Technical Support Officer

1 week ago

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

The NSW Personal Injury Commission (Commission) is looking for a Technical Support Officer to join our team on a permanent basis.
- Full time ongoing role based in Sydney CBD.
- Clerk grade 5/6; salary ranging from $93,295 - $102,941 base per annum plus super.

**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 thus having 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 desired.
- Ability to work with Vendors to ensure system availability issues resolved quickly.
- Manage set-up activities for Users to ensure timely onboarding and off-boarding.
- 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.

**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.
- A strong need is you have 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 have experience with the Service Management tool used by the Commission, JIRA, 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.

**What we need from you**:
A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.

Salary Grade 5/6, with the base salary for this role starting at $93295 base plus superannuation

**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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