Senior IT Service Centre Consultant

1 day ago

Brisbane, Queensland, Australia Department of Education Full time $90,000 - $120,000 per year

We are seeking an enthusiastic and experienced candidate to join the IT Service Centre who may rotate between a larger General IT support team (supporting corporate and school sites) and a small focused team providing tailored support to a collection of remote schools that have limited access to onsite IT support staff.

As a Senior IT Service Centre Consultant you will provide first point of contact support for ICT related requests and will also ensure quality service outcomes through effective coaching, mentoring and training of IT Service Centre staff. This position is offered on a permanent full-time basis.

About the Department of Education

Working for the Queensland Department of Education means joining an organisation that values its people and promotes leadership and innovation. Be part of an environment that respects professionalism and diversity, offers training and development opportunities and embraces flexible careers and work-life balance. Find out more about  ( ).

About You

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.
  • Provide tailored support to remote schools, offering both proactive and responsive services in close collaboration with Principals and their technical delegates
  • Bring a proactive mindset and strong problem-solving skills, with a focus on collaboration and delivering exceptional customer service.

About the Role

Responsibilities include:

  • Promote effective communication, and provide coaching, mentoring, and training for IT Service Centre staff.
  • Monitor and improve the quality of knowledge base articles by creating or updating documentation on known errors and fixes.
  • Undertake in-depth problem assessment to resolve tickets, reduce recurring calls, and allocate unresolved issues to the appropriate support team
  • Build strong relationships with key support staff in small regional schools and contribute to high-quality customer service.
  • Conduct research and analysis, participate in Service Centre projects, and recommend improvements to procedures and business processes.

Interested? To Apply:

  • Please attach a brief resume (maximum 2 pages) including contact details for 2 referees (one of whom should be your current supervisor); and
  • A 2-page response addressing the dot points within the Competencies section of the Role Description.
  • When structuring your application, it's advisable to list each competency dot point as a heading, and to respond to each of them respectively.

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.

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