Service Management Officer

Job Title: Service Management Officer
Contract Type: Contract
Location: Canberra, Australian Capital Territory
Salary: Negotiable
Start Date: 22/2/2022
Reference: CR/009769_1644884260
Contact Name: Simmi Vakharia
Contact Email:
Job Published: February 15, 2022 11:17

Job Description

  • Start ASAP | Canberra Location
  • Contract until June 2022 with extension options
  • Australian Citizen - Must have Baseline clearance

FinXL IT Professional Services is an established innovative Australian company providing technology enabled business solutions and consulting services across a number of industries including Government, Telecommunications, Commercial and Finance. We currently have more than 850 consultants assisting our clients across Australia and are continuing to grow at a rapid pace. Through the delivery of services and implementation of new systems, processes and technology, we assist our clients to gain competitive advantage and reach new heights.

The Role:

FinXL are looking to engage Service Management Officer to be responsible for providing enhanced and dedicated customer service The role requires strong relationship management and task coordination skills.

The key skills required for this role are:

  • Call centre experience is advantageous
  • Ensure incident resolution through customer and/or 3rd party liaison
  • Answer and efficiently and accurately direct enquiry calls to the Department's telephony switchboard.
  • Management and adherence to product and service related Service Level Agreements
  • Service Catalogue management if applicable - ensure that the Service Catalogue is current, service pricing accurate and maintain its integrity
  • Service Request fulfilment management - the ability to manage the queue for service request tickets, prioritise and reprioritise work order
  • Incident queue management - the ability to manage the ticket lifecycle within the service management tool.
  • Fault/Escalation management - the ability to appropriately deal with customer face-to-face to resolve incidents, problems, service requests and escalate as required.
  • Provide appropriate ticket management coverage as required (24 x 7, 12 x 5 as examples)

FinXL fosters a high-performing, inclusive workplace built on a foundation of excellence, respect and dignity. We take corporate social responsibility seriously through our ongoing activities with communities and staff involvement in these efforts. We are committed to environmentally friendly practices in both our own operations and our work with clients.

To be considered please send in your application to Simmi and you can call on 02 6243 6460 to discuss further.

FinXL does not accept unsolicited resumes or appreciate unsolicited calls from recruitment agencies.

FinXL encourages applications from Aboriginal and Torres Strait Islander people.