Information Support Officer

7 days ago

Brisbane, Australia Education Full time

**About the Role**:
As the Information Support Officer you will work within a small and supportive team to:

- Continuously monitor support queues and inboxes, prioritise assigned tasks, and provide progress reports to both the team and management.
- Contribute to the resolution of support requests by responding to enquiries around use of online services, including issue investigation, developing appropriate customer responses or guidelines and reassigning or escalating requests as appropriate
- Liaise with and provide an escalation route and ongoing feedback to customers on the resolution of incidents and requests.
- Maintain accurate records of user interactions and solutions in ServiceNow.
- Communicate technical information in a user-friendly manner to individuals with varying levels of technical proficiency.
- Liaise with a number of teams across the department to gather information and solve problems, identify issues, mitigate risks and prepare specialist advice.
- Conduct risk assessments of third-party online services to ensure compliance with privacy and security standards.

This is a fulfilling role that supports school leaders, teachers, students and families in the safer selection and use of digital products and services. We have standardised processes in place to help you quickly come up to speed and achieve success in this position.
The Information Support Officer reports to the Principal Project Officer, Safer Technologies, Privacy and Safter Technologies, Governance, Cyber and Policy, Information and Technologies Branch, People, Information and Communication Services Division.
When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.
Please refer to the attached role description for any mandatory requirements for this position.

**Interested? To apply**:

- Applicants are asked to submit their resume and maximum two-page response addressing the dot points above and outlining how your experience, skills, knowledge, and personal attributes make you the best person for the job.
- Provide contact details for 2 referees (referees should have an understanding of your relevant previous work history).

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.
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.
LI-PRIORITYThis work is licensed under a Creative Commons Attribution 3.0 Australia License.

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