Service Connect Advisor

About the role

RMIT is looking for a Service Connect Advisor to provide frontline customer service and support for routine enquiries within established procedures and knowledge resources. The role is based at the Melbourne CBD campus, with the possibility of working across other RMIT campuses as required. It is a casual, as-required engagement starting in January 2027, with no guarantee of ongoing or regular work; hours vary with operational needs and may include staggered start times to cover core support hours.

Key responsibilities

• Resolve enquiries at the first point of contact where possible, taking ownership of each enquiry and giving clear, accurate information
• Refer matters needing further assistance to senior team members or the appropriate resolver group
• Fact-find, complete standard service requests and record accurate information
• Contribute to resolving more difficult enquiries under guidance
• Identify and report knowledge gaps, unclear procedures and difficult or non-standard issues to senior team members

Required profile

• Demonstrated customer service experience in a customer service, contact centre, help desk, administration or similar environment
• Customer-centric mindset and ability to clarify needs, gather information and follow procedures
• Ability to provide accurate information across multiple contact channels and to escalate matters appropriately
• Ability to work with minimal supervision in a fast-paced environment and to collaborate with colleagues and stakeholders
• Strong problem-solving, written and verbal communication skills, including over the phone, via ticketing tools and web chat

Desirable

• Experience in an IT service desk, contact centre, university or large organisation
• Experience with ServiceNow, Workday, ADP Payroll or similar systems
• Knowledge of IT service management principles and customer support processes

To apply, submit a CV and a short response to the selection criteria by the application deadline of 11 November 2026.