Client and Service Management Officers

About the job Client and Service Management Officers

**We are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

**About the role**
- Federal Government Client
- 12 Months Contract
- Minimum Baseline Security Clearance

We are seeking an experienced **Client and Service Management Officer** to work within our clients Technology and Infrastructure Operations Branch as part of the ICT Services Team. You will play a crucial role in delivering exceptional customer service and technical support to all personnel across the agency.
- Please note a minimum Baseline security clearance is required for this role._

**About you**

Responsibilities and Accountabilities:

- Serve as the initial point of contact for ONI staff and partners seeking assistance with IT-related issues, providing prompt and courteous service.
- Log and track service requests and incidents using the Jira ticketing system.
- Ensure issues are resolved within established service level agreements (SLAs).
- Provide technical support for a range of IT issues, including hardware, software, and network problems.
- Escalate more complex issues to higher-level support as needed.
- Process and manage service requests, including user account creation, access management, and software installations.
- Maintain accurate and up-to-date records of client interactions, issue resolutions, and service requests.
- Document recurring issues and provide feedback for knowledge base improvements.
- Communicate effectively with clients to keep them informed about the status of their requests and provide clear, concise instructions and updates.
- Use troubleshooting techniques to diagnose and resolve common IT issues, ensuring mínimal disruption to client operations.
- Contribute to the continuous improvement of client service processes and procedures.
- Provide feedback and suggestions for enhancing service delivery.

**Requirements**:

- Baseline Security Clearance
- 5 years previous experience working in a data warehousing environment preferred.
- Prior experience in customer service or technical support role
- Basic to Intermediate understanding of IT systems, hardware, and software.
- Microsoft Windows, SQL, Exchange, SharePoint, SCCM
- Microsoft 365 Services (Productivity/Collaboration and Security primarily)
- Microsoft Azure
- Understanding of Mobility solutions, including end-user devices and device management.
- Excellent verbal and written communication skills. Ability to explain technical concepts in a clear and understandable manner.
- Strong analytical and problem-solving skills with a proactive approach to identifying and addressing issues.
- Demonstrated ability to deliver high-quality customer service and manage client expectations effectively.
- Strong organisational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.

**Why Fujitsu?**

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.
- We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Gold Employer status, and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
- We offer tailored career paths across our global organization to support your professional and personal growth.
- Our customers trust us. We have an excellent reputation across the region and globally.
- Best in-class reward and recognition programs flexible work, volunteering leave, and more.
- We live our values of aspiration, trust, and empathy, all day, every day.

**Commitment to Diversity, Equity and Inclusion