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Customer Support Analysts

4 months ago

Gawler, Australia Cleared ICT Full time

Location:

  • Gawler
  • Sectors:
  • Cyber Security, Engineering, ICT
  • Employment type:
  • Contract
  • Salary:
  • AU$70
  • AU$90 per hour
  • Contact name:
  • Daniel Crowe
  • Job reference:
  • BBBH1671_
  • Published:
- about 9 hours ago

Cleared are working with ASD who has a requirement for a Customer Support Analysts for a 12-month Contract with possible 12-month extension


The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 3 (LOR 3) and hold a current Top Secret Positive Vetting.


This role is Adelaide based at RAAF Base Edinburgh Offices

Position Description

  • The Customer Support Analyst will provide essential support to ASD's ICT Support Organisation. The service provider will act at the first point of contact for service queries, receiving and handling requests for support. The service provider will respond to a broad range of service, provide first line investigation and diagnosis, and promptly allocate unresolved issues as appropriate.

Essential Criteria:

  • Works under general direction. Uses discretion in identifying and responding to complex issues and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level.
  • Interacts with and influences colleagues. Has working level contact with customers, suppliers, and partners. May supervise others or make decisions which impact the work assigned to individuals or phases of projects.
  • Performs a range of work, sometimes complex and nonroutine, in a variety of environments. Applies methodical approach to issue definition and resolution.
  • Demonstrates an analytical and systematic approach to issue resolution. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules, and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation, standards and procedures. Appreciates the wider business context, and how own role relates to other roles and to the business of the employer or client.

Major Responsibilities:

  • Maintain network and network file types.
  • Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

Desirable Criteria

  • You must hold a current TSPV security clearance.
  • If you do no not have a TSPV clearance or know what this is, please do not apply
If you are interested in this opportunity, contact Daniel on:

M:

| E:

  • At Cleared, we provide tailored recruitment solutions to individuals seeking their next opportunity and to organisations searching for talent within Defence Industry, Intelligence and National Security._
**Daniel Crowe - Consultant