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IT Support Professional

2 weeks ago

Newcastle, New South Wales, Australia Powerdata Group Consulting Full time
Job Summary
We're seeking a highly motivated and experienced IT Customer Support Officer to join our team at Powerdata Group Consulting. In this role, you will be responsible for providing face-to-face support to clients, including VIPs and answering 'how-to' questions. You will also be required to promote and guide clients on how to follow processes and provide technical support for IT issues.

About Powerdata Group Consulting
We're a leading provider of technology solutions and services. Our mission is to empower businesses and individuals to achieve their goals through innovative and effective technology solutions. We're committed to creating a diverse, inclusive and flexible workforce that reflects the community and our customers.

Your Key Responsibilities
As an IT Customer Support Officer, your key responsibilities include:
  • Providing face-to-face support to clients, including VIPs and answering 'how-to' questions.
  • Promoting and guiding clients on how to follow processes and providing technical support for IT issues.
  • Assisting with technology issues and setting up in meeting rooms.
  • Identifying and being alert to major incidents that may occur, ensuring these are raised through standard channels for analysis and resolution.
  • Providing clients with great service and resolving their issues quickly.
  • Building relationships with clients while being an advocate for adhering to processes.
  • Identifying processes that need to change to improve client services.
  • Negotiating timely resolution of incidents and service requests and coordinating activities across various stakeholders.

Requirements
To succeed in this role, you will need to have:
  • Experience in a customer service role, either providing technology support or with a strong interest in technology and ability to learn.
  • Strong relationship skills and experience in collaborating across teams.
  • Ability to facilitate resolution of issues.
  • Ability to identify and solve problems.

Focus Capabilities
The following focus capabilities are essential for effective performance of this role:
  • Act with Integrity: Be ethical and professional, and uphold and promote public sector values.
  • Manage Self: Show drive and motivation, an ability to self-reflect and a commitment to learning.
  • Communicate Effectively: Communicate clearly, actively listen to others, and respond with understanding and respect.
  • Commit to Customer Service: Provide customer-focused services in line with public sector and organisational objectives.
  • Work Collaboratively: Collaborate with others and value their contribution.
  • Think and Solve Problems: Think, analyse and consider the broader context to develop practical solutions.
  • Technology: Understand and use available technologies to maximise efficiencies and effectiveness.