Service Support Officer

1 week ago

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

**Service Support Officer**
- Multiple Temporary full-time 12 month opportunities with possibility to extend or convert to ongoing
- Clerk Grade 5/6, Salary starting at $89,707 base + 10.5% superannuation
- Hybrid & Flexible working environment

The Service Support Officer is a point of contact for IT Service Management and is responsible for providing technical support to state wide government mission critical systems, including continual monitor of live systems and manage incident tickets related to service interruptions and take action on access and service requests.

**Key Accountabilities**- Report major events and incidents across the business, and contribute to resolution if required
- Participate in after hours on-call support in a 24/7 support roster
- Liaise with client agencies and external service provider to provide support and ensure customers have been proactively informed on the progress of incident resolution and service request in line with service level agreements
- Maintain support documents and knowledge articles with up-to-date information to support self-serve and other assignment groups to efficiently resolve issues

**Essential Requirements**:

- Relevant qualifications or experiences working in a multi-disciplinary IT business
- Relevant work experience in IT Service Desk environments is preferred
- Experience in incident management and access management with SLAs
- Familiar with general service desk management processes, procedures and policies
- Willingness to particular in 24/7 on-call and work after hours and on weekends for production support activities
- Knowledge of APIs is highly regarded
- Ability to work under pressure with at times conflicting priorities
- Excellent interpersonal and communication skills

**Why work for us?**

There are lots of reasons why a role with us is rewarding - working with us gives you:

- The opportunity for meaningful work that matters to all of us in NSW
- Hybrid working, compressed hours and generous leave conditions, so you can make time for what counts
- Much more than just a job, you can build a career here
- Unmatched opportunities for growth and development.

**Benefits of working for DCS**
- Accrued flexible leave
- Hybrid working options
- flexibility to work from home and office
- Potential to work anywhere in NSW
- Generous leave entitlements including up to 14 weeks parental leave
- Access to health and well-being programs including Fitness Passport
- Competitive pay and conditions.

Salary Grade 5/6, with the base salary for this role starting at $89707 base plus superannuation

**Closing Date: Friday. 24th March 2023 at 9:59am**

**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.

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