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