Leonardo Luz

Started:
May 2023
Role:
Level 1 GovCMS Service Desk Agent
Connect:
LinkedIn

Based in Sydney, Leonardo supports the Department of Finance’s whole-of-government digital platform, GovCMS.

As a Level 1 GovCMS Service Desk Agent, Leonardo manages GovCMS ‘tickets’, which are requests/issues logged via phone or Salsa’s online ticketing system.

He assesses the priority of each ticket and actions any requests he can, such as creating new accounts. For issues that require specific expertise, Leonardo will assign the ticket to the suitable team or individual within Salsa, the Department of Finance’s GovCMS team, or amazee.io.

Throughout the entire process, Leonardo actively manages the ticket to ensure the issue is resolved quickly and efficiently.

Skillset

  • Strong customer service skills
  • Time management
  • Problem solving
  • Strong attention to detail
  • Quick learner
  • Accountable and dependable

Previous experience

Leonardo has over 3 years of experience working as an IT support technician within the telecommunications industry. He is originally from South Brazil, where he worked as a helpdesk technician at Fit Telecommunications, Americanet and Inova Services. In these roles, he gained valuable experience in troubleshooting and resolving user issues through expert analysis and providing efficient solutions.

In 2022, Leonardo and his wife left Brazil and relocated to Sydney, seeking new opportunities and experiences. Before joining Salsa, he began his employment journey in Sydney as a warehouse assistant at Harry the Hirer and then as an IT support specialist position at HP.

Leonardo is passionate about learning and expanding his skills, and is currently studying full-stack website development.

Qualifications

  • Diploma of Information Technology
  • Certificate IV Business Administration and Management
  • Full Stack Website Development (currently studying - Udemy)

Hobbies and fun facts

  • Running
  • Gaming
  • Playing and watching football (soccer!)

Leonardo and his wife are currently in training to run the Sydney City2Surf — the world’s biggest fun run charity event. It’s a 14km event, running from Sydney’s CBD to Bondi on 13 August 2023.

Team roles