Service Centre Analyst (IT)

Job Description

Appointment Type: Continuing Company Description Every institution values excellence. What matters most is why. Griffith was created to be a different type of university. You’ll find we’re about leading research, academic excellence, and the transformative power of education. But what sets us apart is why those things matter and how you’ll achieve them. Why? Griffith brings together exceptional minds like yours from across the globe and from all walks of life. Here, we do incredible work, questioning and challenging, always in the pursuit of excellence. The Service Centre delivers core University services and support through an easy to access, service experience for students and staff, through a consistent, efficient and effective service delivery model. Job Description 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 0-2), else promptly channeling requests for help to appropriately skilled technicians and functions for resolution (tiers 2-3). 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 organization’s 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. Provides 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 categorizes 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 on-the-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 multi-site University you may be required to work across other locations. HEW 4 Salary – base range - $71,827.41 - $75,785.75. Full package range - $84,038.08 - $88,669.34. Additional Information Why join Griffith? As a values-led organisation, at Griffith University, we've 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, we’re committed to providing a safe and inclusive environment for all - whoever you are and wherever you’re 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 zero-tolerance policy against all forms of modern slavery. For more information, please refer to Griffith’s 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. Closing date: Open until filled. All applications must be submitted online. #J-18808-Ljbffr