Job description
1. 6 month contract
2. Location - Redfern / WFH
3. Up to $595.31 per day + super
4. NSW Government client
Purpose of the role
The role of User Support Officer Business Intelligence provides the day-to-day level 1 support to out NSW government clients’ staff.
Key accountabilities
5. Provide 1st level technical support and access provision directly to users, over the phone and email
6. Ensure all incidents, problems and users requests are logged in ServiceNow accurately
7. Proactively monitor ServiceNow support queue to ensure that all requests for assistance are actioned in timely manner
8. Co-ordinate, collaborate and escalate incidents within established timeline.
9. Working in a fast-paced environment with competing priorities.
10. Managing diverse client expectations in an environment characterised by tight deadlines.
11. Maintaining up to date knowledge of best practice in help desk support.
Requirement
12. Experience in Level 1 IT and Customer support.
13. Experience in ServiceNow ticketing system.
14. Experience in Power BI, Business Intelligence Reporting is advantage.
15. Assertive communication skills with the ability to communicate effectively over the phone, in person and in writing.
16. Excellent time management.
17. First class customer service and support
18. NSW government experience (Desirable)