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Service Desk Officer
3 weeks ago
**Job Details**:
**Location**
Liverpool
**Salary**
$0 - $40 per hour
**Job Type**
Contract
**Ref**
JO-
2206-558677
**Contact**
Anna Au
**Posted**
about 1 hour ago
**Service Desk Officer**
**Liverpool**
**Initial 3 Months Contract**
Talent International is working in partnership with a large government organisation to assist in sourcing an experienced ‘Service Desk Officer’.
**Key Responsibilities**:
- Ensure call logs are maintained and regular updates are given to the customer.
- Ensure calls are analysed and prioritised before allocating to resolver groups.
- Follow established processes with regard to problem resolution and change control.
- Take responsibility for ensuring the problem has been resolved and the customer is satisfied with the resolution of their issue.
- Be proactive in managing critical outages and endeavor to be available to assist with call taking and incident resolution.
- Ensure mandatory training and relevant job specific training/accreditation are completed and kept up to date.
- Ensure high level customer satisfaction is maintained at all time and calls are tracked as per agreed performance indicators.
***
**Key Criteria**:
- Relevant Tertiary Qualifications or Industry Experience.
- Demonstrated experience in delivery of quality customer service with regards to support services and demonstrated experience in the areas of incident management, change management and request management.
- Demonstrated excellent interpersonal and written communication skills including the ability to analyse client requirements.
- Demonstrated analytical and problem solving skills including ability to analyse, troubleshoot, solve
- problems, establish priorities effectively and liaise with internal and external stakeholders to resolve issues.
- Proficiency in the use of all MS Desktop products.
- Demonstrated experience in working within a front line call center environment.
- Ability to escalate issues when identified and where determined following the nominated process.
If you would be interested in this role please submit your cover letter & CV in
**Word format only** by clicking the
