APS4 Service Desk Officer
- APS4 hourly rate range level $54 to $58 plus super per hour, Initial 12 months contract
- CBD location with Hybrid working arrangements
- Australian Citizenship and Baseline security clearance required
Opportunity
Our client is a federal government department based in Melbourne CBD.
Reporting to the Service Desk Team Leader, you will be responsible for day-to-day operations of the Case Management System (CMS) Support Helpdesk. The Helpdesk services all staff and external Provider Contractors in relation to technical issues and queries about the CMS. This role also supports routine and ad hoc data requests from management and Executives.
Your duties will include:
- Supervise the running of routine reports and quality assure report output
- Assist in the documenting of processes and procedures for routine and ad hoc reports
- Identify and support the training needs of staff in the Helpdesk
- Assist in escalated system tickets/issues and escalate to technical and non-technical staff as required
- Create and update manuals and Service Desk task cards when needed in collaboration with the team
- Check billing invoices for system errors and data errors
- Identify and implement business improvements and system changes
- Create new worker profiles in-system
- Provide CMS access to staff and contractors
- Respond to password queries and process queries and assist CMS users with issues in the system
- Monitor team inboxes and JIRA to prioritise queries and respond accordingly
- Make changes to worker profiles in-system as needed
- Respond to other tickets/system queries as raised, or escalate if required
Skills and Experience we are looking for:
- Previous experience in similar helpdesk / service desk / application support roles
- Previous experience with Salesforce, including providing Salesforce support in a service desk environment
- Sound understanding of relevant statutory, regulatory and policy frameworks in order to draw conclusions, interpret and apply guidance material and resolve recurring problems
- Exceptional communication and customer service skills
- Please note that Australian Citizenship is mandatory for this role, as you will be required to obtain or maintain a baseline security clearance
Apply
Submit your resume, or for further information please contact Jarrodd.edwards@talentinternational.com. Shortlisted candidates will be contacted.
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