Service Desk Analyst
5 days ago
Location:
- Canberra, Australian Capital Territory- Job Type:
- Contract- Specialisation:
- Government- Salary:
- Negotiable- Reference:
- CR/019615_1667973316**Must be Australian Citizen and has the ability to obtain Baseline Clearance**
**Long-term Engagement**
**Canberra ACT**
FinXL IT Professional Services is an established innovative Australian company providing technology enabled business solutions and consulting services across a number of industries including Government, Telecommunications, Commercial and Finance. We currently have more than 850 consultants assisting our clients across Australia and are continuing to grow at a rapid pace. Through the delivery of services and implementation of new systems, processes and technology, we assist our clients to gain competitive advantage and reach new heights.
The onsite Video Conferencing team provides video support and the delivery of ICT services to the Department along with the scope to support a wide range of Government and enterprise clients.
The individual will be required to provide first and interim level contact and technical problem resolution for end users of video conferencing equipment, MS Teams interfaces and associated Poly equipment; and some telephony and integrated systems support. Reporting to the Senior Client Delivery Manager, the Video Conferencing Concierge will use available tools and follow company policy and procedure, to deliver and maintain a high level of customer service and customer satisfaction.
Indicate key responsibilities and performance indicators of this role:
Responsible for video event management, the initial triage and troubleshooting of incidents as well as the implementation of service requests and approved changes.
Communicating with customers to resolve queries and/or escalate to appropriate teams for resolution.
Actioning requests directly from key customer stakeholders
Demonstrate strong customer relationships by showing a sense of urgency, ownership and accountability
Ensuring customers are kept up to date with the progress of open requests
Recording and providing clear documentation to improve first call resolutions
Work closely with your team by sharing knowledge and insights to provide high level of customer service
FinXL fosters a high-performing, inclusive workplace built on a foundation of excellence, respect and dignity. We take corporate social responsibility seriously through our ongoing activities with communities and staff involvement in these efforts. We are committed to environmentally friendly practices in both our own operations and our work with clients.
FinXL does not accept unsolicited resumes or appreciate unsolicited calls from recruitment agencies.
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