Support Analyst - Level 1

Job title: Support Analyst - Level 1
Discipline: Technology & Data Analytics
Location: Parramatta & Western Suburbs Sydney
Contract: Contract
Salary: $27.50/hour + Superannuation
Salary low: 25
Salary high: 28
Contact: Rob Francis
Call: Rob
Email: email Rob
Reference: 3215275
About the company
  
This NSW agency is a major service provider who strives to deliver a more consistent and efficient experience within government. Responsible for the delivery of Information and Communications Technology (ICT) led investments, business services and smart infrastructure, providing a digitally enabled and integrated system that delivers quality experiences to the people of NSW.

About the role
  
The Provisional Service Desk Agent is a foundational level position responsible for resolving caller requests in line with client service level agreements and accurately logging the resolution or investigative work performed into a Service Desk enterprise ticketing system
  
Key Responsibilities
  • Provide highly developed customer service and support to users to solve incidents and minimise impact and loss of productivity due to ICT issues
  • Manage competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure services are delivered within expected time frames
  • Provision accounts and access in line with security and approval processes
  • Clearly and accurately document SWSD activities and client experience/context within the enterprise ticketing system as a single source of truth, while following the documented format and requirements
  • Contribute to organisational learning by identifying areas where existing documentation can be updated/created for the SWSD knowledge base and existing documentation libraries
  • Participate in regular performance meetings and training activities.
  • Complete individual SWSD learning plan focusing on attaining customer certifications and foundational skills in customer service and service desk technologies
About you
  • Prior experience in using and supporting ICT in a professional environment, this includes demonstrated ability in using enterprise ICT products and other computer applications
  • Excellent verbal communication skills in providing instructions, advising and consulting.
  • Proficiency in documenting technical investigation and outcomes accurately and concisely.
  • Demonstrated time management skills and ability to manage competing priorities. Be able to manage self to deadlines.
  • Demonstrated ability to deal with issues effectively under pressure and in handling, resolving and escalating matters in crisis situations.
  • Demonstrated ability in handling difficult customer interactions and problem-solving while maintaining high level of customer satisfaction