Service Desk Officer, Level 1

• Ongoing/ Full-Time role
• Location – Sydney (Haymarket) 
• Flexible/hybrid work options available

About us

Legal Aid NSW helps people with their legal problems. We can help people with most areas criminal law, family law and every day civil law legal issues. We give legal advice, help at court and do family dispute resolution. We can do this over the telephone or at one of our 28 offices.

About the role

Provide assistance, information and support to customers to solve reported issues and process service requests in order to support client service delivery by Legal Aid NSW staff and external practitioners.

About you

You will enjoy working in fast paced environment where no two-days are the same, bringing your experience in providing technical support, service desk expertise and desktop skills to resolve issues and process service requests. You will have similar experience working in a Service Desk environment and have knowledge of service management software to log, specialised industry software and possess good organisation skills to manage your workload.

You have the motivation and drive to succeed, maintain professionalism, remain calm under pressure and resilient in the face of challenges. You are passionate with a customer centric focus and are seeking opportunity for further challenges.

We may use this recruitment to create a talent pool for similar ongoing or temporary vacancies we have over the next 18 months.

WHY YOU SHOULD JOIN LEGAL AID NSW!

We are committed to diversity and inclusion

We are committed to creating a culturally safe and genuinely inclusive organisation and workplace for everyone who works and interacts with us. We strive to be a place where people from diverse backgrounds want to work, where voices and cultures are valued and where people feel valued, welcomed, respected and heard.

We want a workforce that reflects our clients, so we can deliver a service that meets the needs of the community. We welcome applications from people with diverse backgrounds — including Aboriginal and Torres Strait Islander people, people with disability, the LGBTQI+ community, culturally diverse people and other diverse communities. 

We acknowledge, support and accommodate the diverse access needs of people with visible and invisible disabilities. If you need an adjustment to participate in the recruitment process, or you’d like information about what we can do to help you, please contact our team at erecruitment@legalaid.nsw.gov.au.

Other benefits of working with us

• You will have access to training, development and mentoring opportunities.
• We are an accredited Flex Ready and Carers and Employers certified employer and are recognised as leaders in the area of flexible work. Most of our staff work flexibly — for example, from home some of the time or in a way that helps them balance family and work life.

The essential requirements for this role

You must:

• be willing to do a Criminal Record Check
• hold Australian or NZ citizenship, Australian Permanent Residency (for ongoing vacancies)
• live in NSW or willing to relocate to NSW

How to apply

You MUST submit your application online. If you submit your application late or by email it will NOT be accepted.

Your application must include:

• your resume (no more than 5 pages)
• cover letter (no more than 2 pages). In your cover letter, please address the two targeted questions below:

1. Provide an example when you had to solve multiple reported issues and process service requests, how were you able to balance competing demands to support customers in line with Service Level Agreements?
2. Describe your experience in resolving ICT problems over the phone?

Make sure your application is complete and you have answered all questions before you submit.

Do you need help to apply?

It’s important to properly prepare before you apply for a role. Here is some other information to help you:

• If you have questions about the role, you can contact the Talent Acquisition Business Partner Craig Cole via email: craig.cole@legalaid.nsw.gov.au.
• If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact the Aboriginal Services Branch to arrange a confidential conversation about any questions you may have.
• The Role Description sets out the responsibilities of the role.
• The focus capabilities and key accountabilities in the role description indicate what is expected at that level. Being familiar with these will help you understand what the panel will be looking for in the successful candidate. 
• Applying for a Role
• Working at Legal Aid NSW
• Guide to creating a resume and cover letter

Closing Date: Sunday, 28 April 2025 11.59pm