Senior Service Desk Agent - Canberra, Australia - Department of Employment and Workplace Relations

Description

• APS Level 4
• Canberra, ACT
• $75,996 - $81,274

About the Department of Employment and Workplace Relations
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces – supporting individuals and our nation to prosper.

The Role
The Service Desk Team provides support services to staff in the Department of Employment and Workplace Relations, client agencies, their Ministers and Assistant Ministers by being the first point of contact for information and assistance with IT and corporate services.

We provide support services for the following:

• Accessing the IT network
• Business and Office applications support
• Remote Access Services (RAS)
• Telephony/VoIP and Mobile Services
• Switchboard.

The team delivers its services by:

• Being the first point of contact
• Managing Incidents and Requests
• Promoting service automation and self-service where appropriate
• Ensuring services are provided in the most effective and efficient way
• Striving for excellence in customer service
• Caring for our staff
• Providing after-hours support

The Service Desk operates from 7 am to 7 pm, Monday to Friday on a rotating roster.

Duties and Responsibilities
Roles and Responsibilities may include:

• Providing second level customer support for complex telephone calls and emails, including troubleshooting & escalation
• Monitoring and maintain Service Desk queues, including the ability to accurately recorded in ServiceNow.
• Managing client's enquiries quickly and effectively
• Ensuring all team targets/KPI's are reached.
• Maintaining knowledge across all Service Desk areas of responsibility
• Supporting and monitoring the relationship with technical teams when dealing with follow up enquires.
• Contributing constructively to meetings and general discussions.
• Assisting other Service Desk Agents when required.

Qualifications and Education

• Ability to obtain and hold a Security Clearance at the NV1 level.
• Experience working in a call centre environment.

How to Apply
Applicants are required to provide up to a two-page summary (no more than 1000 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department's online recruitment system) you will also need to:

• upload a Curriculum Vitae
• provide contact details for 2 Referees.

Eligibility

Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a NV1 security clearance.

Please refer to the Job Information Pack for more information about the role.

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