Contract to 02 December **** | Brisbane CBD | Fulltime onsite
Lime Recruitment is currently working with a large Queensland Government client to recruit an experienced Senior IT Service Centre Agent.
In this role you will ensure quality service outcomes for customers by the resolution of customer issues through effective coaching, mentoring, and training of IT Service Centre staff.
Key Responsibilities:
Promote effective and efficient communications within the unit to meet timeframes and provide coaching, mentoring and development training for IT Service Centre staff.
Undertake in-depth problem assessment and where possible educate the end-user with the objective of resolving as many incidents as possible and reducing recurring calls.
Provide enhanced remote and onsite service support, log incidents, resolve problem requests and questions reported to the Service Centre and promptly allocate unresolved calls to the relevant support team.
Contribute to key Service Centre functions including resourcing, workflow, knowledge management and others as directed.




Provide a first point of contact and enhanced support for technical requests in the use of a wide range of software and hardware, in-house systems and products and services utilised throughout the department
About You:
Proven ability to monitor knowledge base quality, creating and updating documentation for known errors and technical fixes.
Skilled in organizing individual and group workloads to deliver responsive, high-quality customer service while keeping stakeholders updated.
Experience utilizing established procedures, recommending modifications, and contributing to administrative systems, policies, and practices.
Ability to participate in Service Centre initiatives, conduct technical research, and provide insights for management reporting.
Excellent interpersonal skills with a strong dedication to active listening, teamwork, and a skilled service culture.
#J-*****-Ljbffr

📌 Senior It Service Centre Agent (Queensland)
🏢 Lime Recruitment
📍 Queensland