Provide technical and general advice in the delivery and support of a range of high-quality ICT services within an administrative hub

I need to complete these five question of selection criteria. IT feildProvide technical and general advice in the delivery and support of a range of high-quality ICT services within an administrative hub.Configure, install and support technology (e.g. corporate computers, computer operating systems, networks) in accordance with established ITS standards. Develop and maintain procedural documentation through the ITS knowledge base and website.Provide support to project and working groups to facilitate the successful completion of projects and participate in user group meetings and demonstrations of various types of systems and software.Liaise with technical support staff to resolve problems and, where necessary, follow up to ensure problem resolution.

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Amal Ranawaka
19 Dry Street Invermay TAS 7248 | 0424 285 559 |
Responses to Selection Criteria
1. A tertiary qualification in computing or a related field or an equivalent combination of relevant
experience and/or education/training.
In the 2015, I completed a Master of Information Technology at Charles Stuart University. In
addition, currently I am working client services officer at University of Tasmania. My job involves
direct customer contact on a continuous basis. I am proactive in my relationship with university staff
and students’ and have established a fruitful customer base in the University. This involves a regular
calling program to discuss IT service needs they may have and provide excellent IT services.
I’m required to determine customer needs and provide IT service solutions. For example, I am
working on Service-now ticketing system which regular University staff and student can launch their
issues where my responsible to resolve the issues as soon as possible. Moreover, most recent
experience in Australia as a customer services, and IT services my knowledge, experience can bring
high standard and confident to achieve my task.
I am passionate and committed to providing excellent customer service and undertake regular
training in customer feedback, customer relations and conflict resolution as provided by the
University. I am confident in handling any situation that may arise.
2. Competent interpersonal and written/verbal communication skills with demonstrated ability to
produce quality procedural and support documentation.
My worked experience at Willis Tower Watson(WTW) meant that I developed and applied skills in
these areas. Willis Towers Watson operates in more than 140 countries and has a workforce of more
than 40,000 employees and worked as a IT support office at Melbourne Australia head office, I was
dealing regularly with customers, suppliers and staff in person and over the phone. I Dramatically
improved my communication skills. Moreover, during my ICT professional year program at Monash
University, I improved my public speaking and presentation skills which gave me an enormous
In the WTW, one of my duties was to field customer enquiries, which utilised all my communication
skills. Dealing with a customer, report and email writing, and entering the customer’s information
into the computer database. Further to this, I clearly and concisely documented disaster recovery
system which helps to understand new staff. Using clear communication, in oral and written forms, I
ensured a good relationship with our suppliers was maintained and provided efficient and effective
customer service. As a result of this, my manager commended my communication skills at my
performance appraisal, and I was delegated to the task of staff trainer.
Working as a client services officer at University of Tasmania, my strong communication skills help to
intermingle with different people from different cultures and able to provide best IT services for
international students.
3. Demonstrated commitment to customer service and a professional approach to providing
technical support and advice.
4. Demonstrated problem-solving ability and experience in technology support for a large
networked environment. This includes software/hardware support and troubleshooting (audiovisual, videoconference equipment, networking and/or computer operating systems). This
requires a strong knowledge of current developments in technology.
5. Ability to work with limited supervision and as part of a team and to manage workload and

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