Job Details
  • Reference366067A_1605788626
  • LocationCanberra, Australian Capital Territory
  • Job TypeContract
  • Posted9 days ago
  • ConsultantLeanne Porter

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS4/5 User Support Officer on a contract until Jan 2022, with potential extensions of 2X 12 months.

Position Overview

Our Client requires up to three suitably qualified and experienced individuals at APS Level 4/5 to work in the User Support Team. The User Support Team is the front door for all user support enquiries. The team manages conducts solution health check activities, including interface errors management and periodic scheduled jobs; provides access, support and guidance in the use of to end users (APS and Contractors); and analyses usage and solution incident trends. The team is responsible for responding to and managing the Level Two support requests (and all other system incidents) on the Service Management System (DSMS).

Ideally, individuals in the user support team will have high standards of consistent attention to detail, be familiar with dealing with customers, incident management, and have experience providing system support.

Duties & Responsibilities:

  • Monitor group mailboxes
  • Respond to less complex requests for support
  • Complete less complex system monitoring
  • Support project bulk upload where required
  • Produce monthly performance statistics
  • Escalate, track and close out support requests within the Service Management System (highly desirable)
  • Manipulate and validate large data sets
  • Review/expand ICT Catalogue items
  • Review/develop/update Business Support Standard Operating Procedures (SOPs)
  • Liaise with contractors, system users, business stakeholders and team members.

Our Ideal candidate is competent in:

  • Microsoft Outlook
  • Microsoft Word
  • Microsoft Excel - advanced
  • Investigative and problem solving
  • Use of the Service Management System (DSMS)

Mandatory Requirements:

  • The successful candidate will be required to have a Baseline clearance.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Leanne Porter on 02 6268 9926 or email Leanne.porter@chandlermacleod.com for further discussion.