Senior Customer Support Officers (PROJ-4412)

The Senior Customer Support Officers and Service Desk Analysts will be required to facilitate project outcomes. The Customer Support Analyst will be responsible for acquiring, monitoring and analysing stakeholder risks and issues associated with the Project.

Responsibilities include:

• Accountable to respond to support requests by providing information to enable problem resolution and promptly refer unresolved calls as appropriate.
• Accountable to ensure that documentation is available and in an appropriate format for those providing or receiving support.
• Understand and apply knowledge of the general features and capabilities of the Australian Signals Directorate and current industry accepted hardware and software products.
• Research and explain vendor products and organisational policies to stakeholders.
• Build and sustain effective working relationships with team members and actively participates in team work and group activities.
• Tailor personal communication strengths and select appropriate mediums for conveying information and negotiating through situations.
• Resolve problems using expertise in analysis, diagnosis and evaluation, taking the initiative to identify alternative courses of action.
• Design solutions to issues affecting the achievement of desired outcomes.
• Communicate service and degradation issues to customers applying a range of customer service skills.
• Undertake Customer Support tasks as required.

Technical skills:

• An understanding and/or certification of service management frameworks including the Information Technology Infrastructure Library (ITIL) Other IT qualifications or, industry recognised certifications.