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Aps2/3 Support Officers

Hays Contact Centres - Canberra, ACT

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


Your new company
This highly sought after Federal Government agency leads the Australian Government’s effort to improve cyber security, with the goal of making Australia one of the most secure places to connect online. They have a dedicated 24/7 hotline for reporting cyber security incidents and in 2019, the Australian Government made an election commitment to expand the capacity of the hotline.

The Cyber Security Helpdesk will be delivered using a traditional three tier approach to manage incoming requests. It is anticipated that each request will receive a tailored response that leads to incremental improvement in the cyber security of small and medium businesses, older Australians and families.

Your new role

The newly contracted workforce for the helpdesk will be specially trained to provide first level phone support, to enable Australians to prevent and respond to cyber security incidents.

Helpdesk Support Officers will:

  • respond to calls/emails to the Cyber Security Helpdesk and provide guidance and advice on cyber security matters,
  • escalate tier two calls/emails to the 24/7 Watch, and
  • provide appropriate internal/external referral pathways to customers.
  • Incident reporting - assisting small and medium sized businesses, families and older Australians to report cyber-crime using the ‘ReportCyber’ platform

All Support Officers will receive comprehensive training prior to their first shift. This will include an introduction to the agency and the role, appropriate referral pathways, cyber security fundamentals, managing difficult callers and the call center platform/tools that will be used. This training will be a combination of instructor led and scenario based learning.

Contractors will work casual shifts of 3 to 5 hours between 0700 hrs and 1900 hrs Monday to Friday, with flexible working arrangements available.

What you'll need to succeed
Candidates must be Australian Citizens to be eligible for these positions.

These positions would be well suited to university and TAFE students with a Science, Technology, Engineering or Mathematics (STEM) background.

Additional requirements include:

  • No specific qualifications are required but candidates must have a base understanding of cyber security fundamentals and an interest in supporting and educating members of the public;
  • Demonstrated computer literacy;
  • Effective oral and written communication skills;
  • Ability to follow procedures and provide a positive customer experience;
  • Ability to build and sustain positive relationships with team members and customers;
  • Ability to use common sense and resolve issues by sourcing information and asking questions; and;
  • Demonstrates maturity and the ability to manage challenging customers/conversations.


  • Experience working in a call centre;
  • Experience in customer service;
  • Ability to identify learning opportunities and suggest improvements to work tasks and business practices.

All contractors in this area will be required to hold a Baseline Security Clearance.

What you'll get in return

  • Flexible working arrangements
  • Entry into Federal Government
  • Attractive hourly rate

What you need to do now
If you're interested in this role, click 'apply now'.

LHS 297508 #2472823

Canberra, ACT

Customer Service & Call Centre


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