Service Centre Analyst IT

About the Opportunity

Service Delivery provides support services for audio visual video conferencing and end user computing services across all University campuses.

Service Centre Analysts process and coordinate appropriate and timely responses to IT service requests and incident reports in the request to resolve value chain. They are responsible for resolving requests (tier 02) else promptly channeling requests for help to appropriately skilled technicians and functions for resolution (tiers 23). They monitor resolution activity and keep clients appraised of progress towards service restoration and resolution.

Key Responsibilities

• Specialist advice. Actively maintains knowledge in one or more identifiable specialisms. Provides detailed and specific advice regarding the application of their specialism(s) to the organizations planning and operations. Recognizes and identifies the boundaries of their own specialist knowledge. Collaborates with other specialists where appropriate to ensure advice given is appropriate to the needs of the organization.
• Systems installation/decommissioning. Installs or removes hardware and/or software using supplied installation instructions and tools including where appropriate handover to the client. Conducts tests corrects malfunctions and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provide assistance to users in a professional manner following agreed procedures for further help or escalation. Reviews change requests. Maintains accurate records of user requests contact details and outcomes. Contributes to the development of installation procedures and standards.
• System software. Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.
• Incident management. Following agreed procedures identifies registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
• Customer service support. Acts as the routine contact point receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards and applies these to track monitor report resolve or escalate issues. Contributes to the creation of support documentation.

About you

• The occupant of this position will hold relevant qualifications with work related experience or a certificate level qualification with relevant work experience or experience and onthe job training; or an equivalent combination of relevant experience and/or education/training.

What we can offer

This is a continuing opportunity based at the Gold Coast. As Griffith is a multisite University you may be required to work across other locations.

HEW 4 Salary base range $71827.41 $75785.75. Full package range $84038.08 $88669.34.

Additional Information :

Why join Griffith

As a valuesled organisation at Griffith University weve worked hard to create a dynamic and strong organisational culture. We offer:

• Wide range of Learning and Development opportunities
• Mix of on campus and work from home options available and a supportive work environment
• Salary packaging options and corporate health discounts
• Generous leave entitlements including paid parental leave and leave loading
• Support with future learning opportunities through our educational staff assistance scheme
• Opportunities for internal mobility
• Health Safety and Wellbeing initiatives on campus Gym facilities

At Griffith were committed to providing a safe and inclusive environment for all whoever you are and wherever youre from. If you require any accommodations we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Griffith University values diversity inclusion and flexibility and we encourage Aboriginal and Torres Strait Islander and people of all backgrounds to apply. For more information please visit our Equity Diversity and Inclusion page. Griffith University also maintains a strict zerotolerance policy against all forms of modern slavery. For more information please refer to Griffiths Modern Slavery Policy.

How to apply

Please submit your application online and ensure it includes the following:

• A covering letter outlining your suitability for the role please refer to the qualifications above and the position description.
• Current curriculum vitae/resume including full contact details

For application and recruitment advice please reach out to Laura Whitworth Talent Acquisition Partner on 

Closing date: Open until filled. All applications must be submitted online.