Job Title: Senior Technical Support Officer (STSO)
Organisation Information and Communication Technology
Type of Continuing full-time
Classification: HEW 6
Remuneration: Gross salary package from $62,426.37 to $67,269.78 per annum.
This salary package consists of:
Base salary range from $53,355.87 to $57,495.54 per annum,
employer superannuation of 17% of salary; and any
other cash benefits, such as allowances or loadings.
Closing Date: 12 March 2007
Further Stephen Pike (07) 3346 8505
The Faculty of Biological and Chemical Sciences (BACS) Service Desk, is the focal point for all
Faculty staff and student telephone, web and email enquiries for Information and Communication
Technology (ICT) support. STSO staff provide advanced Tier 1 and Tier 2 technical support on a broad
range of ICT services, including desktop/notebook fault resolution, Internet service provision,
hardware procurement and application support.
Information for Prospective Staff
Information about the University, State of Queensland, living in Brisbane and employment at the
University is at the University’s web site. (http://www.uq.edu.au/) For a comprehensive guide to
family friendly work practices and services visit the Work and Family web site at
The University of Queensland Enterprise agreement (Academic Staff) outlines the position
classification standards for HEW Levels 1 to 9.
Primary Purpose of Position
The aim of this position is to provide basic support to clients through telephone support, remote
desktop administration and face-to-face communication with clients. Where the requirement is beyond
scope of Tier 1 and Tier 2 support it is the role of the TSO to escalate the incident to Service Support
Team Leader or to Tier 3 support.
Duties and responsibilities include, but are not limited to:
Customer Service/Technical HelpDesk Support
• Provide Tier 1 and Tier 2 technical support for clients.
• Troubleshoot to identify and resolve problems without the assistance of guides.
• Escalate unresolved problems to relevant Service Desk or Tier 2 support groups.
• Log calls according to Service Desk procedures.
• Provide hands-on advice and assistance to Assistant Technical Support Officers to resolve
• Identify process improvements to improve the Service Desk’s performance and customer
• Resolve customer complaints and/or refer to the Team Leader when necessary.
• Notify Team Leader of any previously undetected outages.
• Test, research and develop solutions for technical guides. This may include liaison with
Service Desk and other Faculty ICT staff or with other University groups such as
Information Technology Services (ITS).
• Inform and educate clients to encourage self-support.
• Ensure ownership of incident from open to close status and proactively keep clients
informed of their job status
Information, Documentation and Knowledge Management
• Maintain and develop knowledge in the following:
• Desktop and server Operating Systems
• Internet software and services
• Client, server, Internet and desktop applications
• Software tools (including helpdesk tools - eg call tracking remote administration,
• Hardware and software configuration
• Network protocols
• Organisation structure of the University and the Faculty
• Services provided by the ICT Unit of the Faculty
• Maintain personal technical information resource, which includes researching and
documenting problems and solutions for future reference.
• Assist in the development and maintenance of Service Desk documentation.
• Communicate technical solutions and other Service Desk critical information to other
Service Desk staff. Prepare and update technical factsheets, Frequently Asked Questions
(FAQs), contact lists and technical guides for distribution.
• Recommend technical manuals and other reference material for the Service Desk Library.
Administration and Management
• Provide guidance and coaching to Assistant Technical Support Officers to improve their
Service Desk skills, including customer service and technical knowledge.
• Provide administrative assistance where required.
• Complete timesheets.
Note: An employee may be required to carry out other duties within the scope of the classification and
within the limits of their skill, competence and training. An employee may be requested to work shift
work on a rostered basis and participate in an on-call roster. An employee may be required to work at
any of the University’s campuses.
Workplace Health and Safety Responsibilities
Employees are expected to comply with the requirements of Queensland occupational health and safety
(OH&S) legislation and related OH&S responsibilities and procedures developed by the University.
More information on these requirements can be found at
Code of Conduct
All Faculty of Biological and Chemical Sciences staff are expected to comply with The University of
Queensland’s Code of Conduct (found on the internet at http://www.uq.edu.au/staff/ employment).
This Code outlines the need for all staff to treat all persons equitably and with respect. The University
of Queensland regards a staff member’s personal behaviour towards, and interaction with, others, as a
vital part of the duties of his/her position.
Responsible to: Faculty ICT Manager through Service Delivery Team Leader
Qualifications and Experience
• A Bachelor’s degree without subsequent relevant work experience, OR
an equivalent combination of relevant education, experience and training
• Experience in client service, technical support or related fields
• Experience in using major job tracking tools (eg: Remedy, HEAT, Assyst, Infra)
• Accredited as a Microsoft Computer Professional (MCP) or A+ Certification
Knowledge and Skills
• Demonstrated ability in effectively managing and troubleshooting computing operating
systems (covering Microsoft Windows 2000 and Microsoft Windows XP) and computing
• Demonstrated understanding of server operating systems (covering Microsoft Windows
2000 and Microsoft Windows 2003 Advanced Server)
• Demonstrated ability in providing customer focussed support and maintaining a consistent
and reliable level of support
• Excellent telephone, client service, interpersonal and communication (both oral and
• Knowledge of computing operating systems (Apple Macintosh OSX, Unix/Linux
• Understanding of Australian Standard AS8018(BS1500) ICT Service Management
• Understanding of the Information Technology Infrastructure Library (ITIL) methodology
• Demonstrated commitment to excellence in client service provision
• Demonstrated ability to work effectively and remain calm under conditions of frequent
disruption and the pressure of client demands
Applications must consist of the following:
1. Covering Letter. The covering letter should include the vacancy reference number,
your contact address and telephone number. It is an opportunity in not more than one
page to introduce yourself and highlight the key reasons you should be considered for
2. Resume or Curriculum Vitae. A resume is a brief history of your employment and
experience that covers the following areas:
• Educational qualifications and professional affiliations that detail the full title
of the qualification, the year awarded and the title of the institution attended;
• Employment history in chronological order, starting with current position and
specifying dates of employment, title of each position, name of employer,
main duties or accountabilities and achievements; and
• The names and contact details (address, telephone, fax and e-mail) of three
referees, including if possible a senior person (preferably your supervisor or
the head of your organisational unit) closely associated with your current
3. Selection Criteria. A statement addressing how each of the selection criteria have
been met is required to assist the Selection Committee determine whether you have
the relevant qualifications, knowledge/skills, experience and personal qualities.
An academic curriculum vitae should include research fields and current interests,
publications (full list as attachment with three most significant marked with an asterisk),
research grants awarded and , if applicable, details of teaching evaluation.
Applications are to be sent to:
Human Resource Officer
Faculty of Biological and Chemical Sciences
The University of Queensland
Brisbane QLD 4072
Or email: firstname.lastname@example.org
• Applications should be typed;
• Do not send applications that are bound or enclosed in plastic or manilla folders;
• Simply staple the application at the top left hand corner; and
• Retain a copy for your reference because the University does not return copies to
A Selection Committee will consider all applications and shortlist candidates for interview
who appear to meet the selection criteria at the highest levels. They will be invited to attend
an interview and the remaining unsuccessful applicants will be notified accordingly.
An invitation to attend an interview provides an opportunity to provide further information to
the Selection Committee to substantiate your claims against the selection criteria or
demonstrate your capabilities. Please note that for some positions interviews may be
conducted by teleconference in the first instance.
The Selection Committee will subsequently seek referee reports, if not sought prior to
interview, before making a decision to make an offer of appointment to the preferred
candidate. The purpose of referee checks is to obtain, in confidence, factual information
about your past work history, as well as opinions regarding the quality of your work,
behaviour in the work place and suitability for the position. Referee reports may be sought
orally, or for academic staff, in writing by post or e-mail.
Referees should normally include current supervisors or and/or managers. A referee must be
able to comment on your work experience, skills and performance with respect to the
selection criteria. Referee checks conducted after the interview process can sometimes delay
notification of the successful candidate and other interviewees.
If you are the preferred candidate, you will receive a written offer of appointment to the
position. Do not take any action, such as resigning from your current position, before you
receive a written offer of appointment.
The University of Queensland is an equal opportunity employer.
Smoking is prohibited in all University buildings.