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Location
Sydney
Salary
Daily rate up $606 per day (Ex super)
Job Type
Contract
Ref
BH-184154
Contact
Megan Edwards
Contact email
Email Megan
Posted
10 months ago
  • Daily rate of up to $606 per day
  • NSW Government
  • 6 Month Contract (potential to extend)
  • ASAP Start
We are looking for a Process Analyst to work across the development of processes and knowledge articles for all issues, incident and problems for the End user Computing support team. This is working for a NSW Government client based in Parramatta. You will be responsible for providing exceptional customer service while managing and maintaining knowledge articles, reviewing and improving processes, and collaborating with other teams and business units. This role requires strong writing skills, attention to detail, and the ability to effectively communicate with both technical and non-technical stakeholders.
 
Key Responsibilities:
  • Customer Service: Provide high-quality support to end-users by resolving technical issues and answering queries in a timely and professional manner.
  • Knowledge Article Creation: Develop and maintain comprehensive knowledge articles to assist end-users and service desk staff. Ensure that articles are clear, accurate, and up-to-date.
  • Process Review and Improvement: Regularly review existing processes and procedures to identify areas for improvement. Implement changes to enhance efficiency and effectiveness.
  • Collaboration: Work closely with other teams and business units to gather information, share knowledge, and ensure consistent service delivery.
  • Implementation of Knowledge Articles: Ensure that knowledge articles are effectively implemented and utilised by the service desk team. Provide training and support as needed.
  • Reporting: Generate and analyse reports on service desk performance, knowledge article usage, and process improvements. Provide insights and recommendations based on data.
  • Documentation: Maintain accurate and detailed records of all support interactions, processes, and knowledge articles. Ensure that documentation is easily accessible and well-organized.
Qualifications:
  • Bachelor's degree in Information Technology, Communications, or a related field.
  • 2+ years of experience in a service desk or technical support role.
  • Excellent customer service skills with a focus on providing a positive user experience.
  • Strong writing, editing, and proofreading skills.
  • Ability to work collaboratively with cross-functional teams.
  • Proficiency in using service desk and knowledge management tool (e.g. ServiceNow).
  • Strong analytical and problem-solving skills.
  • Attention to detail and organizational skills.
 Preferred Skills:
  • Experience in knowledge management or technical writing.
  • Familiarity with ITIL processes and best practices.
  • Ability to manage multiple tasks and prioritize effectively.
  • Strong communication skills, both written and verbal.
If the above is a match to your skillset and experience please apply NOW! Please only apply if you have experience working in an End user computing support team across the development and maintenance of knowledge articles for the team. Due to the volume of applications expected, you will be contacted for a further discussion if your profile is deemed a suitable match.

You will be contacted for a further discussion if your profile is a suitable match to the role requirements.
Only WORD FORMAT resumes will be accepted.