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First Floor, 159 Victoria Pde
Collingwood, VIC 3066
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1300 727 952 
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+61 3 9910 4099

 

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Help government agencies keep Australian citizens informed.

Salsa Digital is the official service provider of GovCMS, an Open Source web content management system hosted on the public cloud provided by the Department of Finance to a large number of government agencies. One of Salsa’s roles in this high profile program is to manage and run the service desk on behalf of the Department of Finance using a cloud based support ticket system.

Salsa Digital is currently looking for a Service Desk Agent to provide first level support to GovCMS customers.

As Service Desk Agent you will the first contact point for Government Agencies to obtain GovCMS support and will play a vital part in executing the broader Salsa vision of helping governments become more open, more connected and more consolidated.  

The primary location of this role is the Salsa HQ  in Melbourne: 159 Victoria Parade, Collingwood, VIC, 3066, however remote work may be considered.

 

Responsibilities

As the Service Desk Agent you will:

  • Interface with GovCMS customers using the GovCMS Service Desk ticket system

  • Answer incoming telephone calls

  • Build positive relationships with customers and their respective sites

  • Ensure all Service Desk SLAs are being met

  • Develop an excellent working knowledge of the ticketing software used (Freshdesk)

  • Update and maintain the GovCMS knowledgebase with the aim of reducing the number incoming tickets for recurring questions

  • Analyse service desk trends and implement and/or suggest areas for improvement

  • Other duties as assigned by the Service Desk Manager

Skills & Experience

Must Haves

  • Excellent written and verbal communication skills

  • Client focus

  • Digitally savvy

  • Ability to strictly adhere to predefined processes and guidelines

  • Take ownership of the customers’ experience

  • Exceptional organisational skills.  Able to juggle multiple things at once in a structured manner.

Nice to Haves

  • At least 3 years experience in a customer facing role
  • Formal Tech background

  • Knowledge of Drupal

  • Knowledge of GovCMS

Benefits

In becoming the GovCMS Service Desk Agent at Salsa Digital you can expect the following benefits:

  • Permanent full time role

  • Expand your career prospects by acquiring a knowledge of Drupal, one of most widely used Content Management Systems in Australian Government and beyond.

  • Work with a team of professionals in a flat organisational culture.

  • An annual budget for education, health & wellness.

  • Work with a team serious about open source.

  • Work with a team with a strong desire to make governments more open, more consolidated, more connected.

  • Attend professional conferences and events that support and improve your insights and thus knowledge to produce great work.

  • A company culture that is rigorous, transparent, accountable, continuously improving, commercial, innovative and values diversity - all of Salsa’s core values.

About Salsa

Salsa Digital is a Melbourne based agency with a 15+ year legacy in open source. Currently Salsa Digital is made up of approximately 25 Salsarians.  

In more recent years Salsa Digital has become a key contributor to helping governments become more open, more consolidated and more connected.

Salsa Digital is entrusted by the Australian Government as the exclusive delivery partner for the next generation GovCMS platform. Salsa has also been entrusted by the Victorian Government as the implementation partner for the Single Digital Presence platform.

On behalf of the Victorian Government, Salsa Digital also manages the open data platform (data.vic.gov.au) designed, built and hosted on CKAN (open source data management system).

Salsa Digital is a value driven agency with a strong open source and transparent ethos. Our open source ethos extends beyond Drupal to open data, open platform and open design systems.

Salsa is recognised as an open source - digital platform - leader in government at state and federal level.  Salsa has earnt this reputation via the delivery of high profile programs of work and also via the production of thought leading content.  

Salsa wishes to continue this momentum with a heightened strategic focus.  

 

Interested?

If this role excites you and would like to explore further apply below or call Paul Morriss (Director) on 03 9910 4038.

 

Apply Now

Please email your CV and Cover Letter to jobsanti-spam@salsadigital.com.au

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