Job Details
  • Reference373133A_1620100165
  • LocationParramatta
  • Job TypeFull Time
  • Posted3 days ago
  • ConsultantSarah Borg

Chandler Macleod are seeking experienced Service Desk Officers to join a State Government Organisation based in Parramatta for a full time temporary opportunity.

This role will be the first point of contact to provide support and advice to users across multiple locations and applications to support the delivery of high quality shared services in accordance with Service Partnership Agreements (SPAs) to promote a customer centric approach and meet business priorities.

What is the position responsible for?

Key accountabilities

  • Provide service support and advice in response to inquiries, and requests about shared services products and services by clarifying issues; resolving inquiries and requests in line with SPAs and standards.
  • Promote, support and assist clients in the self-service function.
  • Follow procedures, processes and log incidents and requests using existing customer management tools, including ServiceNOW.
  • Create a positive customer experience using your knowledge base and researching to resolve or escalating unresolved complex issues in line with SPAs.
  • Contribute to the continuous improvement of processes and knowledge base.

    Key challenges
  • Dealing with demanding or difficult customers.
  • Encourage customers and internal stakeholders to follow procedures and processes when logging incidents and requesting changes whilst encouraging and supporting the use of the self-service function.
  • Maintain current knowledge of procedures in multiple systems and learn new applications and processes as required.

    If you suit the above criteria and are interested please APPLY now - Sarah