About the Department:
The Department of Education (Do E) is committed to delivering responsive services focused on equity and excellence to Queenslanders and their communities. We promote equity and excellence by our commitment to respect, protect and promote human rights. Our objectives are: a strong start for all children, every student realising their potential, fair and safe workplaces and communities, capable people delivering our vision. Our vision is one of equity and excellence in a progressive, high performing education system that realises the potential of every student.

About the role:As the Support Officer you will:

• Provide support and resolve issues raised by customers related to the use of current and future enterprise applications supported by Education Systems Management, for example Office365, One School, One School Finance, QLearn and Managed Internet Services (MIS).
• Provide advice and analysis on the maintenance and ongoing support of current and future enterprise applications supported by Education Systems Management.

Responsibilities include:

• Apply your knowledge and expertise and use analytical and problem-solving skills to resolve incidents and respond to requests for advice and support by speaking with clients and responding in writing where appropriate.
• Actively participate in meetings, teamwork and activities and through cooperation and collaboration, understand and support the objectives and goals of the team and Education Systems Management.
• Monitor incident queues and incoming requests to ensure incidents and support requests are efficiently prioritised and dealt with in a timely manner.
• Develop, review and edit Knowledge Base Articles (KBAs) and other supporting materials.
• Work collaboratively to analyse trends in support requests and incident data, and report on findings to the team.
• Work with teams to document, review and report on internal processes and procedures.
• Provide coaching, mentoring and training to other internal support staff.

Our ideal candidate would possess these attributes:

• Ability to learn quickly
• Proactive approach to their learning and development
• Shows initiative to achieve outcomes and deliver results to our customers.
• Strong team player who is willing to learn from others, and able to share their own expertise and promote knowledge sharing.
• A technical background is not required, as this role is focussed on customer service and supporting the end user of IT applications - if you have excellent interpersonal skills and understand how to communicate to a broad customer base to assist in the use of our applications, we want to hear from you!

Benefits:

• Once independently operating, enjoy a flexible role with the possibility of working remotely (by negotiation with your supervisor).
• Support schools in delivering results and helping to realise the potential of every student.
• Work with a passionate and supportive team whilst you expand your knowledge in application support.

Please refer to the attached role description for any mandatory requirements for this position.
This process may be used to fill other temporary vacancies within the team.

To Apply:

• Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history)
• Attach a 2-page written statement in response to the attached role description.

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.