Service Desk Support Officer

2 weeks ago

Brisbane, Australia Queensland Curriculum and Assessment Authority Full time

Appointments in the public sector are merit-based and will be assessed by looking at what you have done previously, the knowledge, skills and experience you have built, your potential for development, and your personal qualities. The QCAA is committed to fair treatment and equality of opportunity for all current and prospective employees.

**For this role, we will consider how well you**:

- Undertake a leading role in the collection and processing of student registration, enrolment, and assessment data, liaising with providers as necessary.
- Administer user access to QCAA information systems including QCAA Secure and the Registration and Banking System (RABS).
- Provide information and advice about QCAA regulations and policies as they relate to student registration, enrolment and assessment data to Learning Providers.
- Provide expert advice and problem resolution in the operation of QCAA information systems, including the Student Data Capture System (SDCS), RABS, Student Connect and Control Room.
- Liaise with Learning Providers regarding the timeliness, accuracy and completeness of data input to and held in QCAA systems.
- Support and contribute to the testing of new and upgraded software, and the preparation of release bulletins to inform clients of new, amended or enhanced functionality.
- Develop training modules, user guides and client-facing knowledge base to inform and assist clients in the use of QCAA information systems, and conduct client training sessions as required.
- Maintain help screens and selected code tables, and validation rules for QCAA corporate information systems (e.g. QSIS code tables, SDCS warning and error messages) as directed.
- Assist with production tasks, including the printing of certificates and other production activities.
- Provide excellent customer service and support to staff and clients of the QCAA.
- Undertake general administrative duties including electronic document management and filing.
- Participate in training activities to support your capacity to undertake all elements of the role.
- Train other Service Desk Support Officers on aspects of the role for which you possess significant knowledge and experience.
- Create and maintain process documentation and Quality Procedures to facilitate sharing of knowledge, training of new team members and the ability to alternate task assignments.
- Work flexibly and collaboratively with other team members as required and as directed by the Service Desk Team Leader to support an even distribution of workloads and to ensure all activities are completed in a quality and timely manner.
- Contribute to a change management and performance development culture across the unit by participating in regular two-way feedback discussions with your supervisor and colleagues, and through the implementation of an individual Performance and Development Plan (PDP).

Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar), which may include an alternative employment basis (temporary, full time or part time).
**APPLICANTS ARE REQUESTED TO APPLY ONLINE - scroll down and click the 'APPLY ONLINE' button**
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