Job Title: Technical Specialist
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Our organization is always on the move, shaping the future instead of letting it happen to us. We continuously explore new technologies and strive for constant improvement to create a better tomorrow for all Australians.
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We believe in a dynamic workforce that celebrates diversity and promotes inclusivity. Our team members come from diverse backgrounds, perspectives, and life experiences, which inspires innovation and fosters strong connections with our customers.
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This role will play a key part in supporting the delivery of the largest Federal Government Contact Centre.
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The Day-to-Day Responsibilities:
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* Support customer issues and update the incident manager and customer as needed.
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* Deliver exceptional customer experiences through positive engagement, effective communication, and timely responses.
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* Ensure interactions and incidents are accurately documented in ServiceNow.
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* Collaborate with the transition team to verify the reliability of new solutions and ensure documentation is available for ongoing support.
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What Makes You Our Next Technical Specialist?
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- Experience in IT or contact centre environments is highly desirable.
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- A degree or equivalent experience in the field of IT/Engineering is required.
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- Familiarity with Call Recording Solutions is essential.
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- Strong knowledge of ITIL processes, particularly Change Management, Incident Management, and Problem Management, along with extensive hands-on experience in ITIL environments, is required.
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- Australian citizenship and eligibility for Federal Government security clearance are mandatory.
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What's in It for You?
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- Enjoy a flexible schedule with 3 days in the office and 2 days remote, with flexible hours to suit your needs.
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- Take advantage of inclusive paid parental leave up to 14 weeks for the primary caregiver.
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- Access resources, webinars, and support via the 'Parents at Work portal'.
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- Own your professional growth by accessing an extensive online learning catalogue and facilitator-led training opportunities, including the possibility of earning a MBA micro-credential through OptusU (University).
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- Connect with colleagues through employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, and Yarn Network.
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- Enjoy vibrant campus life with various facilities, including restaurants, cafes, gymnasium, GP, and post office.
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- Take advantage of the free Optus bus from Macquarie University Metro Station every 6-8 minutes, morning and afternoon.
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