Technology Service Desk Knowledge Officer

2 months ago

Sydney Western Suburbs, Australia NSW Corporate Services Full time

**_Together we shape thriving communities, public spaces, places and economies._**
- **Play a crucial role in supporting and uplifting the IT Service Desk**:

- **Ongoing full-time opportunity**:

- **Orange and Parramatta locations considered**:

- **Salary relative to experience and ranges from $93,295.00 - $102,941.00 + super**

**What’s in it for me?**

Join our team for a **fantastic culture** with dynamic collaboration and **genuine long-term career support**. We offer **flexibility in work arrangements**, diverse and fulfilling assignments, and prioritize **work/life balance **and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to **fostering a diverse and inclusive workplace** where everyone feels welcome, respected, and empowered to succeed.

**The role**

As the **Technology Service Desk Knowledge Officer,** you will support the knowledge team in promoting a knowledge-centred service methodology and embed it in the incident management process. You will collaborate with internal stakeholders to lead the coordination and maintenance of knowledge management processes and be responsible for implementing improvements, monitoring effectiveness, and ensuring the quality of knowledge assets and systems.

In this role, it is your job to oversee the lifecycle of knowledge assets, facilitate knowledge-sharing and deliver training to the Technology Service Desk. You will stay current on trends in support tickets to enhance the adoption of self-service tools,

manage multiple support activities within tight timeframes and ensure the knowledge databases are updated and aligned with high volumes of diverse data to enable the team to achieve success.

**Compulsory Training requirements**

For more information read the full Role Description**:Technology Service Desk Knowledge Officer**

**What you will bring to the role**
- Excellent communication skills, both verbal and written, to effectively convey ideas, collaborate with team members and create knowledge articles
- Experience with or understanding of the Knowledge Centred Service Methodology
- Proven training and coaching qualities, including the ability to motivate and inspire others to achieve shared goals, including adherence to the knowledge centred service process
- High level administrative skills, with the ability to prioritise tasks and competing demands, and experience or an interest in working within a technology environment

**About us**

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities.

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

**Join us

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