Senior IT Service Centre Consultant - IT Service Centre

About the Department of Education
The Department of Education are dedicated to building an inclusive and diverse workforce that reflects the community and schools we support by treating everyone with respect and dignity. This starts recruitment and selection. The methods of assessing suitability in the recruitment process may vary. This includes making reasonable adjustments to support applicants at all stages of the process and employee lifecycle.
About the Role
As a Senior IT Service Centre Consultant you will also have responsibility for the following:
* Promote effective communication within the team and provide coaching, mentoring and training for IT Service Centre staff.
* Monitor the quality of knowledge base articles and provide input through creation of documentation or updating records of known error and associated fixes.
* Undertake in-depth problem assessment and analysis of incoming work with the objective of resolving as many tickets as possible and reducing recurring calls.
* Undertake research and analysis, provide information and make recommendations that contribute to business goals and improvements.
* Promote and support a culture of professional behaviour by actively listening to colleagues and clients and contributing to the provision of high-quality customer service.
* Utilise developed procedures to document problems, requests and questions, recommend modifications to procedures and update.
* Participate in the development and implementation of Service Centre projects.
* Provide enhanced remote support, log incidents, resolve problem requests and questions reported to the Service Centre and promptly allocate unresolved calls to the relevant support team.
How to Apply
* Please attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant previous work history); and
* Please refer to the Role Description and provide a 2-page response addressing the criteria within 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.