L2 - Service Desk Officer - Vip

2 weeks ago

Sydney, New South Wales, Australia Essential Energy Full time
Provide customer support to all staff with particular focus on personal support to Executive level and VIP customers. Fixed term 12 month opportunity.

We are unique
We are a regional business that thinks on a global level.

We work with determined, passionate and curious people to empower communities to share and use energy for a better tomorrow.

With a network that powers 95% of NSW and parts of Southern Queensland, we ensure homes, hospitals, schools, businesses, and services stay connected.

We are currently recruiting for a
L2 Service Desk Officer - VIP in our Essential Technology Division based in Sydney for a 12 month fixed term contract, working a Hybrid model working from home and in our Sydney office.


About the role

Reporting to the Human Support Manager, you will provide support services to the Essential Energy business, in particular Executive team, and onsite customers, including VIP customers by proactive and reactive means to customer calls and requests.

As the Senior Service Desk Officer, you will assist in managing incidents and service requests through to resolution, escalation and closure communication with relevant support teams as required.


Key responsible:

  • Provide first level technical customer support services following agreed procedures, and assistance in escalation management to enable resolution, achieve business objectives, optimize call resolution times and customer satisfactions, and meet service level requirements
  • Provide professional technical customer support services remote and onsite by advising customers face to face and via telephone and tech bar to achieve business objectives and effectively manage requests to resolution using Essential Energy's Service desk software and processes
  • Provide additional personal customer support services and availability to our Executive Level and their direct reports with ownership and management of incidents and requests through to resolution giving a higher level of attention and criticality throughout the process
  • Effectively utilise and update the Knowledge Database with information to assist with problem resolution and make recommendations for effective knowledge management opportunities to increased capability

About You

Skills:

  • Strong communication and interpersonal skills with a focus on the provision of customer service to all relevant stakeholders in particular VIP Stakeholders
  • Flexible team player who thrives in environments requiring the ability to effectively prioritise and manage multiple assignments and tasks

Required Qualifications

  • Cert IV in information Technology or demonstrated capability through past employment experience and/or relevant qualifications
Desirable

  • Drivers Licence
  • ITIL Certification

Benefits
As an Essential Energy team member, you'll enjoy such benefits as;

  • 15.5% Superannuation
  • Competitive remuneration
  • Access the NIB corporate health plan
  • Access to join the Fitness Passport Program
  • Paid parental leave for eligible team members
  • Further education and career development support
For further information contact Lynne Hughes - Human Support Manager on
.
Applications close midnight, Sunday 29 th January 2023.

Passionate people. Global thinking. Regional heart.

Building a better energy future
:

  • As an organisation, our aim is to champion inclusivity in the workplace and celebrate the difference in all our employees._

Job Types:

Full-time, Contract

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