Service Officer

2 weeks ago

Sydney, New South Wales, Australia NSW Government -Corporate Services Full time

Service Officer (Service Desk)

Location - Parramatta

Employment type - Multiple Ongoing and Temporary full time roles

Salary - $75,992 pa - $83,211 pa, plus employer's contribution to superannuation and annual leave loading.

Your role
Provide Tier 1 (Service Desk) support for Finance and Payroll functions to stakeholders across multiple DCJ locations.

You will be part of a growing Shared Services team assisting DCJ employees and/or external stakeholders with payroll and/or finance matters.


The Department is undergoing an exciting phase with the progression of transformation activities including the implementation and consolidation of SAP systems, further modernisation of transactional processes and use of modern technology enablers including Intelligent Automation.


What you'll do


The Shared Services and Customer Experience (SSCX) Service Desk currently follows a hybrid model working from home and our recently built and state-of-the-art offices at Parramatta Square.


Your role will be to:

  • Provide service support and advice in response to inquiries, and requests about shared services products and services in line with agreed service levels
  • Promote, support, and assist clients in the selfservice function including and not limited to SAP and ServiceNow
  • Follow procedures, processes and log incidents and requests using existing customer management tools, including ServiceNow.
  • Create a positive customer experience using your knowledge base and research to resolve or escalate complex issues in line with service levels.
  • Contribute to the continuous improvement of processes and knowledge base.

What we're looking for


Team players keen to be part of a high change, high volume, fast-paced Service Desk environment with an understanding of Finance and/Payroll processes.


We will highly regard:

  • Experience in a transactional or support function within HR/Payroll and/or Finance function/s.
  • Willingness and experience in providing customer support over the phone and other system channels in a medium to large client services environment.
  • Customer service skills with an empathic approach to complex requests.
  • Excellent communication skills, both written and verbal
  • Willingness to learn and adapt to evolving business processes in a high change environment
  • Ability to establish and maintain effective relationships with internal and external stakeholders
  • Ability to work independently and manage your own work. Including working both independently and within a team environment
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.

Are you ready to join us?

Targeted Question 1

  • Describe a time when you have had to explain to a customer a difficult process or procedure? How did you respond and what was the outcome?

Targeted Question 2

  • Tell me about a recent change you initiated at work that helped your organisation, department, or team better meet customer needs or requirements

Applications close Sunday, 30 April 2023 at 11:59 pm 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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