About

Department of Housing and Works awarded a contract to Peoplebank Australia Limited for Service Desk Support Officer services under the Service Desk Support Officer CUATPS2024 engagement.

The contractor assisted primarily with reform-related queries and tickets; identified trends and workflows for improvement; acted as the first point of contact for all enquiries; managed problem management and call escalation; provided service desk management and remotely supported customer requests and incidents by phone and email; controlled and monitored the ticketing system; performed initial troubleshooting of incidents; supported ITIL processes including outages; maintained continual communications with the incident manager; and provisioned and modified accounts through proper channels.