Support Officer, Service Centre - Talent Pool Opportunity
Clerk Grade: 3/4
Salary Range: $84,659 - $92,701 plus superannuation and leave loading
Employment Type: Full-Time, Ongoing or Temporary opportunities over the next 18 months.
Location: Orange or Parramatta - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.
A talent pool will be created for this role across our Parramatta and Orange locations for future opportunities.
About Us
Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.
About the team
Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.
We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.
Key Responsibilities
The Support Officer, Service Desk role provides Tier 1 support and advice to users across multiple locations and applications to support the delivery of high-quality shared services in accordance with Service Partnership Agreements (SPAs) to promote a customer centric approach and meet business priorities.
In this role, you will:
* Provide service support and advice in response to inquiries, and requests about shared services products and services by clarifying issues, resolving inquiries and requests in line with SPAs and standards.
* Promote, support, and assist clients in the self-service function.
* Follow procedures, processes and log incidents and requests using existing customer management tools, including ServiceNOW.
* Create a positive customer experience using the knowledge base and researching to resolve or escalating unresolved complex issues in line with SPAs.
* Contribute to the continuous improvement of processes and knowledge base.
* Research and analyse information to make recommendations based on relevant evidence.
About You
The successful candidate must demonstrate strong capabilities in:
* Processing transactional task such as updating records, checking details or submitting requests. Experience in HR/Payroll or Finance is beneficial but not essential. Providing customer centric service support to clients in a medium to large client services environment.
* Dealing with demanding or difficult customers in a Service Desk setting.
* Maintaining current knowledge of procedures in multiple systems and learn new applications and processes as required.
What we need from you
An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills.
Please note that assessments will be conducted for this role. This involves submitting your application for review, an online technical and logic assessment; if you are successful in this stage, completion of online video interview questions; then a final virtual panel interview if you are chosen to proceed to the final round. Pre-employment checks will be conducted if/when we are looking to activate you from the talent pool when an opportunity becomes available.
A talent pool will be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements
Salary Grade 3/4, with the base salary for this role starting at $84659 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Lauren Johnson via .
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.
Closing Date: Friday 22nd May at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact .
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