Telecoms Consultant

Telecoms Consultant – IT Service Centre Join to apply for the Telecoms Consultant role at Queensland Department of Education. About The Department 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 working with us. Your Role As the Telecoms Consultant you will provide quality, effective resolution of telecoms requests including advice and assistance to departmental clients on the best practice usage of telecommunications products and services within the department's guidelines and liaise with the department's service providers through Standing Offer Arrangements to initiate and monitor escalation of client requests in line with service delivery targets and escalations through the Senior Telecoms Consultant. Responsibilities Monitor Telecoms Service Desk functions, undertake incident management within the Telecoms area and maintain specialist telecoms knowledge and understanding. Manage service requests and liaise with external vendors to ensure effective provision of telecommunications services. Manage service requests received for Telecoms Services via online and phone, including transfer of requests from Technical Support, ensuring that all incidents and service requests are logged. Consult with customers (including central, regional and school based staff) to provide accurate advice and support on best practice utilisation of telecommunications products and services, keeping within the department's policies and guidelines. Resolve client enquiries through effective questioning and negotiation to ensure delivery of quality service to customers' satisfaction. Leverage existing service agreements to undertake the procurement, configuration and implementation of telecommunication services for the department state‑wide. In line with Network Billing team, manage and maintain the inventory system to ensure accurate recordings of all Telecommunication Services. Liaise with telecommunications carriers and service providers to initiate and monitor escalation procedures in line with service delivery targets, documenting results in accordance with agreed procedures. Maintain current knowledge of existing and emerging products and services, and contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of Telecommunications Services Unit. Provide input to the knowledge base through creation of documentation and updating records of known error and associated fixes. Promote effective and efficient communication within the unit and work both autonomously and in a team environment to ensure that deadlines and commitments are met. Application Process Attach a brief resume including contact details for 2 referees (referees should be familiar with your relevant work history). Attach a written statement (2‑page maximum) 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. #J-18808-Ljbffr