About this job
About the Department:
The Department of Education (DoE) is committed to delivering responsive services focused on equity and excellence to Queenslanders and their communities. We promote equity and excellence by our commitment to respect, protect and promote human rights. Our objectives are: a strong start for all children, every student realising their potential, fair and safe workplaces and communities, capable people delivering our vision. Our vision is one of equity and excellence in a progressive, high performing education system that realises the potential of every student.
About the role:
As the Senior IT Service Centre Consultant you will:
- Ensure quality service outcomes for customers by the resolution of customer problems through effective coaching, mentoring and training of IT Service Centre staff.
- Provide a first point of contact and enhanced support for technical requests in the use of a wide range of software and hardware, in house systems and products and services utilised throughout the department.
Responsibilities include:
- Promote effective communication within the team and provide coaching, mentoring and training for IT Service Centre staff.
- Build relationships with key support staff in small regional schools.
- Monitor the quality of knowledge base articles and provide input through creation of documentation or updating records of known error and associated fixes.
- Undertake in-depth problem assessment and analysis of incoming work with the objective of resolving as many tickets as possible and reducing recurring calls.
- Undertake research and analysis, provide information and make recommendations that contribute to business goals and improvements.
- Promote and support a culture of professional behaviour by actively listening to colleagues and clients and contributing to the provision of high-quality customer service.
- Utilise developed procedures to document problems, requests and questions, recommend modifications to procedures and update.
- Participate in the development and implementation of Service Centre projects.
- Provide enhanced remote support, log incidents, resolve problem requests and questions reported to the Service Centre and promptly allocate unresolved calls to the relevant support team.
Please refer to the attached role description for any mandatory requirements for this position.
To Apply:
- Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history)
- Attach a 2-page response to the How you may be assessed section of the attached role description.
We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.
Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.
Applications from recruitment agencies will not be accepted.
When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.
Salary rate shown is reflective of full-time (1.0 FTE).
The Department of Education is a family inclusive workplace. Click here to find out more about our Inclusion and Diversity strategies.