Customer Service Analyst level 2 (TSPV)

Customer Service Analyst level 2 (TSPV)

Job Title: Customer Service Analyst level 2 (TSPV)
Contract Type: Contract
Location: Canberra
Salary: Competitive
Start Date: 2021-01-18
Reference: V-38398
Contact Name: Kate Kornsasi
Contact Email:
Job Published: January 18, 2021 13:32

Job Description

As the first-point-of-contact for customers, the Customer Service Officer responds to customer requests, provides advice on services available and resolves minor IT issues. The Customer Service Officer records all customer contacts in the service management application with sufficient detail for Service Desk Analysts or external support teams to investigate and resolve more complex issues.
This role requires a person who enjoys working with and supporting a diverse range of people, communicates clearly, has the ability to think quickly and remain calm in a high-paced environment.
Skills and Knowledge:
  1. An understanding of service management frameworks such as ITIL.
  2. Basic technical knowledge, including Microsoft Windows technologies and Office products.
  3. Excellent customer service skills.
Major Responsibilities:
  1. Handle incoming enquiries and requests for assistance from customers received via telephone and in-person visits.
  2. Deliver support to customers by providing updates on the progress of their requests, explaining IT services available and how to obtain them, or redirecting them to the appropriate area with the required knowledge.
  3. Document request details or incidents in the service management application. Provide suitable work-arounds to the customer if unable to resolve incidents when first reported.
SFIA security level required: The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 2.
Location and Contract Term: The role is based in Canberra. 12-month contract.
Security Requirements: Current Top-Secret Positive Vetting (TSPV) security clearance is strongly preferred, however candidates who have held a TSPV in the previous 12-month period (which has since been downgraded) may be considered.
How to Apply:
Please upload your resume to apply. Please note you will need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates.
Applications open until 5 February 2021 or until position is filled.
Call Kate 0447 199 931 for any further information.