IT Customer Experience Associate

**At ASIC, you can be the change that ensures a fair, strong and efficient financial system for the benefit of all Australians. Contribute to delivering on ASIC's purpose, vision, and strategic priorities to help maintain the integrity of the financial system and protect consumers from harm.**

- **Canberra location**:

- **From $78,720 - $85,097 (depending on experience) + 15.4% superannuation**:

- **12 Month Fixed Term Contract**:

- **Applications close: 27 May 2025**

**The team**

**Information Technology Services delivers diverse IT facilities and support to ASIC, driving major technology projects in virtualisation, data analytics, mobility, and cloud to enhance operations. The Oracle Systems Team develops, maintains, and supports key Registry Applications, including SOA and middleware, ensuring continuous improvement and stability across development, testing, and implementation.**

**The role**

As an **IT Customer Experience Associate** you will be working as the primary contact for ASIC staff who require support for technology related issues. This is an excellent opportunity to grow your career with ASIC.

**Your responsibilities will include**:

- Effectively communicate with empathy during periods of stress and high pressure.
- Provide ASIC staff with timely, effective assistance on a broad range of technology.
- Aim to solve customer's problems by using known troubleshooting approaches to identify a resolution as quickly as possible.
- 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.
- Create and regularly review existing procedural documents for accuracy and relevance to solving customer issues.
- Escalate issues to the IT Customer Experience Team Leader to get traction on queries that are not progressing in a timely manner.

**About you**

**Likely Skills and Experience**
- 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.
- 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 11 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.

**Applications close at 11:59pm AEST, 27 May 2025**

**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.

We offer a range of **employee benefits** including:

- Attractive superannuation
- Additional leave entitlements
- Hybrid work-from home options
- Flexible work arrangements
- Assistance for study and professional development

Click here to view ASIC's salary and benefits guide.

To read more about ASIC, you can visit our website or review our Corporate Plan.

To work with us, you need to be an Australian citizen and be prepared to complete an ASIC Suitability and Baseline Assessment.