Description
My client is seeking SERCURITY CLEARED Service Desk Analysts/Helpdesk Support to work onsite at their Public Sector client. The role will be based in Melbourne. This will initially be a 6 month contract with possible extensions. I am looking to hear from people looking for permanent limited term contracts or contractors. The role offers long term training and ongoing support.The role will encompass the following key areas of responsibility:
- Remotely troubleshoot and resolve incidents within agreed SLA's
- Categorise and escalate calls according to defined processes
- Regularly update customers on the progress of their requests
- Apply technical knowledge to effectively analyse and resolve problems
- Exceptional customer service at all times
- Accurately record case data within Service Management system
- Liaise with the customer to perform incident analysis and problem resolution management, to required service levels, defining and recommending solutions where no precedent solution is available.
- A NEGATIVE VETTING LEVEL 2 Security Clearance is essential;
- Minimum 1 years' experience in a corporate IT environment in a customer support role
- MCP Certifications
- Certifications in Microsoft Office will be desirable;
- A basic understanding of ITIL.