Supervisor

1 week ago


Brisbane, Australia Communities, Housing and Digital Economy Full time

**As the Supervisor, Customer Support Team you will**:

- Supervise and develop the Customer Support Team to ensure work is completed effectively in support of the organisation's strategic, business, and operational objectives. Actively maintain high level operational knowledge of a range of corporate technology relevant to a shared services environment, including an understanding of service management (ITIL) methodology. Manage escalated enquiries/incidents and provide support and advice to customer support staff to ensure timely and effective service delivery. Provide incident management support within and outside business hours and manage priority incidents as required in accordance with service management (ITIL) principles. Work collaboratively and promote effective working relationships with stakeholders. Liaise with and engage stakeholders regarding Customer Support Team performance information and statistics to facilitate the exchange of information, support decision making processes and assist in the effective monitoring of staff. Review, create and/or modify knowledge base articles where necessary to equip staff to provide a responsive customer service.

Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.


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