Customer Support Assistant at Victoria University Minimal

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 May, 26

Salary

69895.0

Posted On

03 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, IT Support, Communication, Teamwork, Problem Solving, Time Management, Microsoft Office, Technical Skills, Audio-Visual Equipment, Hardware Troubleshooting, Software Troubleshooting, Service Requests, Incident Management, Confidentiality, Organizational Skills

Industry

Higher Education

Description

About VU: At Victoria University, our aim is to be a global leader in dual-sector learning and research by 2028. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers “Thriving place to Study and Work” will enable us to continue to create places that our students and staff love to belong and feel immense pride. About the Team: The Customer Support team sits within Victoria University’s Digital and Campus Services (DCS) department, a central unit responsible for delivering and supporting the University’s digital systems, campus technologies, and customer service functions. The team works collaboratively across all areas of the University to provide Level 1 IT support, manage service requests, and maintain teaching and learning spaces. They operate within an ITIL‑aligned environment and serve as the primary interface between staff, students, and the broader DCS technical teams, ensuring high‑quality, timely, and customer‑focused service across all campuses. About the Role: The Customer Support Assistant provides frontline IT and facilities support to staff and students, resolving issues, maintaining campus technology, and delivering high‑quality customer service across all Victoria University campuses. Position Key Duties Provide timely Level 1 IT support, including responding to incidents, service requests, and tasks via the ISM ticketing system in line with SLAs. Triaging and escalating facility and IT issues to specialist staff when problems exceed Level 1 scope. Deliver frontline customer service at support kiosks, including face‑to‑face engagement with staff and students. Identify and resolve basic hardware and software issues on University workstations and the network. Maintain computer labs and classrooms, ensuring devices, software, and setups are functional and compliant with standards. Support and maintain audio‑visual equipment across teaching spaces, including replacing components like projector lamps and amplifiers. Assist with password resets, MFA setup, and general user access support for staff and students. Support workstation installations, upgrades, BYOD exams, and semester‑break technology projects as required. Salary: HEP 3 - $63,307 - $69,895 Employment Type: Full Time, Ongoing Hours: 36.75 Location: Footscray Campus For a detailed overview of the role’s duties and responsibilities, please refer to the Position Description - Customer Support Assistant About You: You have foundational knowledge or training equivalent to Year 12, a trade certificate, or relevant experience. You communicate clearly and professionally, with strong verbal and written skills and respect for confidentiality. You enjoy helping people and bring a positive, customer‑focused attitude when supporting staff and students. You work well in a team environment, collaborating effectively with colleagues and other technical specialists. You are organised and able to prioritise tasks in a busy support environment to meet timeframes and service standards. You are confident using Microsoft Office (Word, Excel, Outlook) and can quickly learn new systems like ISM and StudentOne. You understand workplace policies, follow procedures, and comply with OHS and anti‑discrimination responsibilities. You’re eager to build technical skills across hardware, software, audio‑visual equipment, and general IT support The University is a Child Safe organisation. You will be required to hold a current Working with Children Check (WWCC) or be willing to obtain one prior to commencing employment. How to Apply Applications must be submitted: A cover letter Your curriculum vitae/resume Your responses addressing all selection criteria located in the position description Evidence of applicable qualifications, licences and registration Applications will close Sunday February 15 at 5pm. This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged. Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia. Why Join VU VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Careers at VU Webpage Our Commitment to Protecting Country Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share. Our Commitment to Progressive Inclusivity VU is an equal opportunity employer and proudly committed to progressive inclusivity. We welcome and celebrate diversity in all its forms including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised communities, LGBTQIA+ individuals, and people of all ages and socio-economic backgrounds. We strive to reflect the communities we serve and foster an inclusive, respectful, and supportive environment where everyone feels they belong. We are proud to be a WGEA Employer of Choice for Gender Equality. Our Commitment to Inclusive Recruitment VU is committed to providing a positive and barrier-free recruitment experience. If you require adjustments at any stage of the recruitment process, including accessible formats of documents, please contact us at inclusivecareers@vu.edu.au or call (03) 9919 5999.

Responsibilities

The Customer Support Assistant provides Level 1 IT support and frontline customer service to staff and students, resolving issues and maintaining campus technology. They also manage service requests and ensure high-quality service across all campuses.