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Enterprise Systems Support Officer

4 months ago

Brisbane, Australia TAFE Queensland Full time

About TAFE Queensland
TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State. For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers. TAFE Queensland been named the Large Training Provider of the Year at the prestigious 2023 Australian Training Awards. Our training is delivered to students and apprentices on-site, online, in the workplace, or on-campus to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies.
By working at TAFE Queensland, you can be part of a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training.
Your Opportunity
As the Enterprise Systems Support Officer, you will be responsible for:

- Ensuring quality service outcomes for customers by the resolution of customer incidents/problems through effective coaching, mentoring and use of support documentation/procedures.
- Providing a first point of contact and initial point of resolution for technical incidents & requests in the use of Enterprise and Student Systems.
- Continuous improvement reviews and updates are applied to system support materials and procedures.

This position reports to the Manager, Enterprise Systems Development.
This is a Temporary, Full-Time opportunity, to 27 June 2025 unless otherwise determined.
The position will be based primarily at Mount Gravatt however, you may negotiate to work at another TAFE Queensland campus.
Key Responsibilities
- Provide Level 1 support for all Enterprise and Student Systems, log incidents, resolve incident requests and questions reported and promptly allocate unresolved incidents to the appropriate Level 2 support resources or re-route to appropriate support channels as necessary.
- Promote effective and efficient communication to meet agreed user support timeframes; mentor staff to implement the use of system knowledge using existing training and support material.
- Undertake in depth problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls or support incidents.
- Monitor the quality of knowledge base materials and provide input through creation of documentation or updating records of known errors and associated fixes.
- Liaise with end users and Regional Resolver Group team members to provide status updates, data trends and feedback.
- Utilise developed procedures to document problems, requests and questions; recommend modifications to procedures/work instructions/knowledge base articles and update as required.
- Participate in the development and implementation of future enterprise systems and student systems support projects.
- 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.
- Undertake research and analysis, provide information and make recommendations that contribute to business and management support reporting.
- Develop, implement, maintain and review systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the team, including system automation.
- Organise individual workloads to ensure quality, responsive and appropriate client service is delivered.

How you will be assessed
The ideal applicant will be someone who has the following key capabilities:
*
- Well-developed ICT knowledge, including the ability to diagnose system errors and to resolve these problems quickly and effectively.
- Ability to identify opportunities for improved services and outcomes, and in generating creative solutions. Demonstrated problem solving and analytical skills to resolve system related incidents or issues.
- Demonstrated interpersonal, written and oral communication skills, including the ability to establish and nurture collaborative relationships with staff, customers, suppliers and stakeholders.
- Demonstrated ability to analyse situations, prioritise and organise individual and group workloads in order to achieve outcomes within negotiated timeframes.
- Demonstrated ability to effectively coach and mentor and develop staff with a view to providing high quality ICT customer service.
- Demonstrated ability to live and promote a strong ICT team culture that values the contributions of all team members, is honest and considerate, and through that contributes to a highly respected high-performance team.

How to apply
- A detailed resume;
- A cover letter that outlines your known skills, abilities, knowledge and experience in response to the “How you will be assessed” criteria above (maximum of 2 pages in total); and
- The contact details for two referees (one of whom is your current supe