Cyber Security Helpdesk - Call Centre Team Leader

Job Title: Cyber Security Helpdesk - Call Centre Team Leader
Contract Type: Contract
Location: Canberra, Australian Capital Territory
Salary: Negotiable
Start Date: ASAP
Reference: 209994_1614034871
Contact Name: Josie Bandiola
Contact Email:
Job Published: February 23, 2021 10:01

Job Description

Primary role

  • provide on the job training to call centre Support Officers,
  • manage quality control and surge capacities,
  • set and manage contractor KERs,
  • coordinate the roster and associated staff administrative functions, and
  • respond to calls/emails to the Cyber Security Helpdesk and provide guidance and advice on cyber security matters,
  • escalate tier two calls/emails to the 24/7 Watch, and
  • provide appropriate internal/external referral pathways to customers.

To be successful in this role you will possess:

  • Must have a sound understanding of cyber security fundamentals and an interest in supporting and educating members of the public.
  • Demonstrated computer literacy and strong oral and written communication skills.
  • Effective management skills, including managing work volumes, staff skilling and development, call quality control and budgeting.
  • Ability to build and sustain positive relationships with team members and customers and ability to follow procedures and provide a positive customer experience. This includes the ability to manage difficult conversations.

Due to security clearance requirements for this role, candidates must be Australian Citizens who are able obtain a Federal Government Security Clearance.

Apply now for immediate consideration - contact Abegail Baniqued on 02 9054 0955 quoting Job Reference: 209994

Please note: only candidates that meet the above criteria will be contacted. Thank you for your interest in the position.