The University of Queensland

Casual Service Desk Analyst (4x positions available) (BB-5F9BE)

Found in: Neuvoo AU

Description:

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.

    calendar_today15 hours ago

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