About the role

The Project Support Officer role is predominately task driven and provides vital assistance to members of the service transistion team, in successful delivery of the projects.

The Project Support Officer will be responsible for providing the order and project management teams with the most up to date and meaningful information in relation to specific orders, so they can update their customer with the most comprehensive and relevant information.  This will be across a wide range of products that are in GCI’s portfolio.  The position requires individuals who have a keen eye for detail and can push our carriers, on specific products, to provide the best possible update, highlighting any risks or issues to the appropriate person. management team.

They will have an ability to communicate effectively, internally and externally with our carriers, and on occasions our customers.

The Project Support Officer is responsible for ensuring that all tasks are completed to a high standard, as per the outlined quality indicators.  They will also provide comprehensive and detailed updates, adding to all the relevant systems, for the order and project management team to obtain easily.

A customer centric culture is paramount within the service transition team.

The Project Support Officer will be expected to support the service transition manager in the following areas:

  • Adhering to agreed internal operational level agreements (OLAs)
  • Ad hoc administration tasks
  • Placing orders in line with aligned OLA
  • Generating necessary reports
  • Ensuring the project management system is updated with all tasks & carrier communications
  • Managing any cease requests from customers

Scope Indicators

Project Support Officers are responsible for following:

  • PSTN/DSL/FTTC orders & carrier management
  • Ordering and upgrading of circuits using relevant carrier system
  • Field engineer bookings with external supplier
  • Management of provisioning team’s diary to ensure best use of resources
  • Adding installed assets to the customer management system
  • Creation of handovers, for distribution to the customer and added to project management system
  • Creating and managing tickets on early life fault products

They will perform against agreed Key Performance Indicators (KPIs), Operational Level Agreements (OLAs) and Service Level Agreements (SLAs), which will all be discussed with their line manager.

Key Responsibility Areas

Workload is managed within all operational level agreements in place, in order to support the order and project management team, to deliver their projects successfully

Commercial Awareness  
Ensure they are aware of any commercial commitments or constraints attributed to the project

Stakeholder Management 
Requires skilled individuals who have an ability to provide effective communications to the order and project management team

Resource Management
Ensure workload is managed in line with requirements of the order and project management, to enable successful delivery of service

Communication Management
Clear and concise communication provided to the order and project management team

Key Competency Area

Technical Competence

  • An understanding of IT and Telecommunications is advantageous
  • Knowledge of Microsoft Word and Excel

Business Partnering

  • Builds credibility, respect and trust with others through depth of understanding and knowledge
  • Makes a real effort to understand others roles and objectives
  • Communicates regularly with key individuals to ensure continuity of information
  • Collaborates effectively to ensure delivery of mutual objectives
  • Builds co-operative and positive relationships with internal and external stakeholders
  • Uses judgment to assess levels of risk and cascades accordingly
  • Fair and objective approach
  • Perceptive and understands others
  • Driven by organisational values

Planning & Organisation

  • Plans ahead and manages time effectively
  • Takes accountability and ownership of tasks and problems and seeks to      overcome obstacles and challenges
  • Meets milestones and is committed to achieving a positive result
  • Provides creative and innovative solutions
  • Able to assess situations, analyse information and make informed decisions

Customer Focus

  • Builds confidence with internal and external customers
  • Committed to increasing customer satisfaction
  • Sets achievable customer expectations and ensures commitments to customers are met
  • Assumes responsibility for solving customer problems

Personal Motivation

  • Demonstrates a passion for excellence, setting high standards for self and others
  • Proactively looks for opportunities to make improvements to enhance personal effectiveness
  • Promotes diversity and equal opportunities and displays respect and loyalty to colleagues and the organisation
  • Motivated and proud to be part of the company
  • Takes pride in personal development
  • Professional and polite manner
  • Approachable and welcoming
  • Dynamic
  • Positive attitude and optimistic
  • Resilient, calm and in control of emotions
  • Honest, open to challenge and prepared to take advice


  • Shares knowledge and information with others
  • Open and transparent
  • Embraces and absorbs new information and uses results effectively
  • Consults widely
  • Generates ideas to improve processes and create efficiencies
  • Deals with ambiguity
  • Prepared to challenge information and bureaucracy
  • Able to adapt style of communication and approach
  • Communicates clearly and concisely
  • Strong communication skills
  • Ability to build and maintain strong relationships across the business

Adaptability and Flexibility

  • Able to refocus and adapt own style to achieve goals
  • Is comfortable operating within an environment of changing priorities and is able to remain focused on continual improvement
  • Responds well to changing priorities and demonstrates personal involvement in new activities
  • Embraces change to maximise organisational effectiveness

Security Responsibility

Act in accordance with GCI’s corporate security standards.

  • IS Security Policy
  • HR Security Policy

Project Support Officer


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