Customer Support Analyst (multiple)

RFQ-ASD-73-2024

The ICT Customer Service Analyst is required to provide proficient personalised ICT customer support via the efficient management and remediation, using standard procedures, of allocated service requests.
The analyst is expected to utilise corporate knowledge to contribute to the writing/updating of Standard Operating Procedures as required/directed.
Additionally, the role requires the individual to work autonomously and as part of a team. And additionally actively identify and participate in continual service improvement activities.

Estimated start: ASAP
Initial contract duration: 12 months
Security Clearance: Must hold TSPV clearance
Location of work: Canberra

Other Skills and Knowledge

• An understanding of service management frameworks such as ITIL.
• Sound technical knowledge, including Microsoft Windows technologies Office products.
• Experience managing Microsoft Active Directory objects.

Major Responsibilities:

• Respond to support requests received by phone, email or through the service management tool and provide timely and accurate advice to deliver a satisfactory outcome for customers within established service levels.
• Log and action all customer contacts in the service management tool. Provide regular updates to the customer and capture all actions taken in the registered work item.
• Provide advice on services offered and update published information based on knowledge gained through interaction with customers and other support staff.
• Carry out various system administration tasks, managing the backup and restoration of data, email configuration, network management, account management as well as the creation and management of active directory accounts and security groups.
• Contribute to technical knowledge articles and standard operating procedures to ensure effective and efficient individual and team capabilities.
• Identify and escalate where necessary to management delays in the delivery of services.
• Excellent customer service skills

Cleared Recruitment is leading the way for Defence recruitment services, bringing together some of Australia's best talent in ICT, Engineering and business and connecting those with specialised and future thinking Defence industry suppliers to ensure Australia is mission-ready at all times.