Initial contract: 6 months with possible extensions
100% onsite, NO WFH
Responsibilities:
* Provide support by receiving, logging, resolving and escalating service requests and incidents in a fast and efficient manner following established policies, procedures, and standards for Digital Products and Services. Ensure issues are escalated to the relevant Digital Platforms as required.
* Analyse and resolve requests to maximise resolution at point of call, otherwise allocate requests based on resolver group availability and escalate as appropriate.
* Provide meaningful, relevant, timely and accurate updates to call logging system including identifying the urgency and impact of request. Adhering to set processes and investigating issues in systems and services and assist with the implementation of agreed remedies and preventative measures.
* Respond to customer requests within agreed service level timeframes, ensuring customers are kept informed and notified of call resolution and closure. Ensuring customer service is enhanced through provision of a quality support service for Digital function to meet organisational and customer objectives.
Skills/Experience:
* Demonstrated knowledge and experience in resolving problems with PC/Laptops, end-user devices and peripherals, current windows desktop operating systems and common desktop applications such as MS Office, Edge/Chrome and productivity applications
* Understanding of IT service management principles and service levels
* Demonstrated experience in working in a Desktop Support Function and providing subject matter expertise
* Demonstrates high level effective communication, teamwork, stakeholder management and customer service to ensure job requirements are achieved
* Proven ability to work as a member of a high-performing, motivated and proactive team to meet agreed targets and objective
* Demonstrated understanding and experience in interpreting and applying policies, principles, processes and procedures
* Is customer centric and future orientated in analysis, thought and action. Uses customer insights to continually improve our Digital Products and Services and build value
If you are seeking the next step in your career, please APPLY NOW!
For any further questions or information, please contact Arriane at arriane.mendoza@peoplebank.com.au or 07 21432822 and quote job #260906
Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply.
