Total 1 job vacancies by AFCA

You’ll be the go‑to escalation point for incident and request management in Information Services, specialising in the Case Management System and other Tier 1 business‑critical applications. Working within the IT Helpdesk team, you’ll provide expert support to users by resolving escalated issues through the service desk, reporting directly to the Help Desk Support Manager. 

Typically, in this role you will:

• Provide an escalated point of contact for users, managing incidents and requests via a service desk function.
• Manage IT service requests related to CMS and Tier 1 applications from users via email, telephone, web logging, and walk ups, resolving incidents and service requests at the point of escalation wherever possible.
• Act as an SME for the Case Management System and other Tier 1 core applications requiring escalation from level 1 support.
• Be the conduit from Level 1 to through to Level 3 ensuring that any areas to uplift the knowledge is transferred via clear documentation, walked through and is understood with confidence.
• Knowledge and awareness of changes & enhancements to the CMS are shared and kept up to date via the Knowledge Base resources to support troubleshooting of incident and request escalated to IT Support.
• Support 1st level as required to deliver and meet targets as required by the business. This may include supporting Helpdesk as directed.
• Be a key representative to the business surrounding CMS to share knowledge and support learning for operational teams.