Job Description As an IT Support Analyst, you’ll play a key role in delivering responsive, high-quality IT support across the University. You’ll manage and resolve service requests and incidents (Tier 0–2), while coordinating with specialist teams for more complex issues. You’ll act as a trusted first point of contact, ensuring timely resolution, clear communication, and a seamless support experience for our clients. What you’ll be doing Provide frontline customer service support to teaching staff and students, ensuring issues are logged, communicated clearly, and resolved or escalated in a timely manner to maintain a positive learning experience. Provide day-to-day set-up and operation of AV and teaching space equipment (projectors, lecture capture, microphones, control systems, video conferencing). Deliver front-line face-to-face support to teaching staff, providing user guidance and resolving routine issues. Conduct routine maintenance, testing, and preventative checks on AV and teaching space technologies including printer maintenance. Assist with installation and decommissioning of AV hardware/software following standard procedures. Escalate complex faults to senior colleagues, vendors, or specialist teams as required. Maintain accurate records of incidents and service requests in the IT service system. About you You’re a customer-focused IT professional with strong problem-solving skills and a collaborative mindset. You bring: Relevant qualifications and/or equivalent experience in IT support Experience working in a service desk or support environment Strong communication skills and a commitment to great customer service Ability to prioritise and manage competing requests A proactive approach to learning and continuous improvement What we can offer This is a fixed term full time position until 26th September 2026, primarily based at Griffith University Gold Coast. As Griffith is a multi-site University you may be required to work across other locations. Salary HEW 4 Salary - Base range - $76,126.29 - $80,321.54 17% super. Full package range - $89,067.75 - $93,976.19.
