RMIT Business Position Title: Support Centre Operator, RMIT Business Online
HOW TO APPLY
Your application must include:
–a covering letter outlining your interest in the position
–a statement of your suitability against each of the Key Selection Criteria
–your current curriculum vitae containing names, postal addresses, telephone numbers and where available, e-mail addresses and facsimile numbers of three referees who will provide references when required, and
–a completed Job Application Sheet.
Your application should also include the following details:
–Educational, professional and other relevant qualifications
–Relevant work experience
–If successful, period of notice required to join
–Details of service with other educational institutions, public authorities and military service where applicable
RMIT’s Vocational Education and Training Sector (TAFE Sector) cannot employ persons who have within the last three years received a Voluntary Departure Package from any Victorian Public Sector Department or Government Agency.
The University also has restrictions relating to the re-employment of ex-staff members who had left RMIT with Voluntary Departure Packages, redundancy or negotiated separation packages. The nature of the restrictions depends on individual cases.
Do not send valuable original documents or exhibits with your application, as articles may be lost in transit.
Written applications quoting the relevant reference number should be addressed to:
People ServicesOR emailed to
Kellie Whitburn
RMIT University
City Campus
P.O. Box 188
Carlton South VIC 3053
Please endorse the envelope "APPLICATION - CONFIDENTIAL"
JOB APPLICATION SHEET
PLEASE COMPLETE ALL DETAILS LISTED BELOW AND EMAIL THIS SHEET WITH APPLICATION TO or post to the address below.Reference No
Position Title
Family Name / Title
Given Name(s)
Home Address
Postcode / State
Email Address
Telephone
HomeWork Mobile
Citizenship
Resident Status if not Australian
APPLICATIONS ADDRESSED TO
People Services
Kellie Whitburn
RMIT University
City Campus
PO Box 188
Carlton South Vic 3053 / or email to
FOR PEOPLE SERVICES USE ONLY
HR system updated and acknowledgement sent
Date / Initial
Position Description
Support Centre Operator
Business Online
PLEASE NOTE THAT THIS IS A REVISED PD AS OF 25/03/2002
RMIT Business Position Title: Support Centre Operator, RMIT Business Online
1.POSITION SUMMARY
Position Title: / Support Centre OperatorPosition Number: / 30005861
Time Fraction: / Full time
Tenure Status: / Continuing
Classification: / HEW 4
Salary Range: / $34,164 - $36,977 p.a.
Section
Faculty/Group:
/ BusinessSchool/Department/Branch:
/ Business OnlineCampus Location:
/ Based at the City campus but may be required to work at other campuses of the University and in offshore programs offered by the Faculty.2.THE UNIVERSITY
RMIT University is a multi-level dual sector education, training and research service organisation, offering programs ranging from certificate level vocational programs through tailored programs for industry and community clients, to post-graduate research programs. The University has several companies which are responsible for commercial activities relating to the University’s core functions.
The University’s goal is to create and sustain a distinctive world-class university at the forefront of technical and professional education and real-world research, through continuous improvement and with all staff committed to quality management processes. As a world-class university, RMIT will be recognised as a leader in its teaching and learning processes, research activities and community services.
For further information, please also see:
3.RMIT BUSINESS
RMIT Business is one of the largest Business Schools in Australia and is based at 239 Bourke Street in Melbourne’s Central Business District. Established in 1944 it is now the largest Faculty at RMIT University with around 480 staff working with approximately 19,500 students in Australia and overseas. RMIT Business earns almost three-quarters of its annual revenue from non-Government sources and is highly entrepreneurial and outward looking in its vision.
Its strategic priorities for the next five years are:
- Developing staff capabilities
- Electronic work and educational environment
- Flexible education
- Partnerships with industry and government
- Effective Faculty management
RMIT Business consists of five Schools, two Research Centres (Transport Research Centre and the Centre for Quality Management Research) and the Office of the Dean.
The Schools represent major discipline groupings within the Faculty:
- School of Accounting & Law
- School of Business Information Technology
- School of Economics & Finance
- School of Management
- School of Marketing
Each School offers a comprehensive and seamless range of education and training from short courses and certificates through to research higher degrees. All courses, including Vocational Education and Training programs (VET), are available to Australian and International students, either in Victoria or at various overseas locations.
RMIT Business prides itself on its educational contribution to the global business community. Its Melbourne campus is a popular destination for international students and the Faculty is involved in educational partnerships in a range of countries throughout South East Asia, including China, Hong Kong, Malaysia, Singapore, Vietnam and Thailand. A wide range of offshore degree programs, including articulation arrangements, is offered in collaboration with local institutions.
RMIT Business aims to be accessible to a diverse range of communities, including those that are geographically isolated. To this end it has developed a number of new initiatives, including a new Bachelor of Commerce degree which will be delivered entirely “On-Line”. Innovation and Entrepreneurship are at the forefront of the RMIT Business strategy for the future.
For further information, please also see:
RMIT Business OnLine
RMIT Business On-line is one of five key Groups located in the Office of the Dean RMIT Business.
RMIT Business On-Line will provide a high quality, monitored and continuously improved services to students and staff in the areas of student support, information technology and on line teaching and learning support. The quality of these services is critical to the on going success of the Faculty and will differentiate RMIT Business in an increasingly competitive market place.
Specific objectives include;
- Manage and improve the student - RMIT relationship interface across a range of on-line activities and providing an integrated client relationship.
- Develop a Faculty IT strategy addressing the requirements of our Teaching and Learning and Research Investment Strategies, and supporting the strategic directions of the Faculty.
- Provision of quality IT teaching and staff computing facilities and, with the assistance of the Director of Information Technology (DOIT), the implementation and management of ITAP/ LTS activities/ initiatives and responsible for management of associated budgets.
- Manage student related services including those which are provided /undertaken through computer technology.
The Group has three main Units each of which has a strategic and operational focus. These areInformation Technology Services, Online Teaching and Learning and Client Services Unit.
Information Technology Unit, in consultation with ITS, will provide strategic advice regarding future trends in IT and communications infrastructure together with hardware/software solutions to assist implementing the Faculty IT strategic plan. Operational activities include student / staff PC support, lab maintenance and upgrade, management of the Business Faculty’s NDS containers, users, servers, software licences, audiovisual support to teaching spaces and special events.
Online Teaching and Learning Unit will work with guidance from Learning Technology Services and in conjunction with staff from the Associate Dean Academic Services. The group will provide strategic advice and direction regarding current and future trends in on line learning and teaching practice. Operational activities include provision of educational design and production support to staff in schools, address the initiatives of ETEC IT, liaise with LTS and working with ITAP budget.
Client Services Unit will with work closely with Schools and the two other groups in the Unit to implement the Faculty Client Relationship Management strategy. Operationally the group will be responsible for Faculty based student support services and student relationship management.
4.JOB SUMMARY
The primary function of the Support Centre Operator is to provide a competent response to technical and administrative problems as they arise. Such response is organised and prioritised by the Help Desk and involves attentive personal interaction with staff and students. This position is about service delivery and requires high level interpersonal skills in the same measure as technical ability.
The person will be provided with the necessary technical training and support but will be expected to posses high level client service skills.
The wide service coverage necessitates working a staggered roster to ensure response to clients is available during the early evening.
The key objectives of the role are:
- To ensure that a timely, professional support service is delivered to staff and students of RMIT Business.
- Service provision for the team meets the with agreed service level standards in the client service agreement.
- To engender team work and pride in the work of the Technical Support Team and promote a greater level of user acceptance of computer based resources.
An annual work/ development plan, produced in conjunction with the Team
Leader will prescribe the specific activities and outcomes for the year. The plan will also include appropriate development opportunities.
- REPORTING RELATIONSHIPS
The Support Centre Operator position is one of several positions that report to the Manager Information Technology Unit through the Technical Support Team Leader.
The position must liaise closely with Technical Support Officers, the Help Desk and other staff in the Network and Application Team.
An organizational chart is attached.
6.SPECIFIC ACCOUNTABILITIES
6.1Provide timely professional technical responses to student and staff problems logged through the Help Desk.
6.2Provide feedback and advice to staff and students on the progress of logged support jobs.
6.3Operate the central call management system and provide reports as required.
6.4Understand and use the processes and systems which support teaching and learning and administration in the faculty.
Corporate Accountabilities
6.6To contribute to the strategic direction setting and policy making processes of the University and the Section by participating in key Group, Section and University forums and undertaking specific Section level project/tasks.
Personal Development
6.7To assume joint responsibility for career development by participating in various activities and by producing a development plan that assists in personal and professional development, consistent with the strategic goals of RMIT Business Resources Group.
6.8To develop a network of colleagues in similar roles in other parts of RMIT University
Occupational Health & Safety
In order to comply with Occupational Health & Safety Legislation, each employee is required to:
- Adopt work practices that support the OH & S policy
- Take reasonable care for his/her own health and safety and that of others in the workplace that may be affected by their actions
- Participate in meetings, fire drills, training and other OH & S activities
- Use equipment in compliance with relevant guidelines
- Ensure that all incidents, hazardous conditions or injuries are reported immediately to the supervisor or relevant authority.
7.QUALIFICATIONS
An associate diploma or relevant work experience.
8.KEY SELECTION CRITERIA
8.1Excellent personal presentation and communication skills and the ability to communicate effectively with clients
8.2Basic technical knowledge and demonstrated ability to manage client’s technical and administrative queries.
8.3Effective interpersonal and time management skills and proven experience working in a client focussed team environment.
8.4Demonstrated understanding of the requirements to work effectively in a service team and the elements of a client service culture.
9.OTHER RELEVANT INFORMATION
Shift work and some weekend work will be required on a rotating basis.
The Faculty has established a “one stop shop” for student enquiry management. This position may be required to participate in a roster for service delivery.
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RMIT Business Position Title: Support Centre Operator, RMIT Business Online
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