Support Analyst

Full Time
Listed on 21 November 2023

Queensland Airports Limited (QAL) is an accomplished airport operator which owns and operates Gold Coast, Townsville, Longreach and Mount Isa airports – connecting the Gold Coast and northern NSW, along with regional Queensland, to the rest of the country and beyond. We are an Australian-owned company with a vision to create valuable connections, inspire a sustainable future, and be the first-choice gateway for our regions – and a commitment to delivering for the communities where we operate. QAL is formally recognised as a ‘Great Place to Work – Certified’ organisation – currently the only airport operator in Australia with this certification. QAL is dedicated to a target of net zero Scope 1 and Scope 2 emissions by 2030. With strong passenger numbers, terminal upgrades underway – there has never been a better time to join QAL.

This role is responsible for providing customer focused support for QAL employees and customers across the technology used 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. The role is responsible for maintaining, supporting, monitoring and identifying and rectifying issues related to these wide arrays of products and infrastructures and to provide excellent customer service in delivering this service.

Tracey, who joined Queensland Airports Limited in 2016, shares her experience of working at QAL:

“One of the best aspects of is working at QAL is its commitment to its employees’ well-being and professional development. The company invests in its workforce, providing mentorship opportunities, and a culture that encourages continuous learning. The work environment at QAL is supportive and collaborative as well as colleagues and team leaders are always approachable and open to new ideas.

The Technology Team is diverse both in culture and work experience. QAL understands the importance of maintaining a healthy work-life balance and offers work flexibility, plus many more benefits. It is a great company with a vision that goes beyond just profits, and I am happy to be involved in its journey”.

The successful candidate in this role will have strong customer focus and desire to problem solve, as well as a strong desire to learn, grow and excel. An understanding of cyber security principles and delivery principles is desired, but not necessary.

We encourage recent graduates to apply for this position.

Key deliverables/responsibilities include but are not limited to:

  • Provides application maintenance and support services, either directly to users of the systems or to service delivery functions
  • Investigation and resolution of issues that may also include performance monitoring, asset rebuilds, and other technical work required to resolve issues with technology
  • Develop relationships and collaborate with the system’s developers and/or with other SME’s in QAL Technology
  • The provision of workplace technology maintenance and support services
  • Provide excellent customer service to end users which reflects highly on the services provided by QAL Technology
  • The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients aware of progress towards service restoration

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’.

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).

Please obtain the Position Description by clicking here

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