"Service Centre Coordinator"

Service Centre Coordinator

Employment Type: Full Time (35 hours per week)

Duration: Continuing

Remuneration: Level 4 $81,335 + 17% super + leave loading

Location: UNSW Kensington Campus, NSW (hybrid)

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:

The IT Service Centre Coordinator will provide a Single Point of Contact (SPOC) for all UNSW staff and student for IT services. The role encompasses providing first level support, problem solving, resolution and call management in accordance with the UNSW IT policies and procedures. The Coordinator - IT Service Centre will resolve the majority of incidents/requests received, with more complex issues escalated as required. The incumbent is required to support the IT Service Management framework and to maintain exceptional customer service.

The IT Service Centre is the central support point for UNSW-wide IT services and operates from 8:00 am to 8:00 pm Monday to Friday, and 11:00 am to 3:00 pm Saturday on a rostered basis. This role may be located in one of the IT Hubs across the Kensington or Paddington campuses or in the central IT Service Centre.

It is expected that this role will be rostered on rotating shifts to cover the IT Service Centre operating hours.

If the hours of operation change, then the IT Service Centre staff member may be required to work those hours under a rostered situation.

This position will report to the Service Centre Team Leader.

Key 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 and resolving tickets in line with standard procedures and escalation pathways.
• Assist with maintaining the IT Service Centre Knowledge Base by documenting solutions, known errors, and approved workarounds, following established processes and guidance.
• Provide courteous and professional support, in line with service expectations.
• Assist users with troubleshooting routine IT issues (e.g. MS Office, VPN, web-based applications, Windows/Mac operating systems, and wireless connectivity) by following documented procedures and best practice guidance, escalating more complex or unresolved issues to the appropriate support teams.
• 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 throughout.
• 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 clearly and professionally, both verbally and in writing, adapting explanations of technical issues for non-technical users with support from documentation and team guidance.
• Demonstrates structured problem-solving skills to resolve routine issues and manages challenging customer interactions by following service guidelines and escalating where appropriate to maintain 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 succinct 1-2 page cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description) by 11:55pm, 17th March 2026

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.

Pre-Employment Checks

Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.

These pre-employment checks may include a combination of some of the following checks:

• National and International Criminal history checks
• Entitlement to work and ID checks
• Working With Children Checks
• Completion of a Gender-Based Violence Prevention Declaration
• Verification of relevant qualifications
• Verification of relevant professional membership
• Employment history and reference checks
• Financial responsibility assessments/checks.
• Medical Checks and Assessments

Compliance with the necessary combination of these checks is a condition of employment at UNSW.

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.

Position Description