IT Customer Experience Associate

4 weeks ago

Perth, Western Australia ASIC Full time
About ASIC

ASIC is a collegiate and stimulating organisation that's transforming Australia's financial system. As a valued team member, you'll make a difference to our goals, Australia's economic reputation and wellbeing, and your own career aspirations.

Your 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 areas such as the Regulatory Portal and Industry Funding Model.

Your Role

As an IT Customer Experience Associate, you will be required to:

  • Provide exceptional customer service, acting as the primary contact for ASIC staff needing support for technology-related issues and queries.
  • Communicate effectively with empathy during stressful periods.
  • Assist ASIC staff with timely and effective solutions on a broad range of technology.
  • Utilize troubleshooting approaches to resolve customer issues quickly.
  • Monitor and manage incoming work to drive positive customer outcomes within agreed service standards.
  • Document customer issues and resolutions in our customer management system.
  • Escalate unresolved issues to the IT Customer Experience Team Leader.
  • Maintain an interest in learning about new technology being implemented by ASIC.
  • Be open to performance feedback to improve outcomes for ASIC staff.
Selection Criteria

The selection criteria include the qualifications, experience, and capabilities required for the role. Your application will be reviewed based on your ability to demonstrate, or potential to develop, the required capabilities.

Likely Skills and Experience
  • Two years of customer service experience with a commitment to improving daily activities.
  • Experience in responding to and resolving customer queries within a structured, timely manner.
  • Strong written and oral communication skills that exhibit empathy and compassion under pressure.
  • Logical and sensible problem-solving abilities.
  • An analytical aptitude for understanding business-critical issues and escalation processes.
  • A passion for learning new processes and technology.
Ideal Skills and Experience
  • Understanding of the Information Technology Infrastructure Library (ITIL) framework.
  • Familiarity with financial services organisations.
  • Experience with a broad range of technologies, including: Windows 10 laptops and desktops, virtualized desktops, virtualized servers, cloud technology, networking technology, printing infrastructure, Windows Server, Active Directory knowledge, and Microsoft 365 knowledge.
Capabilities
  • Analytical Skills: Critical thinking to interpret information and identify trends.
  • Collaboration: Working effectively with others to achieve common goals.
  • Learning Agility: Adapting quickly to new requirements and showing initiative.
  • Stakeholder Engagement and Communication: Building and maintaining relationships with stakeholders.
  • Technological Adeptness: Efficiently applying technologies to gather and process information.
  • Individual Contribution: Understanding future workloads and prioritizing tasks.
  • Resilience: Maintaining control of emotions in challenging circumstances.
Our Values

Accountability. Professionalism. Teamwork. ASIC is a values-driven organisation, guiding how we work, make decisions, and interact with others.

Want to Know More?

ASIC offers flexibility and is committed to a diverse and inclusive workplace. To learn more about building your career with ASIC, refer to the ASIC Careers Guide on our Careers at ASIC website. ASIC is an equal opportunity employer seeking individuals who want to make a difference. Applications from all backgrounds are encouraged, including those from Aboriginal and Torres Strait Islander descent. Hybrid and part-time work arrangements are available. In accordance with the Australian Government Security Policy, all personnel engaged by ASIC must complete a security assessment (ASIC Suitability and Baseline assessment). Australian citizenship is also required.

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