IT Service Delivery Officer

Cairns, Australia
05 Feb 2018
End of advertisement period
19 Feb 2018
Contract Type
Fixed Term
Full Time

Position Overview

The IT Service Delivery Officer provides an excellent customer experience and undertakes second level support in the use of personal computing technologies including advanced applications support and resolution of highly complex problems. The incumbent also provides training and workshops to ensure clients develop skills required to use information technologies, resources and services.

Division of Services and Resources

The Division of Services and Resources comprises a number of Directorates and Offices whose activities foster and promote innovation and best practice in the delivery of its services and provide the frameworks and support to assist the Academy and Service Divisions achieve their goals and objectives.

The Division is responsible for overall strategy in relation to: planning, performance and budgeting framework; strategic procurement; financial and human resources; ICT services; business intelligence and statistical reporting; strategic commercial activities, including in relation to the Discovery Rise project and Retail outlets; quality enhancement and policy framework; capital infrastructure planning and maintenance and delivery of capital projects for ICT and the Estate; health and safety management and compliance; provision of campus services including cleaning, grounds maintenance, security and student accommodation.

The Division has a strong customer service ethic and continuous improvement culture. We are receptive to new ideas and ways in which we can enhance our delivery of services for the University. 

Information and Communications Technology Directorate

The Information and Communications Technology (ICT) Directorate’s mission is to be the University’s strategic technology partner, playing a key role in the success of James Cook University and the achievement of JCU’s Strategic Intent. ICT enables excellence in blended learning and teaching and research, and is an enabler of an effective and efficient organization through automation of business processes and provision of relevant business information.

The ICT portfolio includes responsibility for all aspects of University ICT across all campuses and sites, and has functions devoted to strategy and architecture, project delivery and delivery of a broad range of contemporary and relevant ICT services to the University community.

Organisational Charts

James Cook University

Division of Services and Resources                                           

Information and Communications Technology Directorate

Principal Accountabilities

  1. Undertake second level support and see project tasks through to completion working within agreed priorities, seeking feedback and guidance as required andensuring quality outcomes are achieved.
  2. Implement and support the University’s personal computing environments (MOE's) and Unified Communications service, and supporting students in formal and informal learning spaces on the Townsville or Cairns campus and remote teaching and research locations.
  3. Manage time and resources to ensure that resolution of service requests and reported incidents are completed within prescribed service levels based on urgency and impact to the business of the requestor and the University.
  4. Participate in team planning processes, ensuring recommendations are provided to the Manager Desktop Services regarding appropriate technology strategies for the University.
  5. Document the resolution of reported incidents, service requests and project tasks through effective use of the provided Service Management Software.
  6. Utilise online learning materials, technical forums, internal and external workshops and technical publications to effectively keep skill sets relevant, current and a high standard.
  7. Support the University's commitment to the principles of reconciliation, which exemplify respect for Aboriginal and Torres Strait Islander heritage and the valuing of justice and equity for all Australians.
  8. Demonstrate a commitment to the University values and Divisional attributes.
  9. Support the principles of the TropEco program and engage in commitment to JCU sustainability goals and objectives.


There are generic responsibilities that apply to all James Cook University staff. Your specific level descriptor can be found at:

Professional and Technical

Level 6

Generic Accountabilities 

There are generic responsibilities that apply to all James Cook University staff. 

  1. The IT Service Delivery Officer is required to observe the lawful and reasonable directions, policies and decisions of the University Council, understand and comply with the Enterprise Agreement, the Statutes and Rules of the University, the policies and decisions of the University Council and other appropriate University authorities, as in force from time to time.
  2. The IT Service Delivery Officer is required to demonstrate a personal commitment to ensure personal safety and the safety of others and contribute to the continuous improvement of our WHS performance. This includes the effective implementation and compliance with James Cook University WHS policies, procedures and safe systems of work, together with all relevant legislation, duties and obligations. Contribute to the continuous improvement of our WHS performance.
  3. The IT Service Delivery Officer is required to exercise proper discretion in all matters affecting the well-being of the University which involve public writing or speaking in accordance with the University’s Code of Conduct. 

Special Conditions

  • This position may require the incumbent to participate in an on-call roster.
  • This position may require the incumbent to carry and answer a University mobile phone during and outside normal business hours.

Selection Criteria

Selection and appointments will be assessed against selection criteria.


  1. Degree in Information Technology or related discipline, and subsequent relevant experience in personal computing environments, or an equivalent combination of experience and/or education and/or training.
  2. Demonstrated well developed written and oral communication, interpersonal and influencing skills with a variety of stakeholders at different levels and a track record of delivering high levels of customer satisfaction.
  3. Proven well developed analytical and problem solving skills relating to personal computing application environments and Microsoft Office Productivity suite.
  4. A demonstrated ability to meet deadlines under time pressures in a strongly focused service delivery environment.
  5. Experience with Microsoft Server or later and Microsoft Active Directory.
  6. 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.


  1. Knowledge of a university environment.
  2. Experience operating within the ITIL framework.