Information Support Officer

2 weeks ago

Brisbane, Queensland, Australia Education Full time

About the Department of Education
The Department of Education are dedicated to building an inclusive and diverse workforce that reflects the community and schools we support by treating everyone with respect and dignity. This starts recruitment and selection. The methods of assessing suitability in the recruitment process may vary. This includes making reasonable adjustments to support applicants at all stages of the process and employee lifecycle.
About the Role
As the Information Support Officer you will work within a supportive team to:

- 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 departmental standards and national framework criteria.

How to Apply
- Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant previous work history).
- Attach a brief letter (2 pages maximum) outlining outlining your skills and experience in relation to the role. This should not be a restatement of your resume, but rather your opportunity to tell us about yourself, highlighting how your experience, skills, knowledge, and personal attributes make you the best person for the job.

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.
When working in regulated employment an employee must have a current Working with Children Clearance (blue card) issued by Blue Card Services.
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.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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