Customer Support Officer, Temporary, SYDNEY CBD

Talent Pool

Temporary and Ongoing roles, with flexible working options offered
Locations in Sydney opposite Central Station and Parramatta
Salary Grade 3/4

Join our new IT service desk team in a level 1 role as we embark on bringing together multiple teams into one state of the art service desk offering

About the Role
The Department of Customer Service (DCS) is a service provider, regulator and central agency of government. ICT is being transformed from an outsourced vendor to a best of breed sourcing model with Service Desk and governance services brought in-house.

The program is establishing the team that will be responsible for managing services for DCS and other NSW agencies. The role reports to the Senior Service Desk Lead and has responsibility for delivering superior ICT services for customers.

The Customer Support Officer role will:
Provide level 1incident and request fulfillment for end user technology and support services to a diverse customer base.
Be responsible for adhering to SLA’s for all assigned tickets, ensuring robust triage and escalation to other service providers or problem management where required
Escalate major incidents as well as any underlying technical or business process issues to the Service Desk Coordinator
Assist customers to improve their IT knowledge and support them to effectively identify and resolve common problems.
Contribute to the ongoing improvement of the knowledgebase

To be successful in this role you will demonstrate:
Previous experience operating in an ICT customer support role, with experience in end user computing, Windows 10, Office 365 and Active Directory.
A passion for customer service with strong trouble shooting skills and the ability to assess and evaluate customer needs by listening and asking questions
Ability to assist customers by explaining complex concepts in an easy to understand way
Can-do attitude with a strong work ethic and the ability to work both independently and as part of a team
ServiceNow experience (desirable)
ITIL certification or experience (highly desirable)

Our customers require extended operating hours; therefore, you will be required to work hours including afternoon and evening work from Monday to Saturday, weekend shifts and also work on public holidays.

Working at Department of Customer Service

The Department of Customer Service is a great place to work! Our values of accountability, trust, service and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Salary Grade 3/4, with the base salary for this role starting at $72,635 base plus superannuation

Closing Date: Friday 19th February 2021 [09:59am]

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment.

If you do require an adjustment during the recruitment process, please notify us on your application form.

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