Service Desk Operations Leader

1 week ago

Parramatta, New South Wales, Australia NSW Department of Communities and Justice Full time

Division:
Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 65339
Service Desk Operations Leader

  • Location Parramatta CBD with access to hybrid work arrangements
  • Full time temp until December hours per week)
  • Salary from $93,295 to $102,941 pa. + super and annual leave loading
  • Diverse and inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role


Provide technical advice and training to Contact Centre staff while ensuring adherence to policies and procedures, including support the development and implementation of all staff scheduling and leave requirements in accordance with the Contact Centre Staff Agreement to ensure delivery of efficient contact centre services.


The Operations Leader is also responsible for the development and on-going maintenance of Standard Operating Procedures and knowledge base articles.

They have a significant role in managing real time performance and contribute to the achievement of Service Level Agreements (SLAs).


What you'll do

  • Manage client expectations and resolve client enquiries in keeping with relevant legislation, polices, guidelines, processes and Service Level Agreements
  • Act as a technical reference point for colleagues, proactively considering/addressing development and learning needs, accepting/acting on feedback and coaching and seeking performance review
  • Cooperate and collaborate with relevant internal stakeholders, including fellow team members to optimise service standards.
  • Complete regular and ongoing quality assurance checks of tickets logged and telephone calls in accordance with the Quality Framework to ensure consistent and high quality delivery of service
  • Work with the manager and team leader to analyse, develop and implement efficient current and future staff schedules, including rosters, leave schedules, rostered days off and any other leave/staff absences, to meet changing business requirements without major impact to service KPIs
  • Provide day to day support for rostering technology across the Centre to ensure consistent information across all staffing systems
  • Provide accurate advice and report recommendations on forecast staff requirements through analysis of collated data and statistics to support and enable future campaigns and chronological exceptions
  • Perform ongoing monitoring and analysis of staff distribution across ICT Service Desk to ensure accurate and up to date rosters are available

What we're looking for

  • Strong attention to detail
  • Ability to work collaboratively to provide quality customer service
  • Knowledge and experience working within the ITIL framework
  • Experience helping others understand their obligations to comply with legislation, rules, policies, guidelines, and codes of conduct.


This role requires participation in an on-call and/or after hours work roster to ensure service continuity to clients outside normal business hours.

Download the role description.

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.

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 26th February :59pm AEST.

Got a question?
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.

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