Service Desk Analyst - Sydney, Australia - NSW Government -Corporate Services

NSW Government -Corporate Services
NSW Government -Corporate Services
Verified Company
Sydney, Australia

2 weeks ago

Olivia Brown

Posted by:

Olivia Brown

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Description

Service Desk Analyst

  • 12 month temporary fulltime position (35 hours per week)
  • Location: Parramatta with the ability to work from home
  • Opportunities for learning and development and Internal career progression
  • Salary Clerk Grade 3/4, Salary ($75,992 $83,221 p.a.) plus employer's contribution to superannuation 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

  • Providing advice to DCJ employees to ensure as many enquiries are resolved without the need for escalation to Tier 2 IT support teams.
  • 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.

What we're looking for

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


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.


Applications close Tuesday, 2nd May 2023 at 11:59pm AEST.


Got a question?

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 our careers site.


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.

Due to the Covid-19 Pandemic some interviews and assessments may be performed using alternative methods. For more information visit Our Process.

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