Information Technology Services - Customer Support Services
Broaden your career within one of QLD's largest employers
Achieve a work-life balance with this part-time, fixed-term opportunity
Access discounts across health and fitness, travel, retail, tech + more
Based at our vibrant St Lucia campus
As part of the UQ community, you will have the opportunity to work alongside the brightest minds, who have joined us from all over the world.
Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you will have the opportunity to contribute to activities that have a lasting impact on our community.
Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:
26 weeks paid parental leave or 14 weeks paid primary caregiver leave
17% superannuation contributions
17.5% annual leave loading
On campus childcare options
Cheap parking (from just $5.75 a day)
Salary packaging options
The Service Desk Analyst will provide timely and effective technical and troubleshooting support for Tier 1 and 2 IT service functions for clients across the University. The position will frequently be a major link between ITS and the client and must therefore provide good communication to ensure customer satisfaction.
Key responsibilities will include:
Provide phone/email/remote assistance to diagnose and resolve hardware and software faults, including basic support for AV equipment ensuring that jobs are responded to, resolved and/or escalated promptly. At times you may be required to provide on-site support to clients at UQ locations.
Undertake the use of tools for applications such as WEBDNS, DHCP, AD, Exchange, ITAM and other applications as skills permit.
Deliver exceptional customer service and adopt sound cyber security practices in compliance with UQ's Cyber Security Policy.
Maintain and update documentation as required, including, work procedures, technical and client documentation.
Manage service desk tickets utilising service management software to actively maintain accurate and timely information about the status of jobs, as well as respond to local business requirements.
Where appropriate, provide training to staff and students in emerging software and hardware technologies and applications, and participate in directed projects.
Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.
This is a part-time (40%), fixed-term position up to March 2025.
At HEW level 5, the full-time equivalent base salary will be in the range $77,396 - $86,029, plus a generous super allowance of up to 17%. The total FTE package will be up to $90,553 - $100,654 annually. As these roles are covered by an Enterprise Agreement, you will also receive regular remuneration increases in line with the Enterprise Agreement.
About YouThe successful candidate will be a motivated and capable Service Desk Analyst with strong interpersonal and communication skills. Further criteria includes:
Qualifications and training equivalent to an undergraduate degree in IT or related field; or an equivalent combination of experience and/or education/training.
Experience in dealing with people in a service capacity within an IT environment and providing support in mobile technologies.
Knowledge of PC and/or Macintosh operating systems and software and their operation in networked environments, and experience providing support in several of the following PC operating system environments: Windows, Linux, or Mac OS.
Demonstrated problem-solving skills and ability to provide effective remote assistance and on-site support.
Self-motivated and able to work effectively either alone or in a team environment.
Demonstrated ability to work under pressure, prioritise tasks, meet deadlines, pay attention to detail, and maintain professionalism.
Knowledge of audio-visual technologies, server operating systems and emerging technologies is not essential, but will be highly regarded.
In addition, the following mandatory requirements apply:
Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment.
Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
Questions?
For more information about this opportunity, please contact Mr Luke Crisante, Team Leader, ITS Service Desk via [email protected].
For application queries, please contact [email protected] stating the job reference number (below) in the subject line.
Want to Apply?All applicants must upload the following documents in order for your application to be considered:
Cover letter addressing the ‘About You' section
Resume
At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion. We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in the broader community, whether that be gender identity, LGBTQIA+, cultural and/or linguistic, Aboriginal and/or Torres Strait Islander peoples, or people with a disability. Accessibility requirements and/or adjustments can be directed to [email protected].
If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.
Applications close 7 May 2024 at 11.00pm AEST (Job Reference Number - R-37852).