Service Desk Coordinator

1 month ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**Service Desk Coordinator, Ongoing opporuntity, Sydney and Parramatta office locations + flexible/hybrid working options available**

The Department of Customer Service (DCS) is a service provider, regulator and central agency of government. ICT is being transformed from an outsourced vendor to a best of breed sourcing model with Service Desk and governance services brought in-house. The program is establishing the team that will be responsible for managing services for DCS and other NSW agencies. The role reports to the Manager Service Desk and has responsibility for incident coordination, reporting and analysis, and process improvement.
- Ongoing opportunity with flexible working options available
- Locations in Sydney CBD and Parramatta
- Grade 7/8 salary: $101,947 - $112,849 plus super

**The Service Desk Coordinator role will**:

- Support the major incident team when a major incident is identified, providing coordination of service desk updates across service providers
- Identify potential problems and/or increasing trend of repetitive incidents
- Promote the use of standardised service desk procedures, tools and knowledge articles
- Proactively develop knowledge articles to reduce avoidable contact by customers, and to improve first call resolution by the service desk
- Review service desk processes to ensure they are performed to a high quality and that they meet associated SLA’s and OLA’s.
- Publish service desk reports for internal stakeholders and business customers.

***To be successful in this role you will demonstrate**:

- Advanced end user technology and support service knowledge with a minimum 3 years of ICT service desk experience
- ServiceNow experience (highly desirable)
- A good understanding of desktop support, identity management, Windows Server and Exchange, and a basic knowledge of technical infrastructure from desktop to firewall
- Highly developed analytical skills, experience of BI and data warehouse tools to design and develop reports, analytics and dashboards
- Good communication skills both written and oral
- Ability to build productive relationships and create impetus for service improvement.

**Our customers require extended operating hours; therefore, you will be required to work hours including afternoon and evening work from Monday to Friday, weekend shifts and also work on public holidays.**

**What we need from you**

Salary Grade 7/8, with the base salary for this role starting at $101947 base plus superannuation

**Closing Date: Wednesday 19th July 10am**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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