University of Queensland

University of Queensland

IT Customer Support Officer


Closing soon

  • Information Technology Services – Customer Support Services

  • Full-time, continuing position with a salary in the range $74,378.89 - $82,842.92 plus a generous super allowance of up to 17%.

  • Achieve a work-life balance with a flexible 36:15 hours/week

  • Opportunity to engage with diverse and new technologies

  • Based at our St Lucia campus

  • About This Opportunity

    The primary function of the position is to 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 include:

  • Adopt and promote cyber security practices in compliance with UQ's Cyber Security Policy. Provide phone, email, and remote assistance for diagnosing and resolving hardware and software faults, ensuring timely responses and escalation when necessary. Perform on-site support when remote assistance is not possible.

  • Utilize tools for applications like WEBDNS, DHCP, AD, Exchange, and ITAM. Practice customer service principles, including courtesy and helpfulness, in service requests, incident and problem management, aiming for high customer satisfaction. Monitor and update documentation, actively use service management software to track tickets, and be responsive to local business requirements.

  • Participate in team meetings and building exercises. Maintain and update documentation, actively monitor service tickets, and respond to local business needs, including processing staff and student applications. Provide training on emerging software and hardware technologies and applications as needed.

  • Manage records in the IT Asset Management System (ITAM), participate in annual stocktake, and dispose of IT equipment according to UQ policy. Undertake projects related to equipment management, development, or maintenance in support of teaching, research, and business needs as directed.

  • About You
  • Demonstrate qualifications equivalent to an undergraduate degree in business administration, accounting, or a related field. Alternatively, showcase an equivalent combination of relevant experience and/or education/training.

  • Possess knowledge of PC and/or Macintosh operating systems, including experience providing support in environments like Windows, Linux, or Mac OS.

  • Experience in dealing with people in a service capacity within an IT environment. Demonstrate effective interpersonal, oral, and written communication skills, emphasizing the ability to document processes, work instructions, and interpret client requirements. Showcase problem-solving skills and the ability to provide remote assistance and on-site support.

  • Demonstrate experience in providing support in mobile technologies, familiarity with service management frameworks, and knowledge of audio- visual technologies. Display awareness of emerging technologies. Highlight the ability to work under pressure, prioritize tasks, meet deadlines, and pay attention to detail. Showcase self-motivation and the capability to work effectively both independently and as a team member. Experience working on project teams is a plus.

  • You must have unrestricted work rights in Australia for the duration of this appointment and may be required to complete background checks including, criminal history and education checks.

    About UQ

    As part of the UQ community, you'll 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'll 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:

  • 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.

  • On campus childcare options.

  • Cheap parking (from just $5.75 a day).

  • Salary packaging options.

  • Want to Apply?

    Should you wish to apply, please attach the following documents to your application:

  • Cover letter addressing the ‘About You' section above.

  • Resume

  • For more information about this opportunity, please contact Luke at [email protected]. For application queries, please contact [email protected] stating the job reference number (below) in the subject line.

    Applications close 25 February 2024 at 11.00pm AEST (Job Reference Number - R-34456). Please note that interviews have been tentatively scheduled for 11 March 2024.

    At UQ, our strength 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. Reach out to [email protected] for accessibility support or adjustments.

    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.

    Job details


    IT Customer Support Officer


    University of Queensland




    February 09, 2024

    Application deadline

    February 25, 2024

    Job type



    Computer Science,Business and Economics,Engineering

    About the employer

    The University of Queensland (UQ) is one of Australia’s leading research and teaching institutions. UQ strive for excellence through the creation, preservation, transfer and application of knowledge. For more than a century, this university has educated and worked with outstanding people to deliver knowledge leadership for a better world.

    Since it was founded in Brisbane in 1909, UQ has provided exceptional study experiences, research excellence and collaborative partnerships, coupled with an unforgettable lifestyle and stunning climate, to deliver knowledge leadership for a better world. With 3 campuses and more than 40 teaching and research sites, UQ is the perfect place to teach, research and study. Take advantage of the extensive UQ features including the largest research library in Queensland, hundreds of quality study spaces, several museums, a theatre, 11 college residences, and magnificent sporting facilities, such as swimming pools, tennis, basketball and volleyball courts, sports fields, Olympic-standard running tracks, and gymnasiums.

    Our high-quality range of around 390 undergraduate and postgraduate programs is one of the most comprehensive in Australia, providing students with the latest and most advanced disciplinary knowledge and industry placements informed by UQ’s world-leading research. UQ’s 6 faculties, 8 globally recognised research institutes and 100+ research centres attract an interdisciplinary community of more than 2,000 scientists, social scientists and engineers, who continue UQ’s tradition of research leadership.

    As you enjoy Queensland’s stunning campuses and climate, you can also make the most of the University’s proximity to many natural wonders – including beautiful beaches, lush rainforests, outback deserts, the Great Barrier Reef, as well as the largest sand island in the world – and visit stunning tourist attractions within an hour’s drive, such as the Gold and Sunshine Coasts, Byron Bay, Lone Pine Koala Sanctuary, and the world-famous ‘Australia Zoo’. Within Australia, Brisbane is renowned as a friendly and affordable city, with plenty of dining and entertainment attractions, and was ranked by The Economist Intelligence Unit’s 2019 Global Liveability Index as the world’s 18th most liveable city, achieving a perfect score for education and healthcare.

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