Telecoms Consultant

1 week ago

Brisbane, Australia Education Full time

**Your role**:As the Telecoms Consultant you will**:

- Monitor Telecoms Service Desk functions, undertake incident management within the Telecoms area and maintain specialist telecoms knowledge and understanding.
- Manage service requests and liaise with external vendors to ensure effective provision of telecommunications services.

The Telecoms Consultant, reports through a Team Leader to the Manager, IT Service Centre.

**Responsibilities include**:

- Manage service requests received for Telecoms Services via online and phone, including transfer of requests from Technical Support, ensuring that all incidents and service requests are logged.
- Consult with customers (including central, regional and school based staff) to provide accurate advice and support on best practice utilisation of telecommunications products and services, keeping within the department's policies and guidelines.
- Resolve client enquiries through effective questioning and negotiation to ensure delivery of quality service to customers' satisfaction.
- Leverage existing service agreements to undertake the procurement, configuration and implementation of telecommunication services for the department state-wide.
- In line with Network Billing team, manage and maintain the inventory system to ensure accurate recordings of all Telecommunication Services.
- Liaise with telecommunications carriers and service providers to initiate and monitor escalation procedures in line with service delivery targets, documenting results in accordance with agreed procedures.
- Maintain current knowledge of existing and emerging products and services, and contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of Telecommunications Services Unit.
- Provide input to the knowledge base through creation of documentation and updating records of known error and associated fixes.
- 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.

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)
- 2-page written response to the attached Role Description, specifically addressing the Competencies section.

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

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