10 X Call Centre Helpdesk Officers Nsw State

2 weeks ago

Parramatta, Australia Alexander Appointments Full time

$34.50 per hour + Super| 38hours per week
- NSW State Government | Hybrid - Parramatta + WFH opportunity
- ASAP Start | Estimated 3-month assignment, potential to extend
- **$34.50 per hour + Super| 38hours per week**:

- **NSW State Government | Hybrid - Parramatta + WFH opportunity**:

- **ASAP Start | Estimated 3-month assignment, potential to extend**

**About Alexander Appointments**

**About the Company**
Our large NSW State Government client serves the community by leading the provision of world-class education, connecting all stages from early childhood to tertiary qualifications across the NSW community.

**Why Apply?**
- Gain Public Sector experience and skills that are pivotal to developing your career within Government
- Flexible working conditions
- Work / Life Balance

***

**About the Role**
They are currently seeking 10 x Helpdesk Officers to join their Contact Centre in Parramatta with some flexibility to work remotely from home. This is an estimated 3-month temporary assignment, with a potential to extend. You will be required to work between the hours of 8am-5pm Monday to Friday.

Working within a Shared Services environment, you will be required to provide Tier 1 support and advice to users across multiple locations to support the delivery of high-quality customer service in response to the SAP upgrade implementation project relating to Finance and Payroll.

**Responsibilities**
- Act as the first point of contact, providing high level, professional customer service
- Respond to enquiries from customers in a high-volume call environment
- Answer SAP Finance and Payroll enquiries within a timely and accurate manner
- Facilitation the resolution of customer complaints
- Troubleshoot issues utilising SOP’s, guides & tools
- Log incidents into ServiceNOW
- Translate and convey technical information to everyday terminology
- Create a positive customer experience
- Contribute to continuous improvement processes
- Records and database management ensuring integrity, accuracy and confidentiality
- Adhere to Contact Centre daily and monthly SLA’s and KPI’s
- Ensure compliance with best practice and legislative requirements

**About You**
- NSW Public Sector experience advantageous
- SAP and ServiceNOW experience highly desirable
- Professional, confident and resilient with a customer service delivery focus
- Impeccable communication skills, both verbal and written
- Proactive and motivated
- Strong computer literacy and proficiency with MS office suite
- Superior organisational skills and ability to multi-task and prioritise conflicting deadlines
- Solid negotiation, problem solving and conflict resolution skills

***

**Requirements**:

- Demonstrated experience working within a high volume contact centre environment
- Experience within HR/Payroll or Finance
- Reliable remote internet access
- Fully COVID vaccinated or medically exempt
- Willingness to undergo a National Police Check
- Ability to commence and commit to the duration of the assignment

**How to Apply**
**Only suitable applicants will be contacted**.

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