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Details - Customer Support Analyst

Customer Support Analyst

Job No.:563987

Work type:Fixed Term

  • Full time
  • Fixed term contract until 30th April, 2023
  • Position based at Bundoora, Melbourne
  • HEO5– $71,280-$79,827plus 17% superannuation 

About the position

The primary responsibilities of this position are to maintain visibility of all outstanding requests and incidents and follow up resolver groups for resolutions to incidents and requests within the required service level agreements. Activities include resolving incidents and requests over the phone, through forms submitted and via remote assistance.

Skills and Experience

To be considered for this position, you will have;

  • Completion of a degree without subsequent relevant work experience; or an equivalent combination of relevant experience and/or education/training.
  • Demonstrated depth or breadth of expertise developed through extensive relevant experience and application.
  • Highly developed customer service skills demonstrating the ability to deal responsively, consistently, patiently and politely with requests/incidents by email, phone and face-to-face.
  • Demonstrated experience providing 1st and 2nd level support as part of a team, in a medium to large-sized organisation and across an extensive range of applications and technologies, including advanced working knowledge of Microsoft Desktop Operating Systems and the Microsoft Office 365 suite (and desirable to also have Mac operating system experience).
  • Proven analytical and problem-solving capability.
  • Excellent written and oral communication and interpersonal skills, including developing excellent working relationships with colleagues, students and other stakeholders.
  • Ability to innovate and take responsibility for outcomes.
  • Demonstrated ability to set priorities and monitor workflows within own area of responsibility.
  • Demonstrated excellence in prioritising tasks and in responding to changing tasks and priorities.

Please refer to the Position Description for other duties, skills and experience required for this position.

Welcome to Bundoora campus – Please click on the video link below: 



  • 17% employer contributed superannuation
  • On site child care facilities
  • Flexible work arrangements
  • Discounts for staff and their family members to study a range of La Trobe courses

How to apply

Closing date:  By 11:55pm, 4/10/2022

Position Enquiries:  Cary Slater via email c.slater@latrobe.edu.au  

Recruitment Enquiries:  Recruitment@latrobe.edu.au

Position Description below:

Download File PD Customer Support Analyst -Final.docx

COVID-19 Vaccination Requirements

The University’s Health and Safety Procedure – COVID-19 Vaccination and Other Measures, requires staff engaged to perform work onsite at La Trobe University to be Fully Vaccinated against COVID-19 unless they are exempt from being vaccinated due to a recognised medical contraindication.  This position will require the incumbent to work onsite.  As such, an offer of employment will be conditional upon the applicant being Fully Vaccinated against COVID-19 or medically exempt from receiving a COVID-19 vaccination, and providing satisfactory evidence of their vaccination or exemption status to the University.

Please submit an online application ONLY and include the following documents:

  • Cover letter;
  • An up to date resume; and
  • A separate document addressing each essential and desirable bullet point in the Key Selection Criteria which is located in the position description.

Please scroll down to apply.

Why La Trobe: 

  • Develop your career at an innovative, global university where you’ll collaborate with community and industry to create impact. 
  • Enjoy working on our inspiring and stunning campuses – the perfect hub for industry, students and academics 
  • Help transform the lives of students, partners and communities now and in future

All La Trobe University employees are bound by the Working with Children Act 2005.  If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.



Closing Date:

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Recruitment contacts

  • T: +61 (0)3 9479 1234
  • F: +61 (0)3 9471 0369

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