Senior ICT Support Officer, Reporting

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 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, Reporting you will be responsible for:

• Work with the TAFE Queensland PowerBI team and various ICT stakeholders to maintain, improve and update PowerBI and Excel reports to improve the visibility of print, mobile telephony, telephony, hardware assets and software asset consumption and utilisation.
• Assist TAFE ICT and business users in accessing and interpreting the reports and data.

This position reports to the Solutions Architect. 

This is a Temporary, Full-Time opportunity, until 27 June 2025 unless otherwise determined.

The position will be based primarily at Mount Gravatt however, you may negotiate to work at other TAFE Queensland campuses.

Key Responsibilities

• Perform your daily activities to promote and support the TAFE Queensland values of values of Safety First, Working Together, and Focussing 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 change in relation to products and services and ensure customer (both staff and student) satisfaction.
• Engage with the TAFE Queensland Power BI team and TAFE ICT service owners to develop and maintain a suite of end user service reports.
• Use Microsoft Excel, PowerBI, ITSM (ServiceNow) and other tools to extract accurate information relating to the use and consumption of TAFE ICT end user services, including service utilisation, consumption, data exception reporting and other trend reporting.
• Work cooperatively with service providers to provide quality data reporting on relevant services to ICT stakeholders and internal customers.
• Work effectively within service boundaries to ensure an exceptional customer experience.
• Provide quality customer service and support to staff within TAFE Queensland via face to face, telephone email or other electronic means regarding ICT reporting related issues; including the provision of user education and basic training as required.
• Implement ICT solutions, including new and updated hardware and software to reduce business disruption and contribute to high 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 through the creation of data quality exception reports and producing adhoc reports as requested.
• Assist with the development and maintenance of internal technical documentation and training information to ensure consistent delivery of ICT Services. 
• Work with TAFE ICT service owners to maintain and improve ICT hardware and software asset utilisation and provide context to the ICT Services team to assist in data-driven decision making. 
• Contribute to operational excellence by ensuring that exception reporting required for day-to-day operations is accurate, intuitive and easily accessible.
• Engage with project managers on statewide initiatives, assisting with data/progress reporting to improve the success of the project.
• 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 assessed

The 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 gather business requirements and translate these into appropriate technical solutions.
• Proven ability to work autonomously, take ownership and effectively utilise analytical and problem-solving skills along with a logical approach to achieve agreed outcomes in a customer focused environment. 
• Demonstrated ability to develop and maintain reports in a variety of technologies, including high level Excel, PowerBI or database query skills. 
• 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 flexibility and be responsive to changing business needs to provide high quality customer support.
• 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 apply

If 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); and
• The contact details for two referees (one of whom is your current supervisor)  

Closing date: 11:59pm, Monday, 8 July 2024.

Job Reference Number: TQ2024-714

For further information, please contact:

Jeremy Thompson
Solutions Architect
Jeremy.Thompson@tafeqld.edu.au

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .

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We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity , including making any reasonable adjustments to support you through the recruitment process.

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