Location - Canberra
**Security Clearance**: NV1 Mandatory.
About the role
Key Responsibilities
2nd Level telephone contact support.
Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
Must be logged into the call system so that HHO's can be received
Ability to resolve problems with or without remote tools
Consistently achieve First Contact Resolution performance metric.
Understanding of SLA requirements for the client
- Assist in cross training and communicate quick fixes
Manage time and workload to meet predetermined service levels
Maintain data accuracy in Service Centre through contact validation
Understand the various media sources that interface with the Service Desk
- Champion, implement or support change
Identify process efficiencies within the Service Centre and to take corrective action to implement change
Discover and document process and procedures which need to be published to the team or on the Knowledgebase
Australian Citizenship is mandatory
For further information please contact Shruthi Srinivasa Reddy at Clicks IT Recruitment on +61 427 997 851.
At Clicks we embrace diversity, inclusion and equal opportunity.
Type
Permanent
Category
Project / Program / PMO support
Reference ID
BBBH73475