IT Service Centre Consultant

2 weeks ago

Brisbane, Australia Education Full time

**About us**:
The Department of Education (DoE) is committed to giving all children a great start and ensuring Queenslanders have the education and skills they need to contribute to the social, economic and cultural development of Queensland. The department sets the foundations for quality early learning experiences and delivers world class education services. We are committed to ensuring our education and care systems are aligned to the state's employment, skills and economic priorities, and inspire creativity, critical thinking and resilience. DoE is a diverse organisation with the largest workforce in the state. We are committed to teaching, learning and care environments that have at their centre child/student and staff health and safety.

**Your role**:
**Responsibilities include**:

- Utilising basic IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions. (SFIA Level 2 - USUP)
- Respond to common requests for support by providing information to enable problem resolution and promptly allocating unresolved calls.
- Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
- Provide input to the knowledge base through creation of documentation or updating records of known errors and associated fixes.
- Liaise with customers and team members to provide status updates and feedback.
- Utilise developed procedures to maintain records by documenting problems, requests and questions, recommend modifications to procedures and update.
- Contribute to the development and implementation of Service Centre projects.
- Organise individual workload to ensure quality, responsive and appropriate client services.
- Promote effective and efficient communication within the unit and work both autonomously, and in a team environment, to ensure that deadlines and commitments are met.
- Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit. (SFIA Level 2 - ITOP)

**How to Apply**:

- Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant previous work history).
- Attach a maximum 1-page response outlining your skills and abilities relevant to the role. You can use the 'your role' section as a guide.

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.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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