IT Customer Experience Associate

3 weeks ago

Sydney, Australia ASIC Full time

ASIC is seeking a full time IT Customer Experience Associate to join their Information Technology Team
- Salary starting from $72,921 depending on experience (plus up to 15.4% superannuation)
- Temporary 12-month position based in Sydney

A future with ASIC means that your work will contribute to ASIC's vision for a fair, strong and efficient financial system for all Australians. We value what you will bring. We value those with sharp, analytical minds and are open to challenging the way things are done.

The team
Information Technology Services provides a wide range of IT facilities and support services to ASIC. We are embarking on major technology projects that will transform our business and continue our significant technology transformation in a number of areas such as Regulatory portal, Industry funding model etc. We make use of the latest technology with an increasing focus on data sharing and analytics which will make ASIC a 'best in class' regulator supporting the Australian financial markets.

The role
- Work as the primary contact for ASIC staff who require support for technology related issues and queries and use known troubleshooting approaches to identify a resolution as quickly as possible.
- Effectively communicate with empathy during periods of stress and high pressure.
- Monitor and manage incoming work to drive positive customer outcomes within agreed service standards.
- Document customer issues and the resolution in our customer management system.
- Escalate issues to the IT Customer Experience Team Leader to get traction on queries that are not progressing in a timely manner.

About you
- Two years customer service experience with a commitment to finding ways to improve daily activities.
- Experience in responding, recording, and resolving customer queries within a structure and in a timely manner
- Demonstrated written and oral communication skills that show empathy and compassion times of high pressure and stress.
- Ability to approach problem solving with logic and sensibility.
- An analytical aptitude that understands business critical issues and when to employ an escalation process.
- A passion for learning new processes and technology.
- The ability to work independently and be accountable for outcomes delivered.
- Experience providing customer service in a remote capacity, with the ability to quickly understand the person's situation.

Ideal Skills and Experience
- An understanding of Information Technology Infrastructure Library (ITIL) framework.
- An understanding of financial services organisations.
- Experience with a broad range of technology with experience in some of:

- Windows 10 laptops and desktops
- Virtualised desktops
- Virtualised servers (VMWare / Hyper-V)
- Cloud technology (AZURE / AWS / GCP)
- Networking technology
- Printing infrastructure
- Windows Server
- Active Directory knowledge
- Microsoft 365 knowledge

About ASIC
ASIC's remit is one of the broadest of regulators across the world.
ASIC regulates corporations, markets, financial services and consumer credit and monitors and promotes market integrity and consumer protection in the Australian financial system.
Through our enforcement work, we hold to account those who contravene the law, working to achieve strong outcomes that address the greatest consumer and investor harms.
Through Moneysmart, we aim to improve the skills and knowledge of Australians and provide information and tools to help them in their decision making.
A future with ASIC means that your work will contribute to achieving ASIC's vision for a fair, strong, and efficient financial system for all Australians.

To work with us, you need to be an Australian citizen, and be prepared to complete an ASIC Suitability and Baseline Assessment which is issued ASIC's Security team.

Applications for this role will close at 11:59pm on Tuesday 26 March 2024

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