Contact Centre Specialist

Job type:
March 2015
6 months
Candle (Canberra)
Australian Capital Territory
flag_no New Zealand
project ID:

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Contact or Service Centre Analyst roles are the first point of assistance for our internal staff.

The successful candidate will provide the following services

  • Provide first level, electronic and telephone based business support using service management and remote support tools.
  • Under the principles of ITIL v3, perform the incident management and request fulfilment processes including:
    • diagnosis, classification and prioritisation of incidents and requests;
    • resolving a high percentage of logged tickets at the first point of contact;
    • appropriate escalation and assignment of tickets to specialist support areas; and
    • activities associated with monitoring, communication and analysis of outstanding incidents and requests.
  • Provide an excellent standard of customer service to the Department and its clients.
  • Execute a range of tasks that provide business support to staff within the Department.

To be successful the ideal candidate will have;

  • Demonstrated experience in a call centre or Service Desk support role.
  • Demonstrated practical experience in successfully supporting users of a Windows based Desktop SOE in an Active Directory enterprise environment, including knowledge of iPhones and other mobile devices.
  • Strong customer service skills including established listening and negotiating skills and a positive, client focused attitude.
  • Strong verbal and written communication skills.
  • Demonstrated ability to accurately identify and classify symptoms and possible causes of incidents.
  • Strong attention to detail in logging support tickets, updating ticket details, incident analysis and managing ticket closure.

Please note that the candidates will be Australian citizens with minimum baseline clearance

Interested and would like to hear more, please 'Apply Now' or contact Chris quoting job reference # 61368