Support Analyst - First Level Technical Support

Queensland Airports Limited
Gold Coast
Information & Communication Technology
Help Desk & IT Support
Full time
Posted 27d ago

Support Analyst 

Queensland Airports Limited

Who are we?

Queensland Airports Limited (QAL) is an accomplished airport operator that owns and operates Gold Coast, Townsville, Longreach and Mount Isa airports.  We welcomed about 6.3 million passengers in FY20, connecting the Gold Coast and northern NSW, along with regional Queensland, to the rest of the country and beyond.  An Australian-owned company, we are committed to delivering for the communities where we operate. Our vision is to engage customers, connect communities and deliver exceptional experiences.   


What you’ll contribute to:

An exciting opportunity has become available for a motivated Support Analyst to join the QAL Technology team.  The role is a permanent position, reporting through to the Infrastructure Manager. 

You will have a customer focus and will bring your friendly nature to the role, providing support to all employees and customers with the technology we use at QAL.  These tools are both customer facing (laptops, PC’s, phones) but also internal (servers, network etc.) and are integral to the operation of QAL.  

Seen as the ‘front door’ to Technology, you will be the first point of contact for all incidents and service requests that are received by the QAL technology team.  In this role, you will provide first level support and triage/escalate service requests as required. 


Joshua, who joined the Company as Business Technology Manager in the Technology Team in 2019 shares his experience of working with QAL.

“I joined Queensland Airports Limited to be involved in an organisation with a lot of opportunities and growth. Queensland Airports owns and operates 4 airports, including Gold Coast Airport, Australia’s sixth busiest. 

QAL has given me the opportunity to deliver technology solutions for our business and to develop my skills in parts of IT and the aviation industry that I had not had the opportunity to work in previously. With exciting projects, and terminal redevelopments happening across multiple sites, there is always an opportunity to influence real and positive change. The learning and enjoyment I have gained from this experience keeps me coming back for more each day.”


How you will make an impact?

We are looking for an enthusiastic problem solver, who shares the Technology team’s commitment to innovative and high-quality services.  You will have a minimum of 1-2 years’ experience working within a technical help desk environment (preferably operating in accordance with a ticketing system).

Graduates are also encouraged to apply for this role! 

You will have an excellent knowledge of applications within a Windows based environment, including Microsoft Office Suite; Microsoft Office 365 and SharePoint Online.

You will have strong interpersonal skills and an ability to communicate effectively and build relationships with a range of internal and external stakeholders. 

In this role, you will have the opportunity to learn, grow and excel in your technology career. 


Key deliverables/responsibilities include, but are not limited to:

  • Responding to internal customer requests, plan, prioritise and schedule work to deliver effective and timely resolutions.
  • Tracking incidents, requests, problems and solutions and ensuring customers are kept informed of progress.
  • Maintaining relevant technical documentation.
  • Participating in cross-functional projects, sharing knowledge, and contributing to continuous improvement.
  • Ensuring all IT assets are maintained and accounted for.  
  • Training employees in the use of all software and hardware. 


What we offer you?

This is an opportunity to be part of a progressive organisation with a great culture and assist in the transformation and growth of the business. Flexible working options are available for all employees. At QAL, we uphold the philosophy that the smooth integration of life and work benefits all. We call it Living Well.

If you are interested in this role and would like to explore in more detail the key responsibilities, please obtain the role description at: [link removed]

QAL supports an inclusive approach and values diversity within the workplace. We aim to provide opportunities that allow individuals to reach their full potential regardless of their background, gender, age, work status, religious or cultural identity. Aboriginal and Torres Strait Islander peoples are encouraged to apply

The successful candidate will be required to adhere to QAL’s Drug and Alcohol Management Plan (DAMP, which includes pre-employment Drug and Alcohol Testing, and have the ability to obtain an Aviation Security Identification Card (ASIC).

Employer questions

Your application will include the following questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a Technical Support Role?
  • Do you have customer service experience?
  • What's your expected annual base salary?
  • How many years' experience do you have in the IT industry?
  • Have you worked in a role where you were responsible for providing level 1 technical support?

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