Senior Officer, IT Customer Support

The University of Queensland • Brisbane • 1w ago

Information Technology Services (ITS) Full-time, permanent position Base salary will be in the range $91,658 - $98,330 17% Superannuation (HEW Level 6) Based at our St Lucia location About This Opportunity As a Senior Officer, IT Customer Support, you will play a pivotal role in enhancing the ITS Service Desk by providing advanced technical troubleshooting, escalation support, and operational assistance to the team leader. Acting as a crucial liaison between the Service Desk, other ITS teams, and external providers, you bring strong communication skills to ensure efficient service delivery and customer satisfaction. Your experience in mentoring, project involvement, and technical expertise across diverse platforms will help maintain a high-quality IT support environment aligned with University standards. Key responsibilities will include: Provide advanced technical troubleshooting and remote assistance, serving as the first escalation point within the Service Desk support hours. Actively monitor and manage tickets using service management software, maintaining accurate and timely updates for individual and team work queues. Develop and maintain documentation for customer infrastructures, operational guidelines, and procedures. Mentor and train Service Desk staff and clients on technical and operational aspects to support an effective IT service environment. About UQ 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: Up to 26 weeks paid parental leave or 14 weeks paid primary caregiver leave 17% superannuation contributions 17.5% annual leave loading Access to flexible working arrangements including hybrid working options, flexible start/finish times, purchased leave, and a condensed fortnight Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family UQ Study for Staff On campus childcare options Affordable parking (from just $6.15 a day) Salary packaging options About You Qualifications equivalent to an undergraduate degree in IT or a related field, or a comparable combination of education, certifications, and experience. Significant experience in a Service Desk environment, including telephony support and remote troubleshooting across multiple platforms such as Windows, Linux, MacOS, iOS, and Android. Detailed knowledge of Microsoft Windows infrastructure, including Active Directory, Group Policy, and mobile device management solutions. Broad understanding of cybersecurity principles and demonstrated ability to apply sound security practices in daily operations. Strong problem-solving skills with experience researching and developing effective Service Desk solutions for complex issues. Excellent interpersonal and communication skills, including experience documenting technical processes and interpreting client needs. Proven ability to work independently and collaboratively, manage priorities, and perform effectively under pressure. Experience contributing to or leading projects, coordinating tasks, and mentoring team members within an IT support context. The successful candidate may be required to complete a number of pre-employment checks, including: right to work in Australia, criminal check, education check, etc. You must maintain unrestricted work rights in Australia for the duration of this appointment to apply. Employer sponsored work rights are not available for this appointment. Questions? For more information about this opportunity, please contact Jarryd Foster, Service Desk Manager at jarryd.foster@its.uq.edu.au . For application inquiries, please reach out to the Talent Acquisition team at talent@uq.edu.au, stating the job reference number (below) in the subject line. Want to Apply? We welcome applications from all individuals and are committed to an inclusive and accessible recruitment process. To be considered, please ensure you upload: Resume A cover letter summarising how your background aligns with the 'About You' section Our strength as an institution lies in our diverse colleagues. We're dedicated to equity, diversity, and inclusion , fostering an environment that mirrors our wider community. We're committed to attracting, retaining, and promoting diverse talent. If you require an alternative method to submit your application due to accessibility needs or personal circumstances, please contact talent@uq.edu.au . Other Information UQ is committed to a fair, equitable and inclusive selection process, which recognises that some applicants may face additional barriers and challenges which have impacted and/or continue to impact their career trajectory. Candidates who don’t meet all criteria are encouraged to apply and demonstrate their potential. The selection panel considers both potential and performance relative to opportunities when assessing suitability for the role. Applications close Friday 11 July 2025 at 11.00pm AEST (R-51639).