Service Centre Analyst (IT)

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.