Indigenous Employment 

Flinders University is proud to be an organisation that is committed to our Reconciliation Action Plan and Indigenous Workforce Strategy. Our vision is to be a preferred employer for Aboriginal and Torres Strait Islander peoples.  We are committed to progressing Indigenous advancement in education, research, employment, and wellbeing, and strongly encourage applications from Aboriginal and Torres Strait Islander peoples for all Flinders vacancies. 

Prescribed Conditions for Employment

• A valid National Police Certificate which is satisfactory to the University will also be required before the successful applicant can commence in this position. 

• Please note that you may be required to provide evidence that you are up to date with COVID-19 vaccinations, in line with the Flinders University COVID-19 Vaccination Policy   

How to Apply and Information 

• In addition to uploading your CV, please submit a Cover Letter elaborating on your suitability for this role.

• For more information regarding this position, please contact Rekha Polavaram

• Please see here for our Reconciliation Action Plan   

• Please see here for our Indigenous Workforce Strategy   

Certification

National Police Certificate - Australian Federal Police, Working With Children Check - Government of South Australia

Applications to be submitted before 10.00pm:

21 Apr 2024

At Flinders we embrace and celebrate diversity and encourage applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, ethnicities, abilities, sexual orientations, and gender identities.

Flinders. Fearless.