Information Support Officer - Privacy And Safer Technologies , Education

We are seeking a highly motivated, tech savvy individual to join our growing Safer Technologies team in responding to customer enquiries and assessing online services within the context of information security, Privacy and online safety.
The position of Information Support Officer is a fulfilling role that supports corporate business units, school leaders, teachers, students and families in the safer selection and use of digital products and services.
This is offered on a permanent full-time basis.
Job details Position status Permanent
Position type Flexible full-time
Occupational group IT & Telecommunications
Classification AO4
Workplace Location Brisbane Inner City
Job ad reference QLD/CO541148/24P
Closing date 11-Feb-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration
Contact person Cara Fitzgerald
Contact details (07) 3034 5221
Access the
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.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote and .
For a full list of the position responsibilities and mandatory requirements, please ensure you download the attached role description and candidate information fact sheet and follow the instructions.
Documents
Before applying for this vacancy please ensure you read the documents below.
Role Description
Information Package for Applicants