Service Support Specialist

4 days ago

City of Parramatta Council, Australia beBeeCustomerSupport Full time

Our Team is looking for a skilled Service Support Specialist to join our team

About the Job:

We are seeking an experienced professional to provide Tier 1 support and advice to users across multiple locations and applications, ensuring the delivery of high-quality shared services in accordance with Service Partnership Agreements (SPAs) to promote a customer-centric approach and meet business priorities.

  • Provide service support and advice in response to inquiries, and requests about shared services products and services by clarifying issues, resolving inquiries and requests in line with SPAs and standards.
  • Promote, support, and assist clients in the self-service function.
  • Follow procedures, processes, and log incidents and requests using existing customer management tools, including ServiceNOW.
  • Create a positive customer experience using the knowledge base and researching to resolve or escalate unresolved complex issues in line with SPAs.
  • Contribute to the continuous improvement of processes and knowledge base.
  • Research and analyse information to make recommendations based on relevant evidence.

About You:

The successful candidate must demonstrate strong capabilities in:

  • Processing transactional tasks such as updating records, checking details, or submitting requests. Experience in HR/Payroll or Finance is beneficial but not essential.
  • Dealing with demanding or difficult customers in a Service Desk setting.
  • Maintaining current knowledge of procedures in multiple systems and learning new applications and processes as required.

Benefits:

This role offers a competitive salary grade 3/4 with a base salary starting at $84,659 plus superannuation. The position also provides opportunities for growth and development within the organisation.

About Us:

We are a forward-thinking organisation committed to delivering excellent customer service, digital transformation, and regulatory reform. Our diverse and inclusive workplace values the contributions of employees with different backgrounds and perspectives.

How to Apply:

To be considered for this exciting opportunity, please submit your up-to-date CV and a cover letter outlining how your skills and experience align with the role. Please answer the following question directly in your cover letter: Tell us about a time when your team or organisation underwent a significant change. How did you adapt, and what did you do to maintain service quality during the transition?

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