Are you ready to take your Information and Communication Technology (ICT) skills to the next level?

An exciting opportunity has become available for two high performing individuals to join the Information Technology Branch (ITB) of Transport and Main Roads (TMR) in the role of Service Support Analyst. In this role, you’ll provide first and second-level ICT support in an inbound customer contact centre environment, managing the installation, configuration, and maintenance of hardware, software, and networks.

You’ll also coordinate ICT services with internal and external providers, ensuring service levels are met while contributing to the development of operational policies and standards. If you’re passionate about technology and thrive in a customerfocused environment, we’d love to hear from you!

Job details

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

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

There are two permanent AO4 opportunities available.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• TMR Applicant Guide (PDF, 322KB)
  
  
  649307 25 Role Description v1 (Word, 556KB)