Service Desk Analyst - Complex Cases & Escalations - Federal Government
Contract role with a federal agency, Hybrid - Canberra, Brisbane or Sydney.
You will be the escalation point for the agency’s consumer helpline. You’ll handle the complex and sensitive matters that frontline staff pass up, including complaints, record access requests and urgent safety issues. You’ll make and document decisions in line with legislation, policy and procedures. You’ll also coach team members, review quality and help improve how the team works, including its IT service desk processes.
What we’re looking for
Experience in a complex service delivery environment - contact centre, complaints, case management or escalations team
Decisions made by researching and applying legislation, policy or published procedures
Handling difficult enquiries from the public by phone and in writing
Coaching or training staff (desirable)
Customer support in a health or clinical setting (highly desirable)
Some understanding of how an IT service desk works
Backgrounds that suit: Services Australia,
Medicare, My Aged Care, NDIS, health insurers, health helplines, ombudsman or complaints teams.
Must have: Australian citizenship and a current Baseline clearance.
Key responsibilities
Manage complex enquiries and complaints escalated from Level 1 and Level 2 support teams
Research cases and provide clear, accurate responses by phone and in writing
Review requests and recommendations relating to access to existing data
Apply legislation, policies and standard operating procedures to support decision-making
Coordinate time-sensitive work, monitor team activity and contribute to reporting
Develop and maintain knowledge articles, procedures and training materials
Support colleagues through coaching, guidance and quality assurance
Contribute to service improvements, audits and risk management activities
Build solid working relationships with internal teams and external stakeholders