James Cook University (JCU) is creating a brighter future for life in the Tropics and beyond, through education and research that makes a difference locally and globally.

We now have multiple opportunities available for enthusiastic and skilled Service Delivery Officers to join our Workplace Service Delivery team in the Technology Solutions Directorate.

• Continuing appointments
• Full-time: 36.25 hours per week
• Based at the Townsville Bebegu Yumba campus in picturesque tropical North Queensland
• HEWL 6: $83,115 - $90,022 per annum plus up to 17% superannuation.

WHAT YOU CAN ACCOMPLISH IN THE ROLE

Are you ready to take on a dynamic role that combines technical expertise and customer service skills? We're seeking dedicated professionals to join our team and provide top-notch second-level technical support to University stakeholders. Your responsibilities will include meeting user requirements and operational deadlines, ensuring service requests are completed in line with service level agreements and priorities, and actively contributing to the ongoing enhancement of our service delivery processes and technology strategies. You'll play a key role in enhancing student and staff experiences by supporting the implementation of our personal computing environments and Unified Communications Service, whilst maintaining best practice standards through accurate documentation of incident resolutions, service requests, and project tasks.

WHAT YOU WILL BRING TO THE ROLE

• Degree qualifications in Information Technology or a related field, and relevant experience or an equivalent combination of experience, education and training.
• Well-developed verbal communication and interpersonal skills with a proven ability to maintain highly effective working relationships and deal with complex customer matters.
• Significant organisational, problem-solving and administrative skills, with the ability to prioritise and meet competing deadlines, and an established record of exercising judgement and initiative.
• Demonstrated proficiency in resolving complex cases involving personal computing application environments, Microsoft 365 Productivity Suite, and extensive familiarity with Microsoft Server and Microsoft Active Directory.
• High-level computer literacy and experience in Microsoft, Apple and Linux Operating Systems, Microsoft Office Suite, Desktop Management Software, Web Browser technology and database applications.
• Whilst not mandatory, it would be advantageous to have experience operating within the ITIL Framework in a University environment.

WHY JCU?
JCU offers a culturally diverse working environment with opportunities for professional and personal growth – working under the values of Authenticity, Excellence, Integrity, and Respect. We support our people through the provision of:

• A generous superannuation scheme with up to 17% employer contributions with UniSuper
• 5 weeks of annual recreation leave
• Cash-out annual leave and time in lieu options
• 15 days paid sick/carers leave per year
• Up to 6 months of paid parental leave
• Genuine flexible working options
• Attractive options for salary packaging
• Staff study assistance and paid study leave
• Fitness Passport
• Free Employee Assistance Program (coaching and counselling)
• Well-equipped facilities including an on-campus childcare centre and primary school, cafes, hairdresser, post office, medical centre and gym
• A balance of work and life so you can enjoy a lifestyle that supports a diverse range of leisure and sporting interests.

HOW TO APPLY
Ready to embark on this exciting journey? Visit the Careers at JCU website for further information and to submit your application online.

Vacancy Reference Number 18655

Applications close on 13 November at 11:59 PM AEST

Please ensure that you address the ‘Key Requirements for Success’ in your cover letter.

James Cook University encourages people from all backgrounds who meet the role requirements to apply. We value and celebrate the diversity of our community and are committed to ensuring our learning and working environment is safe and welcoming.