Address
Form of work Your key responsibilities:
* Liaise with customers and team members to provide status updates and feedback.
* Contribute to the development, implementation, maintenance and review of systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit.
* Undertake initial problem assessment and wherever possible educate the end user with the objective of resolving as many incidents as possible and reducing recurring calls.
* Utilise basic IT knowledge to receive and handle requests for first level technical support following agreed procedures by logging problems, requests and questions.
* Respond to common requests for support by providing information to enable problem resolution and promptly allocating unresolved calls.
Technical skills:
* Apply your customer focus and general ICT skills to provide a first point of contact for customers in relation to ICT support, following defined policies, procedures, and practices.
* Receive customer phone calls and ensure all customer interactions are recorded in the service management application (ServiceNow), creating new jobs, or updating existing jobs as appropriate.
* Apply ICT problem solving skills (including accessing the Service Centre Knowledge Base), to resolve as many faults, and provision as many requests as possible during the initial customer engagement. Where possible, provide customer education to reduce recurring calls.
* Manage your personal queue of assigned jobs, ensuring all jobs are actioned in a timely manner, including regular job notes to ensure the customer and other ICT support staff are aware of the status of the job.
* Contribute as an effective team member, communicating effectively, learning and teaching as the opportunity requires, including authoring and editing content for the Knowledge Base with the aim of growing the team's capabilities to meet established service targets.
Other skills:
* Build and maintain relationships with other ICT support team to enable efficient end-to-end service delivery.
* Apply effective time management skills in an environment which has competing priorities.
* Contribute to implementing Service Centre projects.
* Perform other duties and tasks specific to the position as would be reasonably required.
Applications to remain current for 12 months.
Job Ad Reference: QLD/549092/24
Closing Date: Friday, 15th March 2024
