ICT Customer Support Analyst

Location

Description

Are you an ICT Customer Support Analyst with experience in respond to customer enquiries, incidents and service requests (submitted via phone, email, in-person, or ITSM application), remediate these issues/requests, and maintain documentation and records in accordance with PENSIEVE standard operating procedures and the Information Security Manual (ISM)? Do you enjoy working in a Federal Government environment? Are you an Australian Citizen with a current security clearance or the ability to obtain one? Compas is seeking an ICT Customer Support Analyst to work with our Federal Government client for a 12 months contract. To be suitable for this role, you will need to be able to have the following skills and experience: Respond to customer enquiries, incidents and service requests (submitted via phone, email, in-person, or ITSM application), remediate these issues/requests, and maintain documentation and records in accordance with PENSIEVE standard operating procedures and the Information Security Manual (ISM). Promptly allocate unresolved issues to support groups in accordance with PENSIEVE Standard Operating Procedures (SOPs), report issues or inconsistencies identified within the SOPs, and implement agreed changes in support of consistent and best practice delivery of customer service.

Contribute to organisational knowledge transfer through communicating actions taken to resolve Incidents & deliver Service Requests, content updates of SOPs, and briefs on significant items impacting the PENSIEVE service desk. Work collaboratively with other Service Desk analysts to coordinate and ensure the timely completion of requests. Other Skills and Knowledge: Demonstrated experience in high-paced Customer Service Delivery and Service Desk Operations with strong customer service focus.

Completed the ITIL Foundation certificate or have a working knowledge of the service management principles and practices. Demonstrated understanding of the Australian Government ICT systems, services, processes and security and associated policies. Due to the nature of this environment, Australian Citizens with a current security clearance or the ability to obtain one, need only apply To register interest in this role, either contact Compas on 02 6230 0233 or send your CV by following the link below.

YOUR APPLICATION WILL BE TREATED WITH THE STRICTEST CONFIDENCE About Compas: Compas Pty Ltd is a Canberra based wholly Australian owned, medium-sized Information Technology Services Company since 1987. We specialise in the provision of permanent, contract and temporary recruitment services..

Company
Compas
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Posted

23 May 2020

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