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We are assisting our client find multiple TSPV cleared ICT Customer Support Analysts (Level 2). The ICT Customer Service Analyst is required to provide proficient personalised ICT customer support via the efficient management and remediation, using standard procedures, of allocated service requests. Service requests will be received by telephone, email, in-person and via an ITSM application.
The analyst is expected to utilise corporate knowledge to contribute to the writing/updating of Standard Operating Procedures as required/directed.
Additionally, the role requires the individual to work autonomously and as part of a team. And additionally actively identify and participate in continual service improvement activities.
Main Responsibilities:
Skills and Knowledge:
Location: This role is required to be performed in Canberra, ACT.
Contract Terms: Contract term of 12 months. ASAP Commencement (subject to OSA status). Part time engagements will not be considered.
SFIA Level required: The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 2 in CSMG & ASUP.
Security Requirements: Current Top Secret Positive Vetting (TSPV) security clearance OR have held a TSPV in the previous 12 month period (which has since been downgraded). Candidates will need to be willing to undergo pre-employment checks which may include, ID and work rights, security clearance verification and any other client requested checks.
How to Apply: Please upload your most up-to-date resume to apply. Please note you will need to prepare selection criteria to complete your application. We will be in touch with further instructions for suitably skilled candidates.
Applications open until Tuesday 16 July 2024 - Contact Ashleigh on 0480 002 497 or ashleighw@whizdom.com.au for any further information.
ICT Customer Support Analyst
| Job title : | ICT Customer Support Analyst |
| Contract type : | Contract |
| Location : | Canberra |
| Sectors : | |
| Salary : | $75 - $90 per hour |
| Start date : | 2024-06-26 00:00:00 |
| Duration : | 12.0 MONTH |
| Job Reference : | V-44849 |
| Contact name : | Ashleigh Warylo |
| Contact email : | ashleighw@whizdom.com.au |
| Job published : | 7 months ago |
The analyst is expected to utilise corporate knowledge to contribute to the writing/updating of Standard Operating Procedures as required/directed.
Additionally, the role requires the individual to work autonomously and as part of a team. And additionally actively identify and participate in continual service improvement activities.
Main Responsibilities:
- Respond to support requests received by phone, email or through the service management tool and provide timely and accurate advice to deliver a satisfactory outcome for customers within established service levels.
- Log and action all customer contacts in the service management tool. Provide regular updates to the customer and capture all actions taken in the registered work item.
- Provide advice on services offered and update published information based on knowledge gained through interaction with customers and other support staff.
- Carry out various system administration tasks including, managing the backup and restoration of data, email configuration, network management, account management as well as the creation and management of active directory accounts and security groups.
- Contribute to knowledge articles and standard operating procedures to ensure effective and efficient individual and team capabilities.
- Identify and escalate where necessary to management delays in the delivery of services.
- Excellent customer service skills
Skills and Knowledge:
- An understanding of service management frameworks such as ITIL.
- Sound technical knowledge, including Microsoft Windows technologies Office products.
- Experience managing or ability to learn Microsoft Active Directory objects.
Location: This role is required to be performed in Canberra, ACT.
Contract Terms: Contract term of 12 months. ASAP Commencement (subject to OSA status). Part time engagements will not be considered.
SFIA Level required: The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 2 in CSMG & ASUP.
Security Requirements: Current Top Secret Positive Vetting (TSPV) security clearance OR have held a TSPV in the previous 12 month period (which has since been downgraded). Candidates will need to be willing to undergo pre-employment checks which may include, ID and work rights, security clearance verification and any other client requested checks.
How to Apply: Please upload your most up-to-date resume to apply. Please note you will need to prepare selection criteria to complete your application. We will be in touch with further instructions for suitably skilled candidates.
Applications open until Tuesday 16 July 2024 - Contact Ashleigh on 0480 002 497 or ashleighw@whizdom.com.au for any further information.
Job has Expired