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Job Summary: Salary Level: Classification Level 5/6 (Salary range A$67,839 to A$85,060 gross per annum plus up to 17% employer superannuation contributions) Appointment: Full-time, ongoing Location: USC Moreton Bay (this position initially based at Sunshine Coast campus). There may be a future need for Service Desk Officer roles based at our Sunshine Coast campus. Please apply if interested.

Job Details: Overview of the Role

The focus for this role is providing Service Desk support for University clients and visitors, resolving problems or fulfilling requests at the first point of contact whenever possible. Using the Service Desk and other systems, calls are logged promptly, prioritised and assigned appropriately and escalated when required. This support also involves providing education and training to staff and students, monitoring service performance and timeliness, documenting problems and related solutions and assisting with the Student Help Desk Service.

The Service Desk Officer will also liaise with the IT support team to provide effective support for all products and services including resolving 2nd level work orders within queues owned by the Client Services team, developing specialist technical and/or functional expertise to extend the team’s capabilities, performing periodic preventative maintenance and designing and implementing solutions to meet the needs of clients.

The incumbent will hold a relevant degree qualification, or an associate diploma qualification with at least two years subsequent relevant experience, or an equivalent combination of relevant training and experience in service desk operations and experience supporting Windows, Macintosh and mobile operating systems. The Service Desk Officer will require outstanding client service skills including the ability to develop and maintain successful client relationships. Well-developed analytical, problem-solving and project skills are also required, along with strong organisational skills and the ability to work with minimal supervision in a high-volume environment.

To ensure availability of fundamental systems and services, staff within IT may be required to work outside normal working hours and/or be rostered to be on-call, including over the end-of-year University close-down period.

Additionally, in accordance with the University’s Staff Code of Conduct – Governing Policy, all staff are expected to display professional behaviour, communicate respectfully, and perform their duties responsibly.

A role statement is not intended to limit the scope of a role but to highlight the key aspects of the role. The requirements of the role may be altered in order to meet the changing operational needs of the University.