As a IT Service Centre Agent, 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.
• 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.

Your 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.

Other skills:

• Monitor the quality of knowledge base submissions and provide input through creation of documentation or updating records of known error and associated fixes.
• Organise individual and group workloads to ensure quality, responsive and appropriate client services and liaise with customers and branch team members to provide status updates and feedback.
• Utilise developed procedures to document problems, requests, and questions, recommend modifications to procedures and update.
• Participate in the development and implementation of Service Centre projects.
• Promote and support a culture of professional behaviour by actively listening to colleagues and clients and contributing to the provision of high-quality customer service.
• Undertake research and analysis, provide information, and make recommendations that contribute to business and management reporting.
• Develop, implement, maintain, and review systems, policies, procedures and practices necessary for the efficient and effective administrative operations of the unit.
• Performs other essential duties and tasks specific to the position as required.