Service Desk Support

Canberra, Australia | Posted on 10/05/2022
State/Province Australian Capital Territory Country Australia Job Description 12 Months Contract with further period up to 12 months
Australian Capital Territory
Must be able to obtain Baseline Security Clearance
About the Role: SoftLabs is seeking a Service Desk Support for ICT Labourhire at their technology consulting based in Canberra.

The Service Desk Analyst role provides level 2 applicationsupport to both internal and external stakeholders. The role works closely withassociated Business areas, internal technical teams, and the My Aged CareContact Centre.

Responsibilities: Provide Level 2 application support to the My Aged Carecontact centre and Aged Care Business areas.
Provide thorough triage, investigation and analysis ofissues escalated by reviewing design and functional specification documentationand attempting to replicate in lower environments.
Work directly with, and escalate issues to, relevant Level3/4 support groups with detailed investigations documented, and support theseteams in achieving a resolution.
Provide out of hours support to the contact centre, andinternal teams during System releases and hotfixes which includes some weekendwork.
Work on rotating rostered hours between 8am and 5.30pm.
Perform remediation functions on aged care data
Familiarise themselves with upcoming functionality to beable to support their introduction to the System (for example AN-ACC, EIAM,etc)
Ensure service documentation including service templates,knowledge base articles, approval criteria, usability documentation etc. aremaintained and updated, as necessary.
Provide high level customer support to Users of the Systemdirectly, both via email and telephone.
Show a dedication to service delivery excellence through anongoing commitment to improving the level of support
Experience using Siebel CRM (or equivalent)
Application Deadline: Friday, 07 October 2022

Expected Start Date: Tuesday, 01 November 2022

Job Types: Contract

Rate: As per Australian Market Standards

If you are interested in this position, please click Applywith your resume in WORD and send your details for review. If you wish to havea confidential discussion, call us on 1300 207 208  or 0482 693 975  for more information.

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