Services Support Consultant

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

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

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