Service Support Analyst

3 days ago

Brisbane, Australia Queensland Government Full time

**Are you passionate about technology and delivering exceptional customer service?
We're looking for two Service Support Analysts to join our dynamic team at the Information Technology Branch (ITB) within the Department of Transport and Main Roads (TMR). In this role, you'll work in an inbound customer contact centre environment, providing critical support for Information Technology and Telecommunications services. You'll play a key role in ensuring our systems run smoothly to meet the needs of TMR and other supported agencies.

Key Responsibilities:
As a Service Support Analyst, you will:

- Deliver customer focused first and second-level ICT support for approved software and hardware, ensuring alignment with Managed Operating Environment (MOE) and Corporate Desktop guidelines.
- Contribute to the management of services through the installation, maintenance and administration of local area networks, personal computers, operating systems (Windows 10 and Windows 11), video conferencing equipment, Voice Data Mobility (VDM) solutions, Collaboration Tools and department-specific hardware/software.
- Coordinate ICT services and supplies from internal and external providers to meet organisational needs.
- Ensure support and fulfilment activities are completed within specified service levels, while providing expert advice on ICT-related issues and asset management.
- Stay up-to-date with the department's ICT environment, business activities and emerging technology trends, contributing to the development and review of operational policies, practices and standards.

Mandatory Conditions:

- Participation in an on-call roster is required, and you may need to undertake weekend work or overtime as necessary.

Requirements of the Role:
We're looking for someone with:

- Qualifications in Microsoft Windows, Microsoft Active Directory, Microsoft Office Productivity Suite, ITIL, or a similar discipline (highly regarded).
- Strong interpersonal and communication skills, with the ability to build and maintain effective relationships with team members and stakeholders.
- Demonstrated experience in a technical support environment.
- Proven skills and experience in a Call Centre/Service Centre environment, delivering outstanding customer service.

For more information and how to apply, please see the role description.

Applications to remain current for 12 months.

Job Ad Reference: QLD/649307/25

Closing Date: Thursday, 07 August 2025
This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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