Service Centre Analyst (IT) at Griffith University

Gold Coast City, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Jul, 26

Salary

80321.54

Posted On

16 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Customer Service, AV Equipment Operation, Problem Solving, Incident Management, Service Desk, Technical Troubleshooting, Communication, Hardware Installation, Software Support, Video Conferencing, Preventative Maintenance

Industry

Higher Education

Description

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. Job Description As an IT Support Analyst, you’ll play a key role in delivering responsive, high-quality IT support across the University. You’ll manage and resolve service requests and incidents (Tier 0–2), while coordinating with specialist teams for more complex issues. You’ll act as a trusted first point of contact, ensuring timely resolution, clear communication, and a seamless support experience for our clients. What you’ll be doing Provide frontline customer service support to teaching staff and students, ensuring issues are logged, communicated clearly, and resolved or escalated in a timely manner to maintain a positive learning experience. Provide day-to-day set-up and operation of AV and teaching space equipment (projectors, lecture capture, microphones, control systems, video conferencing). Deliver front-line face-to-face support to teaching staff, providing user guidance and resolving routine issues. Conduct routine maintenance, testing, and preventative checks on AV and teaching space technologies including printer maintenance. Assist with installation and decommissioning of AV hardware/software following standard procedures. Escalate complex faults to senior colleagues, vendors, or specialist teams as required. Maintain accurate records of incidents and service requests in the IT service system. About you You’re a customer-focused IT professional with strong problem-solving skills and a collaborative mindset. You bring: Relevant qualifications and/or equivalent experience in IT support Experience working in a service desk or support environment Strong communication skills and a commitment to great customer service Ability to prioritise and manage competing requests A proactive approach to learning and continuous improvement What we can offer This is a fixed term full time position until 26th September 2026, primarily based at Griffith University Gold Coast. As Griffith is a multi-site University you may be required to work across other locations. Salary HEW 4 Salary - Base range - $76,126.29 - $80,321.54 + 17% super. Full package range - $89,067.75 - $93,976.19. Additional Information How to apply 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. Our University is committed to fostering a safe, respectful and inclusive community for all. In alignment with the National Higher Education Code to Prevent and Respond to Gender-based Violence (2025), Griffith University includes a declaration as part of the recruitment journey to uphold the values and standards of our community. 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. 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 For further information specifically about this role, please contact Mal Wilson, Service Centre Supervisor (IT) on 07 5552 8961 or [email protected] Closing date: Open until filled, applications will be reviewed and actioned as received. All applications must be submitted online. Primary Location (Campus): Gold Coast Employment Type: Full Time Department ID: Corporate Services Service Centre - SER Appointment Type: Secondment

Responsibilities

The Service Centre Analyst provides frontline IT and AV support to teaching staff and students, managing service requests and incidents. They are responsible for the setup, maintenance, and troubleshooting of teaching space technology and hardware.