Client Support Officer

2 weeks ago

Newcastle, New South Wales, Australia Verve Partners Full time
Team Player

  • Experience supporting Digital Technology Solutions
We are seeking a Client Support Coordinator for one of our educational clients in Newcastle. The Client Support Officer will provide specialised advice, assistance and operational support to clients of Digital Technology Solutions.

Duties will include:

  • Provide first point of contact support to clients of Digital Technology Solutions, through a variety of contact channels including telephone support, and utilise remote control tools where available.
  • Log, prioritise, categorise and monitor all user jobs including, where necessary, referring requests to the correct resolver group within or external to DTS.
  • Resolve complex incidents and requests, escalated from the Service Desk, within established timeframes.
  • Respond to service requests logged in the DTS Service Management Tool and accurately update records.
  • Provide accurate and timely advice to clients on the progress of the DTS requests, and of planned and unplanned service outages and the restoration of service.
  • Escalate potential Priority 1 incidents to the Client Support Coordinator and/or Client Support Manager.
  • Under the direction of the Client Support Coordinator develop, and review materials provided by other teams, for the Service Desk to improve resolution at first point of contact and drive customer selfservice.

Who we are looking for:

  • Degree in Information Technology; or completion of an Associate Diploma in Information Technology with at least 2 years subsequent relevant work experience in a similar role; or an equivalent combination of relevant experience and/or education/training/industry certification.
  • Demonstrated knowledge and experience with customer service, IT service management and related frameworks such as ITIL, with a commitment to effectively resolve and meet client needs.
  • Excellent interpersonal, oral and written communication skills, including the ability to explain complex technology concepts to a variety of audiences.
  • Knowledge of, and experience in adhering to workplace policies and procedures in the areas of work health safety, equity, diversity and promoting a respectful workplace culture.
Verve Partners is an energetic team of specialist consultants reimagining recruitment Australia-wide.

With over 170 years of combined experience, we've found the sweet spot in talent search - and want to share it.

By scouting smart, digging deep and embracing diversity, we grow vibrant careers, cultures and communities. We currently have offices in the lifestyle cities of Newcastle and Wollongong.

  • We acknowledge and pay our respects to the Traditional Owners of the land on which we work and live. We pay our respects to the First Peoples of this country, their culture and Elders past, present and emerging. We recognise that this land was and always will be Aboriginal and Torres Strait Islander land because sovereignty was never ceded._

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