Technical Support Officer

Technical Support Officer

Clerk Grade: 5/6

Salary Range: $99,938 - $110,271 + superannuation

Employment Type: Full-time, Ongoing

Location: Darlinghurst, Sydney - hybrid working 3 days in the office per week

Overview

About the Role

The NSW Personal Injury Commission (Commission) is looking for a Technical Support Officer to join our team on a permanent basis.

About Us

The Commission resolves disputes between people injured in motor accidents and workplaces in NSW, insurers and employers. The Commission is an independent statutory tribunal within the New South Wales justice system, committed to providing a transparent and independent dispute resolution service. Resolving disputes justly and efficiently in the shortest time frame is a priority for the Commission. We work with all parties (injured persons, insurers, and employers, where relevant) to discuss ways of achieving this. The Commission exercises functions in two divisions – the Motor Accidents Division and the Workers Compensation Division. You can read more about the PIC here. As noted above, although the Commission is an independent Tribunal, the staff who work in the Tribunal are employed by Department of Customer Service. Understand more about DCS – here.

Primary purpose of the role

Provides broad-ranging Tier 1 support to users, using a range of tools to troubleshoot and resolve issues of moderate complexity across the organisations' ICT environment, complying with service management policies and procedures. Also resolving user functional needs in navigating the Dispute resolution system with strong functional knowledge.

Key accountabilities

• Use appropriate tools and methods to address user support queries and return user's ICT systems and networks to optimum efficiency in a timely manner. Experience understanding the complex user base for the Personal Injury Commission and their complex issues highly desirable.
• Ability to work with vendors to ensure system availability issues resolved quickly.
• Manage set-up activities for users to ensure timely onboarding and offboarding
• Apply appropriate tools and methods as defined in the ITIL framework to address user queries for system issues and networks to ensure optimum efficiency
• Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages
• Keep up to date with new technologies and systems to assist users to resolve technical issues within service level agreements
• Identify opportunities for service improvements in application support activities to drive efforts towards continuous service improvement across the Organisation

To be successful in this role

• You will be an experienced Technical Support Officer with experience working with a diverse range of users. You love working with people and have a passion for connecting technology to real business outcomes.
• An understanding of the key ITIL Framework needed to support the efficient processing of Incidents and Problems within the Platform Support function – preferred experience with JIRA Service Management.
• A strong preference is having existing experience working within the Personal Injury Commission in a Platform User Support role.
• Previous experience with the Dispute Case Management systems operated by the Personal Injury Commission is desirable.
• You will be a strong communicator and have the ability to foster effective working relationships with users at all levels.
• You are self-motivated and committed to delivering quality outcomes.

How to Apply

You are required to submit a cover letter and a current resume which clearly details your skills and experience as relevant to this role. Please note that additional assessments will be conducted as part of the recruitment process.

Salary Grade 5/6, with the base salary for this role starting at $99,938 base plus superannuation.

Click Here to access the Role Description.

Contact and further information

For enquiries relating to recruitment please contact Meg Rapley via Meg.Rapley@customerservice.nsw.gov.au.

Visit the Capability Application Tool to access practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date

Closing Date: Monday 15 September 2025 at 9:59am

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Meg.Rapley@customerservice.nsw.gov.au or 02 9494 8351.

For more information

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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