Customer Support Analyst

7 days ago

Adelaide Region SA, Australia Cleared ICT Full time

Location:

- Adelaide
- Sectors:

- Cyber Security, Engineering, ICT
- Employment type:

- Permanent
- Salary:

- AU$80 - AU$100 per hour
- Contact name:

- Daniel Crowe- Job reference:

- BBBH938_1668587021
- Published:

- about 2 hours ago

Cleared are currently supporting agencies within the national intelligence space, who are looking to engage TSPV resources for long term contract positions in Adelaide.

We are looking to speak to Customer Support Analysts. Whether you are thinking of discharging from the forces and taking your first role within civvy street, or if you are currently an APS and seeking a new career direction, or simply looking for a change of environment then Cleared ICT can facilitate that process for you.

**The Opportunity**:
The Customer Support Analyst will provide essential support to ASD's ICT Support Organisation. The service provider will act at the first point of contact for service queries, receiving and handling requests for support. The service provider will respond to a broad range of service and provide first line investigation and diagnosis and promptly allocate unresolved issues as appropriate.

**Key knowledge or experience areas include**:

- An understanding of service management frameworks such as ITIL.
- Basic technical knowledge, including Microsoft Windows technologies and Office products.

**Major Responsibilities**
- Provide Level One support and fault resolution. Manage data transfer records by registering the media in the Records Management System and updating the records when disposing of the media.
- Assist in completing day to day tasks and priorities set by the team leader such as administrative tasks.
- Identify and assist in resolving issues, troubleshooting, and communicating with internal and external stakeholders.
- Deliver support to customers by providing updates on the progress of their requests, explaining IT services available and how to obtain them, or redirecting them to the appropriate area with the required knowledge.
- Contribute to Service Hub improvement activities by suggesting updates to user guides based on customer feedback.
- Promptly allocate complex issues to higher-level analysts for further investigation and resolution.
- Conduct all work in accordance with agency policy and formal agreements between customers and the Service Hub.
- May be required to travel to Canberra to undertake training and/or participate in meetings
- Shift work may be required.

**Clearance**:

- Applicants will be required to hold a TSPV AGSVA Clearance

**Location**:
Adelaide SA
**Contract Length**:
12 or 24 months from commencement

If you are interested in this position, please contact Daniel on:
**M**: 0424 906 007 **| E**:

- At Cleared, we provide tailored recruitment solutions to individuals seeking their next opportunity and to organisations searching for talent within Defence Industry, Intelligence and National Security._
**We** **reward our friends for helping their friends**. If you refer anyone who is looking for new opportunities, we will reward you with a gift card up to $1000. Terms and conditions apply.

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