Address
Form of work
Salary- (Ongoing & Non-Ongoing)
- $80,487 - $86,211 (plus Super)
- Amberley - QLD, Canungra - QLD, Enoggera - QLD, Oakey - QLD
The Role:
- Engagement Manager role is pivotal to the success of Regional ICT Services delivered within NER. They will liaise with Defence customers in an ICT environment.
- Manage relationships and negotiate with customers in more complex matters, resolve escalated customer issues and refer these to appropriate service channels when necessary.
- Liaise with internal and external stakeholders to ensure positive customer outcomes.
- Manage more complex customer enquiries via telephone, email and written correspondence, including in the context of non-routine circumstances.
- Gather, analyse and report on customer feedback obtained from a number of sources.
- Prepare correspondence and reports including emails and letters on routine and more complex matter.
An opportunity for a high performing member to gain invaluable experience at the APS 5 level in the position of ICT Customer Support Officer, North East Region (NER), within Regional ICT Services, throughout the period January-July 2024. This role can be located between Gallipoli Barracks & RAAF Amberley and other Defence sites.
The Directorate of Regional ICT Services (DRICTS) acts as the Joint Capabilities Group (JCG) representative for all products and services delivered to Defence regional bases and sites across Australia and internationally. The Directorate is specifically responsible for Deskside Support Services, Audio Visual Support Services, End User Advocacy and Relationships, Regional Project Support, Communications Security Services (COMSEC) and Regional Assurance and Governance Services.
Our team comprises a mix of Australian Public Service (APS), Australian Defence Force (ADF) and Contracted personnel located across approximately 56 major Defence bases Australia wide. We also have an Overseas Region where we have staff located in the United States of America and England.
Our Culture is one that is driven by a "One Team" approach "To be the most dedicated, trusted and proven Directorate to Customer Success in JCG".
Our Mission is to advocate on behalf of our customers the efficient and effective delivery of Enabler Services with specific emphasis on JCG provided services across all regions both nationally and internationally with the intent on improving the customer experience.
Our Ideal Candidate
The Ideal Candidate will possess:
- Strong interpersonal skills with the ability to communicate clearly and with influence.
- An appetite for creating positive change in a fast-paced environment.
- An innovative approach to work that applies holistic thinking towards the continuous improvement of our services.
- The ability to harness information to ensure support to strategic direction.
- The skills to identify and use resources wisely.
- A willingness to work independently and collaboratively as part of a high performing team.
- The ability to harness information to ensure support to strategic direction.
- A high degree of self-motivation and a positive attitude to change.
- Self-starter who will lead business enablement activities.
