Coordinator - IT Service Centre 

• Employment Type: Full Time (35 hours per week)
• Duration: Continuing
• Remuneration: Level 4 $81,335 - $85,798 (depending on experience) + 17% super + leave loading
• Location: Kensington, NSW

About UNSW:

UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 20 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Why Your Role Matters:

As the first point of contact for IT support at UNSW, the IT Service Centre Coordinator plays a vital role in shaping the digital experience of our staff and students. This position sits at the heart of UNSW’s IT operations, providing frontline support, resolving technical issues, and ensuring timely service in line with our IT policies and procedures.

You'll be responsible for managing a wide range of queries — resolving the majority of issues directly and collaborating with specialist teams for more complex escalations. Your ability to deliver exceptional customer service will directly impact the productivity and satisfaction of the UNSW community.

The IT Service Centre is a fast-paced, high-impact environment, operating from 8:00 am to 8:00 pm Monday to Friday, and 11:00 am to 3:00 pm on Saturdays, with staff working on a rotating roster. You may be based at the Kensington or Paddington campuses, or in the central IT Service Centre, contributing to a dynamic and collaborative team.

This role reports to the Service Centre Team Leader and is a key player in supporting the university’s commitment to seamless, accessible, and responsive IT services.

Responsibilities:

• Provide level 1 support for all IT related incidents and requests in accordance with current IT Service Level Agreements.
• Provide level 1 support for administration functions of the IT Service Centre relating to exchange administration, Enterprise systems access etc.
• Assist with logging, responding to and resolving tickets in a professional and timely manner with an emphasis on high quality customer service and first call resolution.
• Assist with providing updates for the IT Service Centre Knowledge Base for identifying solutions, work- arounds and known errors.
• Develop relationships with the customer base through operational excellence to ensure customer satisfaction levels are maximised.
• Assist users in troubleshooting computer problems (such as MS office, VPN software, web-based applications, Windows/Mac operating systems and wireless) following best practices. In complex cases, escalating to the appropriate resolver group. 
• Accurately record all customer incidents/requests in the IT Service Management tool.  • Actively promote customer satisfaction program ie Net promoter score.
• Ensure excellent communication is provided to customer whilst supporting with technical instructions, advising and consulting over all communication channels.
• Provide a single point of contact for all customers through a variety of channels including but not limited to, telephone, email and face to face.

Skills and Experience

• Certificate 4 or higher in a relevant area of study and/or experience working within an IT Service Desk or customer service environment, preferably in a large organisation with a high volume of work throughput. 
• Demonstrated capacity and willingness to work as a member of a proactive team dedicated to the delivery of high quality services to its customers. 
• Ability to communicate (both verbal and written) at all levels in a polite and professional manner; including the ability to explain technical concepts to non-technical staff in easily understood terms 
• Demonstrated problem solving skills and ability in handling difficult customer interactions while maintaining high level of customer satisfaction.

For further details on role responsibilities and skills & experience required, refer to the position description found under the position listing on Jobs@UNSW

Benefits and Culture:

People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world.

Our benefits include:

• Flexible working options.
• Career development opportunities.
• 17% Superannuation contributions and additional leave loading payments.
• Additional 3 days of leave over Christmas period.
• Discounts and entitlements (retail, education, fitness).

For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits

How to Apply: Submit your CV & a cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description) by 11.55pm 20th July 2025
Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.

Contact: Amy Denney a.denney@unsw.edu.au - Talent Acquisition Team
Please apply directly through the website, applications sent to the contact above will not be accepted.

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.