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Casual Service Desk Analyst (4x Positions Available)


Source: uWorkin

Source: uWorkin


The Division of Information Technology Services (ITS) at The University of Queensland provides an information environment that supports the teaching, learning, research and engagement objectives of the University and contributes positively to the student experience and the University’s reputation. It delivers network, systems and IT infrastructure support to the University, and enhances UQ’s capabilities through the deployment of new infrastructure, systems and application development.

The largest central division within UQ and one of the largest employers of IT professionals in Queensland, UQ’s ITS Division has both breadth and depth across all aspects of technology. ITS supports the University with many exciting technologies; artificial intelligence, robotics, IoT, cloud, high performance computing, data analytics, virtual networks, high speed networks and big data are just some of the technologies that are being deployed to support UQ’s dynamic environment and varied stakeholders.

Also located within ITS is the internationally recognised network security group, AusCERT, which provides Internet security services throughout Australia and New Zealand. ITS manages core networks not only for the whole of The University of Queensland but also works with other Queensland universities by managing access to the national university network (AARNet). ITS also operates research computing infrastructure and hosts many of the University’s largest servers.

For further information visit our website http://its.uq.edu.au

About This Opportunity

The aim of the HEW 4 position is to provide basic support to clients, whilst building a broader knowledge of the services of ITS and UQ. Progression to the HEW 5 level will require the ability to provide guidance and advice to less experienced team members, as well as an advanced level of support to clients.

HEW Level 4

  • Operate as part of the coordinated Service Desk team, focusing on providing UQ central telephone reception, technical telephone support and voicemail support to the wider community and all staff in a courteous and efficient manner.
  • Provide accurate monitoring and fault logging.
  • Utilise the nominated service management system to log and process incidents and requests.
  • Update and maintain the electronic CAAB directory
  • Troubleshoot to identify and resolve problems according to technical guides.
  • Escalate unresolved problems to relevant tier 2/3 support groups.
  • Assist in the maintenance and development of knowledge for end users and other support analysts.
  • Perform administrative support when required.

HEW Level 5 (in addition to HEW 4 duties)

  • Perform complex data entry and reporting tasks in CAAB
  • Troubleshoot to identify and resolve problems without the assistance of guides.
  • Working with other teams to resolve complex requests.
  • Be an initial escalation point for other team members.
  • Provide advice to team leader for escalated events
  • Provide guidance and coaching to other analysts to resolve problems and to improve skills and knowledge - both technical and customer service.
  • Identify process improvements to enhance customer service.
  • Inform and educate clients to encourage self-support.
  • Maintain and develop knowledge for end users and other support analysts.
  • Represent the Service Desk on committees, in meetings and participate in projects under the guidance of more experienced staff.

Our Ideal Candidate

Our ideal candidate should have:

  • Experience in client service, technical support or related fields
  • Excellent client service and telephone skills
  • Demonstrated problem-solving and organisational skills
  • Experience in using computer-based systems and databases.
  • Knowledge of computing and networks.

You must have ongoing unrestricted work rights in Australia to apply for this opportunity.

We value diversity and inclusion, and actively encourage applications from those who bring diversity to the University. Our Diversity and Inclusion webpage contains further information if you require additional support. Accessibility requirements and/or adjustments can be directed to [email protected].

What We Can Offer?

This is a casual position initially looking for candidates at the HEW 4 entry level for this position.

The casual hourly rate will be in the range of $43.23 to $45.90 which incorporates a 25% loading.

You will be able to take advantage of UQ Sport Facilities, salary sacrificing options, on-campus childcare, discounted private health insurance, cheap parking, development programs and many other benefits.

For further information, please review The University of Queensland's Enterprise Bargaining Agreement 2018-2021.

Position Description

PD_Casual ServiceDesk Analyst.pdf


To discuss this role please contact Jarryd Foster [email protected].

For application queries, please contact [email protected] stating the job number in the subject line.

Want to Apply?

To submit an application for this role, use the APPLY NOW button below. All applicants must supply the following documents:

  • Cover letter addressing key selection criteria
  • Resume

To satisfy pre-requisite questions and ensure your application can be considered in full, all candidates must apply via the UQJobs portal by the job-closing deadline. Applications received via other channels including direct email will not be accepted.