Senior Service Officer Service Desk

Senior Service Officer, Service Desk

Grade 5/6

Talent Pool Creation

Shared Services & Customer Experience

Talent Pool creation for future Ongoing and Temporary roles

Location – Parramatta

Salary – $93,295.00-$102,941.00 pa, plus employer's contribution to superannuation and annual leave loading.

Your role

Department of Communities and Justice is seeking Senior Service Officers, Service Desk to support the operations of the Service Desk team which provides Tier 1 support and advice to internal and external customers.  We provide support across multiple locations and applications and guide the activities of Service Officers responsible for the delivery of high-quality support services in accordance with agreed service levels and business priorities.

What you’ll do

In this role, you will:

• Provide senior service support and advice in response to inquiries, and requests about products and services by clarifying issues, resolving inquiries and requests, researching unresolved problems in line with Service Partnership Agreements and standards.
• Promote, support, and assist clients in the self-service function.
• Supervise and develop a team, coaching and allocating tasks on a day-to-day basis, and promote and ensure the use of agreed methods, tools and reference material to drive efficiency and consistency within the team and facilitate their ongoing professional development.
• Provide timely reports, assessments and statistics on team performance and activities to ensure that management decisions are based on accurate and complete information.
• Support a strong client focused service culture to sustain customer satisfaction and continuously improve service and customer experience.
• Create a positive customer experience providing services, support and advice using your knowledge base and escalating unresolved complex issues to the Manager Service Desk in in line with SPAs.
• Participate and provide input into projects impacting the SSCX Service Desk and actively lead initiatives to improve customer service and employee satisfaction.

Department of Communities and Justice Shared Services & Customer Experience unit is a diverse, positive, and collaborative team based in Parramatta at 6PSQ, working in a hybrid environment.

What we’re looking for

In addition to meeting the essential requirements, the successful candidate must demonstrate strong capabilities in:

• Experience supporting and promoting a Service Desk function in a medium to large organisation.
• Processing HR/Payroll and/or Finance transactions.
• 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.

Download the role description.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information?  Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach a cover letter (maximum 3 pages) addressing the 2 targeted questions below as well as an up-to-date résumé (maximum 5 pages).

Targeted Questions

1. SSCX Service Desk is a high volume and fast paced environment that at times undergoes continuous process changes.  Describe a time when you had to learn new information about changing processes and how you learnt the new information.

2. Ability to communicate with internal and external stakeholders in a respectful and professional manner is a daily occurrence at the SSCX Service Desk.  Describe a time where your communication skills allowed you to make a meaningful difference to a situation.

Applications close Monday, 20 January 2025 at 11:59 pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Danelle Tuaana on 02 9765 3289 or at: danelle.tuaana@dcj.nsw.gov.au

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Anjy Fayad on 02 9765 3042 or via anjy.fayad@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

*Please note - due to the Christmas/New Year shutdown across some areas within DCJ Interviews will be held in mid to late January 2025.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/