Service Desk Support
vor 4 Wochen
About Our Client
An education leader across NSW, educating one in five NSW students and employ more than 20,000 teaching and support staff.
Job Description
Key responsibilities
* Act as primary point of contact for our stakeholders (including teachers and parents), performing Level 1 and Level 2 support as well as providing other assistance as required, adhering to response and resolution targets, escalating to subject matter experts as required, and providing an exceptional level of service.
* Proactively engage and inform our stakeholders of improvements, changes, or impacts on the way they work with our systems.
* Develop and nurture strong relationships with key contacts across all stakeholder groups to ensure that our processes, knowledge base, training and services are delivering value and continuously improve.
* Assist in developing and perform the delivery of training and onboarding processes as needed.
* Perform and coordinate user acceptance testing as part of ongoing projects.
* Other duties as required.
The Successful Applicant
Essential Requirements
* 2 or more years combined previous experience in a customer service environment that includes performing Level 1 and Level 2 technical support.
* Demonstrated experience in relationship management, or stakeholder engagement.
* Working knowledge of business operations, information flows and the way technology supports day-to-day critical operations
* National Criminal History Record Check in accordance with the Disability Inclusion Act 2014
* Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012.
Desirable
* Experience using Jira Service Management and related Atlassian tools
* Exposure to an ITIL framework and its role in providing excellent service
* Experience working with Microsoft modern workplace products, namely M365, Teams and/or Intune
What's on Offer
The successful candidate will be engaged on a contract,You will be part of a delivery focused team, that provide high-quality solutions for Level 1/2 Technical support.
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