Ict Service Coordinator

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. We have recently been named the State Winner of the 2021 Large Training Provider of the Year at the prestigious Queensland 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 ICT Services Co-ordinator, you will**:

- Build a high-performing team to support regional and state-wide business initiatives and projects.
- Use your experience and knowledge to influence change and innovation in relation to ICT products and services.
- Continually contribute to process improvements by working with your peers across the state to deliver excellence in customer service.

This position reports to the ICT Service Manager.
This is a Permanent, Full-Time opportunity, unless otherwise determined.
The position will be based primarily at South Brisbane however you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities
- Lead by example to promote and support the TAFE Queensland values of Safety First, Working Together, and Focussing on our Customer, Taking Responsibility and Showing Initiative.
- Develop positive, professional relationships within your team and TAFE Queensland ICT Services, to influence change, innovation and ensure customer satisfaction.
- Develop and maintain relationships with service providers and effectively coordinate operational aspects of TQ ICT contracts.
- Maintain knowledge and awareness of the TAFE Queensland ICT Services portfolio, products and resources to ensure the team delivers an exceptional customer experience and value to TAFE Queensland.
- Actively engage with TAFE Queensland key stakeholders to ensure ICT Services' operational framework is aligned to current business priorities, and ensure consistency and adherence to approved TQ ICT policy and procedures.
- Coordinate logístical, communication and training activities relating to the implementation of ICT solutions to reduce business disruption and contribute to higher user adoption.
- Coordinate, plan and direct operational resources to manage workloads effectively, constrain cost of service while supporting and improving quality customer service.
- Ensure business continuity is maintained through implementation of secure alternative solutions while coordinating Incident, Change and Problem management activities.
- Ensure the team understands and follows end user device lifecycle and asset management processes to maintain accuracy of hardware and software inventory.
- Contribute to the development and maintenance of internal technical documentation and training information to ensure consistent delivery throughout the ICT Services Team.
- Provide advice to the ICT Services Manager through monitoring and analysis of support requests, identifying trends and opportunities for improved ICT resource utilisation.
- Investigate aged tickets and follow up on resolution.
- Work collaboratively with project managers on state wide initiatives to ensure project deliverables are achieved with minimum impact to service delivery and maximum outcome to the Region.
- Proactively promote and participate in Performance Planning and Development (PPD) processes, seeking opportunities for self-development and contributing to the development of the team through knowledge sharing and the provision of support, guidance and collaboration.
- Undertake specific tasks and duties as directed by your manager to support both Regional and TAFE Queensland ICT Services Projects and Initiatives.

How you will be assessed
The ideal applicant will be someone who has the following key capabilities:
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- Well-developed communication, negotiation and interpersonal skills, evidenced by the ability to explain complex technical concepts to a wide range of clients and deliver positive outcomes for the organisation.
- Proven ability to effectively delegate and co-ordinate delivery of cost-effective quality ICT services in line with current business priorities.
- Demonstrated understanding of TAFE ICT technologies and an ongoing commitment to build expertise and maintain currency where required.
- Proven ability to establish and maintain a positive and collaborative team environment inclusive of other ICT Services staff across the State.
- Proven ability to establish and maintain collaborative relationships with a range of sta