- Do you excel at client service delivery?
- Deliver first contact remote IT support
- Join a talented team of IT-minded people at CSIRO
CSIRO Information Management and Technology (IMT) are seeking talented IT-minded people to join the Client Services Delivery (CSD) team to aid in the delivery of effective and timely IT support within CSIRO.
IMT's CSD group is responsible for providing effective and timely IT support to all of CSIRO, and has staff at most CSIRO sites across Australia. Services are delivered through a mixture of physical and remote channels, depending on the location of the site and the type of support required.
CSD is the primary point of contact for all IMT services in CSIRO. Its main functions are:
- Service Desk: The first point of call for IMT's clients, responsible for logging and management of all calls, telephone support, call resolution using remote desktop technology, and escalation to second- and third-level support for resolution where necessary.
- On Site Support: Hands-on support for tasks requiring physical assistance to solve a problem or fulfil a request.
- Incident Management: managing the response to major incidents and collaborating with IMT's technical teams to diagnose and resolve them.
As a CSD staff member, you will be expected to actively contribute to the quality of the service delivered to clients. You must have an excellent customer service ethic, strong IT knowledge and skills, and be able to provide an effective and efficient response to incidents and requests spanning a broad physical and technical range and with varying levels of complexity. You will also have outstanding organisational, interpersonal, and communication skills.
You will actively contribute to IMT's service direction, participating in applying adaptive and innovative solutions to complex and/or ambiguous issues across one or more service and/or technical streams. Your demonstrated client focus will gain the support of key stakeholders, and contribute to integrating IMT technical solutions with business requirements to achieve CSIRO's strategic and organisational objectives.
This is a security assessed position. Applicants must either hold or have the ability to obtain a Negative Vetting 1 Australian Government security clearance or undergo other employment suitability checks.
Location: Melbourne, VIC
Salary: $61K - $78K plus up to 15.4% superannuation
Tenure: Indefinite role
To be successful you will need:
- A formal tertiary qualification in an Information Technology field, or equivalent Information Technology experience
Previous experience in a customer service environment and supporting a broad range of IT services, including:
Network services, both local and wide area;
Videoconferencing/IP telephony services;
Microsoft Windows-based workstation environments in an Active Directory framework;
PC hardware and software installation, configuration and troubleshooting.
A strong service delivery focus, including excellent oral and written communication skills and effective interactions with clients regardless of their levels of IT skill and experience.
A proven track record as team player showing initiative, self-motivation, plus an ability and willingness to perform with minimal supervision and follow defined procedures accurately and consistently.
Ability to collaborate with other teams in order to achieve operational objectives including assistance with undertaking project work with technical services teams for new installations, upgrades, configuration and troubleshooting.
Strong organisational skills including the ability to multi task.
Who we are: The Commonwealth Scientific and Industrial Research Organisation (CSIRO)
At CSIRO, we do the extraordinary every day. We innovate for tomorrow and help improve today - for our customers, all Australians and the world. We imagine. We collaborate. We innovate.
We work flexibly at CSIRO, offering a range of options for how, when and where you work. Talk to us about how this role could be flexible for you. Find out more! CSIRO Balance
How to Apply: Please provide enough information relevant to the selection criteria for this position to enable the assessment panel to determine your suitability, and upload one document containing your CV/resume and cover letter.
Before applying please view the full position details and selection criteria here: Position Details
Applications Close: 10:59pm AEST Wednesday 18th April 2018