Help Desk & IT Support (Information & Communication Technology)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 has 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.As the Senior ICT Support Officer, you will:Provide quality customer service and support to staff & students.Implement ICT solutions to reduce business disruption and contribute to high user adoption.Support Incident, Change and Problem management activities to ensure business continuity and security of information services.This position reports to the ICT Services Coordinator.This is a Permanent, Full-Time opportunity.The position will be based primarily at Bundamba Campus; however, you may be required to perform work at other TAFE Queensland campuses.Key ResponsibilitiesPerform your daily activities to promote and support the TAFE Queensland values of Safety First, Working Together, and Focusing on our Customer, Taking Responsibility and Showing Initiative.Work cooperatively and positively with your peers within TAFE Queensland ICT Services and its service providers to support technology change and ensure customer satisfaction.Work effectively within contractual service boundaries to ensure an exceptional customer experience.Provide quality customer service and support to staff & students within TAFE Queensland using varied and appropriate communication mediums, including the provision of ICT awareness and basic training as required.Implement ICT solutions, including new and updated hardware and software, to reduce business disruption and contribute to higher user adoption.Manage workloads effectively, guide and mentor colleagues while supporting and improving quality customer service.Actively support Incident, Change and Problem management activities to ensure business continuity and security of information services.Contribute to the accuracy and currency of the organisation's software and hardware inventory registers and records by adhering to end-user device lifecycle management and asset utilisation processes.Assist with the development and maintenance of internal technical documentation and training information.Monitor ICT asset utilisation and provide context to the ICT Services team in relation to technology use.Contribute to operational reporting data and aged ticket resolution.Contribute to statewide initiatives to ensure project deliverables are achieved with minimum impact to service delivery and maximum outcome to the Region.Proactively 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 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 assessedThe ideal applicant will be someone who has the following key capabilities:Well-developed communication and interpersonal skills in providing ICT and customer support services, including the ability to explain technical concepts using varied and appropriate communication mediums.Proven ability to work autonomously, take ownership, and effectively utilise analytical and problem-solving skills to achieve agreed outcomes in a customer-focused environment.Demonstrated awareness of TAFE ICT technologies and an ongoing commitment to build expertise and maintain currency where required.Proven ability to contribute to the delivery of ICT Services in line with the current business priorities with a focus on timely cost-effective quality customer service.Demonstrated ability to work flexibly and be responsive to changing business needs.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 applyIf you're interested in this role, click the 'Apply' button to submit your application via the TAFE Queensland Recruitment Portal. When submitting your application, please ensure you provide the following: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); andThe contact details for two referees (one of whom is your current supervisor).
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