IT Customer Support Officer

• One Fixed term position until May 2023

• One Fixed term position until December 2022 (6 weeks project)

• HEW level 5, $72,212 – $80,430 plus 17 % superannuation

• Closing date – Wednesday 16 November 2022 at 11:00 PM AEST (R-18549)

About This Opportunity 

The primary function of the position is to provide timely and effective technical and troubleshooting support for Tier 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 include but are not limited to:  

• Adopt and promote sound cyber security practices in compliance with UQ’s Cyber Security Policy and according to cyber security procedures and standards developed by the University or Division.

• Provide phone/email/remote assistance to diagnose and resolve hardware and software faults on assigned devices, including basic support for AV equipment, with the assistance, if necessary, of more experienced staff and/or vendor support sections, ensuring that jobs are responded to, resolved and/or escalated promptly. Where remote assistance is not possible due to the nature of the service request, provide on-site support.

• Undertake the use of tools for applications such as WEBDNS, DHCP, AD, Exchange, ITAM and other applications as skills permit.

• Use customer service practices including courtesy, helpfulness and follow-through in all aspects of service requests, incident and problem management, ensuring a high level of customer satisfaction.

• Participate in team meetings and team building exercises.

• Maintain and update documentation as required, including, but not limited to work procedures, technical documentation and client documentation.

• Utilise service management software to actively monitor tickets and maintain accurate and timely information about the status of jobs.

• Be responsive to local business requirements, which may include the processing of staff and student applications for access to IT resources.

• Where appropriate, provide training to staff and students in emerging software and hardware technologies and applications.

• Maintain records in the IT Asset Management System (ITAM), participate in the annual stocktake task and dispose of IT equipment according to UQ policy.

• Where directed, undertake projects relating to the management, development or maintenance of equipment to support teaching, research and business needs, in a team member role.

• An employee may be required to carry out other duties within the scope of the classification and within the limits of their skill, competence and training

This role is subject to The University’s Code of Conduct .  

Why work for UQ?

• Be part of a UQ community that is dedicated to the UQ vision, mission and values , of Creativity, Excellence, Truth, Integrity, Courage, Respect and inclusivity 

• Our core purpose is to deliver for the public good through excellence in education, research and engagement with our communities and partners: local, national, and global.

• UQ values equity, diversity and inclusion, and seeks to reflect the broader community by attracting and retaining high-quality staff from a range of backgrounds.

• UQ’s innovations have made and continue to make genuinely life-changing advances.

What benefits do we offer?

• Unparalleled opportunities to learn and accelerate career development.

• A creative and collaborative team environment of leading academic and professional staff.

• 26 weeks of full pay for parental leave or 14 weeks of full pay for primary caregiver leave.

• In addition to 20 days per annum of annual/recreation leave (pro rata for part-time team members), you will also receive a leave loading of 17.5%.

• Unlimited access to University Learning resources and Libraries.

• Flexible work arrangements  allow you to vary your work arrangements to provide greater flexibility to balance your personal and professional lives.

• A range of salary packaging options  are available to you, including superannuation, portable electronic devices, professional association membership fees or subscriptions, bus travel, airport lounge membership etc

• Benefits program for personal leisure travel. Visit UQ’s Personal Travel Benefits  page to find out more.

• Access to physical and mental health  support.

• A range of on-site services are available at our campuses. Depending on your work location, this may include on-site gym, pool, bookshop, childcare, health service, food outlets, bank, post office, etc.

• Superannuation of 17%. Find out more  about superannuation at UQ.

About You

We are looking for highly motivated individuals with significant experience in providing support in mobile technologies, to be a successful candidate you will also have

Selection Criteria

Essential

• Qualifications and training equivalent to an undergraduate degree in IT or related field; or an equivalent combination of relevant experience and/or education/training.

• Experience in dealing with people in a service capacity within an IT environment.

• 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.

• Experience in providing support in mobile technologies.

• Demonstrated effective interpersonal, oral and written communication skills particularly in documenting processes and work instructions, and interpreting client requirements.

• Demonstrated problem-solving skills.

• Demonstrated skills in providing effective remote assistance and on-site support.

• Familiarity with service management frameworks.

• 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

• Experience working on project teams as a team member.

Desirable

• Knowledge of audio-visual technologies.

• Knowledge of server operating systems.

• Awareness of emerging technologies

What We Can Offer 

There is one fixed term opportunity for until May 2023 and one short term contract for a 6 weeks project.

The full-time equivalent base salary will be in the range $72,212 – $80,430, plus super of up to 17%. The total FTE package will be in the range $84,488 – $94,103 per annum. 

For further information about UQ’s benefits, please visit Why Work at UQ and review The University of Queensland’s Enterprise Bargaining Agreement 2018-2021 . 

Questions? 

To discuss this role please contact Vu Ngo at [email protected]

For application queries, please contact [email protected] stating the job reference number in the subject line. 
 

Want to Apply? 

All applicants must supply the following documents for your application to be considered:

• Cover letter addressing the ‘About You’ section  

• Resume 

To satisfy pre-requisite questions and ensure your application can be considered in full, all candidates must apply via the UQ Careers portal by the job closing deadline or will not be accepted. 

Please note that you will be asked to add all documents into the one upload box labelled ‘resume’, which is step one of the application form.

Other Information 

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.  
 

We value diversity and inclusion, and actively encourage applications from those who bring diversity to the University. Our Diversity and Inclusion webpage contains further information if you require additional support. Accessibility requirements and/or adjustments can be directed to [email protected] . 

If you are a current employee of the University, or hold an unpaid or affiliate appointment with the University, 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