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Form of workYour role will involve:
Fulfilment of all Digital Service Desk related activities for Sydney Water with a focus on Digital Services (IT), ensuring security of operations, adherence to process, and service levels monitored and maintained.
Contribute to the Digital culture of delivering a quality customer service experience.
Support other streams within the Digital Service Desk where required, to ensure call response SLAs.
Support team colleagues with training and knowledge sharing, nurturing a collaborative environment.
Collate and deliver information to monitor and maintain Digital reports and processes.
Ensure adherence to Sydney Water IT policy, process, and frameworks.
Ensure risks and issues are identified and reported on a continual basis to the functional lead, ensuring customer focused delivery.
Implement tasks allocated by the functional lead to operate the Digital Service Desk to meet customer service requirements.
Deliver accurate, timely work to ensure that Digital Service Desk can perform its function well, and service its customers.
Identify and implement ways to improve efficiency of Digital support processes and procedures.
What’s in it for you.
- Flexible/Hybrid working.
- Parking options available
- Childcare allowances
- Up to 18 weeks paid parental leave.
- Novated lease options
- Fitness Passport offering access to hundreds of gyms and pools around NSW.
- Flu vaccinations and discounted options on health insurance membership providers.
Department Overview:
Digital Services is responsible for providing quality frontline support to Sydney Water users and contractors via a diverse range of services across the Digital ecosystem. We co-ordinate the support function for our users and work closely with other Digital teams to triage, escalate and resolve a range IT related issue.
Who are we looking for?
Operational experience in a multi-function service desk / business centre environment
Demonstrated experience working with technology service delivery – in particular, Desktop Support services.
Service Desk Technician or Analyst accreditation and/or ITIL Foundation-level certification.
Keeping pace with the latest IT technology developments.
Continuously acquiring new skills to manage IT enquiries and incidents in relation to rapidly changing technologies.
At times, working under pressure when there is a major incident resulting in high call volume.
Handling of customer complaints at first level support.
Minimum 2 years’ experience in operational delivery role within an IT Service Desk
An understanding or experience in delivering managed end-to-end customer services.
A broad understanding of enabling infrastructure technologies at the enterprise level.
A solid technical understanding of desktop and telephony technologies
A good understanding of IT Service Management concepts (ie basic ITIL)
Minimum 3 years’ experience in Information Technology
Technical knowledge and/or experience in service desk technologies
Working towards qualifications in information technology, computer science or similar or equivalent industry experience
