Uploaded on


  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads


Total Views
On Slideshare
From Embeds
Number of Embeds



Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

    No notes for slide


  • 1. POSITION DESCRIPTION Job Title: Senior Technical Support Officer (STSO) Organisation Information and Communication Technology Unit: Reference 3013695 Number: Type of Continuing full-time Employment: 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, plus 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 Information:
  • 2. BACKGROUND Organisational Environment 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 http://www.uq.edu.au/equity/index.html?page=11661 The University of Queensland Enterprise agreement (Academic Staff) outlines the position classification standards for HEW Levels 1 to 9. DUTY STATEMENT 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 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 problems. • Identify process improvements to improve the Service Desk’s performance and customer satisfaction rating. • 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
  • 3. 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, knowledge base • 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 http://www.uq.edu.au/ohs/stru-jstaff.html 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. Reporting Relationships Responsible to: Faculty ICT Manager through Service Delivery Team Leader
  • 4. SELECTION CRITERIA Qualifications and Experience Essential • 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 Desirable • 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 Essential • Demonstrated ability in effectively managing and troubleshooting computing operating systems (covering Microsoft Windows 2000 and Microsoft Windows XP) and computing peripherals • 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 written) skills Desirable • Knowledge of computing operating systems (Apple Macintosh OSX, Unix/Linux derivatives). • Understanding of Australian Standard AS8018(BS1500) ICT Service Management • Understanding of the Information Technology Infrastructure Library (ITIL) methodology Personal Qualities Essential • 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
  • 5. APPLICATION 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 the role. 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 work. 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: Katie Baines Human Resource Officer Faculty of Biological and Chemical Sciences The University of Queensland Brisbane QLD 4072 Or email: k.baines1@uq.edu.au Please note: • 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 applicants.
  • 6. SELECTION PROCESS 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. 20011019