Digital Services Analyst - Parramatta, Australia - APG Workforce

APG Workforce

Verified Company

Parramatta, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Pay Rate:
$70.08 hr plus super

Government Role

Location

Parramatta + WFH

APG Workforce are currently looking for a Digital Services Analyst for a 3-month contract Government Sector based in Parramatta.

Start Date:

ASAP

End Date: 3-Months + Possibility of Extension

Pay Rate:
Parramatta

Pay Rate:
$70.08 hr plus super

Primary Purpose of the Role

Securely support the daily customer service function of the Digital Service Desk to ensure effective and efficient delivery of support services at the service desk level, further enabling Sydney Water digital services resilience.

Key Accountabilities

Fulfilment of all Digital Service Desk related activities for Sydney Water with a focus on digital services(IT), ensuring security of operations, adherence to process, and service levels monitored and maintained.
Contribute to the Digital culture of delivering a quality customer service experience
Support other streams within the Digital Service Desk where required, to ensure call response SLAs
Support team colleagues with training and knowledge sharing, nurturing a collaborative environment
Collate and deliver information to monitor and maintain Digital reports and processes.
Ensure adherence to Sydney Water IT policy, process, and frameworks.
Ensure risks and issues are identified and reported on a continual basis to the functional lead, ensuring customer focused delivery.
Implement tasks allocated by the functional lead to operate the Digital Service Desk to meet customer service requirements
Deliver accurate, timely work to ensure that Digital Service Desk can perform its function well, and service its customers.
Identify and implement ways to improve efficiency of Digital support processes and procedures.

Qualifications, licences, and certifications

Qualifications in information technology, computer science or similar or equivalent industry experience.
Operational experience in a multifunction service desk / business centre environment
Demonstrated experience working with technology service delivery in particular, Desktop Support services
Service Desk Technician or Analyst accreditation and/or ITIL Foundationlevel certification

Experience and skills

Minimum 1 years' experience in operational delivery role within an IT Service Desk
An understanding or experience in delivering managed endtoend customer services
A broad understanding of enabling infrastructure technologies at the enterprise level
A solid technical understanding of desktop and telephony technologies
A good understanding of IT Service Management concepts (i.e., basic ITIL)
Minimum 3 years' experience in Information Technology
Technical knowledge and/or experience in service desk technologies