Customer Service Officer

4 days ago

Canberra, ACT, Australia Hudson Australia Full time

Hudson are looking for Service Desk Support Officer to support a busy Federal team.

12 month contract

Canberra location

Customer Service and Service Desk experience

**About the role**
- Monitor team service request queue respond to and resolve Level one ICT or Corporate customer enquiries within Service Level Agreements timeframes
- Assist to find solutions to corporate and ICT problems faced by users and the business including supporting users through change activities and digital innovation.
- Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team
- Be an active participant in team meetings, providing feedback, problem detection, solutions, escalation, seek advice and assistance if needed.
- Research any required information using available resources
- Promote the use of online channels and client self-service
- Support a team culture of continuous improvement and in line with business objectives

We are looking for an enthusiastic and reliable Service Desk Officer.
- Genuine interest in being a multifunctional team member in both corporate and digital capacity
- Call centre/Service desk troubleshooting experience using ServiceNow is desirable
- Experience or ability to learn support tools: Ticketing ServiceNow and other remote support software
- Demonstrated ability to articulate and communicate technical issues with clients to find a resolution
- A creative approach in solving problems and troubleshooting skills
- A willingness to learn, take ownership and follow through
- Driven to actively increase skills, knowledge and capability
- Well-developed interpersonal skills and the ability to work well with all levels of the organisation strong skills in dealing with people
- A positive and friendly attitude and genuinely enjoys helping people with technology and corporate requests

**Roster system**
Corporate and Digital Support hours of operation are from 8:00am to 5:30pm, Monday to Friday. It is an expectation that all staff participate in a rotating roster to provide coverage.
- **_Shift 1_** - work hours are 8.00am - 4.30pm
- **_Shift 2 - _**work hours are 8.30am - 5.00pm
- **_Shift 3_** - work hours are 9.00am - 5.30pm

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