Description:
At Sydney Water, we’re passionate about making a difference to the lives of our customers and communities.
About us
We have a proud heritage and a progressive future, providing world class drinking water and beautiful waterways from the mountains to the sea. We see the world is changing so we are changing too. Our people and their jobs are as diverse as the communities we serve.
About the role
The purpose of this role is to securely support the daily customer service function of the Digital Service Desk to ensure effective and efficient delivery of support services, further enabling Sydney Water digital services resilience.
Responsibilities include but are not limited to:
- Fulfilment of all Digital Service Desk related activities for Sydney Water with a focus on digital services (IT), ensuring security of operations, adherence to process, and service levels monitored and maintained
- Support other streams within the Digital Service Desk where required, to ensure call response SLAs
- Support team colleagues with training and knowledge sharing, nurturing a collaborative environment
- Collate and deliver information to monitor and maintain Digital reports and processes
- Ensure risks and issues are identified and reported on a continual basis to the functional lead, ensuring customer focused delivery
- Identify and implement ways to improve efficiency of Digital support processes and procedures
- Monitor and prioritize the service desk queue to ensure customer requests are resolved within the required timeframe
- Escalate complex issues to other resolver groups or subject matter experts
- Participate in continuous improvement initiatives to enhance the support processes and tools
About you
- Qualifications in Information Technology, Computer Science or similar or equivalent industry experience
- Strong problem-solving and analytical skills
- Ability to work independently and as part of team
- Operational experience in a multi-function service desk / business centre environment
- Demonstrated experience working with technology service delivery – in particular, Desktop Support services
- Service Desk Technician or Analyst accreditation and/or ITIL Foundation-level certification
- An understanding or experience in delivering managed end-to-end customer services
- A broad understanding of enabling infrastructure technologies at the enterprise level
- Experience with service desk ticketing system