Leading Government Client based in Charlestown is looking for a Support Analyst / Service Desk Analyst. 12 months contract + extension

About the role:

The Service Desk Agent is a foundational level position responsible for resolving caller requests in line with client service level agreements and accurately logging the resolution or investigative work performed into a Service Desk enterprise ticketing system. This position is based in Charlestown - Newcastle.


Key responsibilities:

• Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to ICT issues
• Manage competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure services are delivered within expected time frames.
• Clearly and accurately document SWSD activities and client experience/context within the enterprise ticketing system as a single source of truth, while following the documented format and requirements.
• Contribute to organisational learning by identifying areas where existing documentation can be updated/created for the SWSD knowledge base and existing documentation libraries
• Participate in regular performance meetings and training activities. Complete individual SWSD learning plan focusing on attaining customer certifications and foundational skills in customer service and service desk technologies.

Essential Requirements:

• Prior experience in using and supporting ICT in a professional environment, this includes demonstrated ability in using enterprise ICT products and other computer applications.

Selection Criteria:

• Excellent verbal communication skills in providing instructions, advising and consulting.
• Proficiency in documenting technical investigation and outcomes accurately and concisely.
• Demonstrated time management skills and ability to manage competing priorities. Be able to manage self to deadlines.
• Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating matters in crisis situations.
• Demonstrated ability in handling difficult customer interactions and problem-solving while maintaining high level of customer satisfaction.

Australian PR's & Citizens ONLY

If you think you are suitable for the role apply following the link below.

Brigett Holman

Enterprise Accounts - Public Sector

Director

Let's Connect

linkedin.com/in/brigett-holman-8a664326

+61 452 370 239

ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy. Follow the link to learn more - www.manpowergroup.com.au/privacy-policy

Experis Pty Ltd is a wholly owned subsidiary of ManpowerGroup

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856