APS3 Helpdesk Support Officer
Core
Provide first-level phone and email support to the Australian Cyber Security Hotline, guiding the public on cyber security incidents and assisting with reporting via the 'ReportCyber' platform.
Role type
Helpdesk Support Officer (Cyber Security Hotline)
Builds
Public guidance and incident reporting for small businesses, families, and older Australians
Domain
Cyber Security / Public Sector
Deliverable
client delivery
Required skills
Cyber security fundamentals, computer literacy, oral and written communication, customer service, procedure adherence, relationship building, issue resolution
Preferred skills
Call centre experience, customer service experience, ability to identify learning opportunities
Technologies
Call centre platform/tools, ReportCyber platform
Responsibilities
Respond to calls/emails to the Cyber Security Hotline, escalate tier two calls to the 24/7 Watch, provide internal/external referral pathways, assist customers in reporting cybercrime
Seniority
Entry-level / Student-friendly