Service Desk Analyst

Service Desk Analyst

• Location Parramatta CBD with access to hybrid work arrangements
• Temporary opportunity until 30 December 2025 (35 hours per week)
• We are also actively building a talent pool of Service Desk Analysts for opportunities within the Department in the next 18 months   
• Salary from $82,193 to $ $90,001 pa. + super and annual leave loading

Your role

In this role you will be responsible for providing Tier 1 Information Technology support in an active service desk environment to assist callers in addressing, resolving or redirecting technical enquiries relevant to the services delivered by the Information and Digital Services (IDS) IT Service Desk.

You will be part of an experienced team who support learning and development and internal career progression.

What you’ll do

You will work as part of a highly engaged team responsible for answering telephone calls and live chats to guide customers through troubleshooting steps, to diagnose and resolve technical issues with computer applications or hardware faults. You will also be responsible for:

• Providing advice to DCJ employees to ensure as many enquiries are resolved without the need for escalation to Tier 2 IT support teams.
• Data entry of information and actions taken in real time for every customer interaction in a web based ITSM application and making triage decisions on categorisation, prioritisation, and allocation of work to the correct Tier 2 IT support team to ensure the most efficient issue resolution.
• Administrative processing of work items to provision access to IT systems, submission of warranty claims and logistics of service calls.
• Adhering to relevant policies, procedures, and processes to ensure information and advice provided to clients is current and accurate.
• Answering, clarifying, and responding to client questions/complaints and status follow up calls, including the nature of the enquiry, problem, or issue to ensure accurate advice is provided to the client and complex matters are escalated appropriately.
• Identifying gaps in the Service Desk knowledge base and issues that may impact on service delivery.
• Following processes and schedules relevant to work rosters, timelines, task rotations and breaks to ensure continuity of service delivery.
• Working closely with a range of internal/external stakeholders and other subject matter experts to seek advice on complex matters and escalate issues where appropriate.

What we’re looking for

• Established experience in a Service Desk or Customer Service role
• Commitment to quality customer service
• Time management skills
• Applying practical skills in the use of relevant technology
• Experience helping others understand their obligations to comply with legislation, rules, policies, guidelines, and codes of conduct.

Download the role description.

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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 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

Applications close Monday 27th January 2025 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Michael Pratt michael.pratt@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 Stephanie Hughes on 02 8688 0027 or via stephanie.hughes@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.

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/