Service Desk Analyst

3 weeks ago

Parramatta, Australia NSW Department of Communities and Justice Full time

Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 59951**Service Desk Analyst**

**Temporary 6 month position**

**Location: Parramatta**

**Salary Clerk Grade 3/4, Salary ($75,992 - $83,221 p.a.) plus employer’s contribution to superannuation and annual leave loading**

**Your role**

Working as part of the wider Corporate Services Division, our ‘People’ branch supports our organisation in all aspects of Human Resources. The Digital Learning and Systems Team in Organisational Development & Learning is looking to recruit, for a 6 month period, an ICT System Administrator.

**What you’ll do**

The ICT System Administrator will work to provide a high level of customer service for learners across DCJ. You will work to deliver service level agreement that ensures prompt responses for all enquiries relating to DCJ’s new Learning Management System, Thrive. You will also be responsible for:

- Providing accurate responses and advice to DCJ employees to ensure as many enquiries are
- resolved without the need for escalation.
- Providing support to users and solve non-complex problems to minimise system down-time and loss of productivity.
- Adhering to relevant policies, procedures and processes to ensure information and advice provided to clients is current and accurate.
- Clarifying client questions/complaints including the nature of the enquiry, problem or issue to ensure accurate advice is provided to the client and complex matters are escalated appropriately.
- Identifying gaps in the Thrive knowledge base and issues that may impact on service delivery to inform the design and implementation of service improvement initiatives.
- Following processes and schedules relevant to timelines, tasks and Service Level Agreements to ensure continuity of service delivery and best user experience
- Working effectively with team members towards mutual continued development and to establish a consistent, customer focused service delivery approach.
- Working closely with senior team members to seek advice on complex matters and escalate issues where appropriate.

**What we’re looking for**
- Established experience in a Service Desk or Customer Service role
- Commitment to quality customer service
- Time management skills
- Experience helping others understand their obligations to comply with legislation, rules, policies, guidelines, and codes of conduct.

Download the role description.

**We do work that really matters**

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you ready to join us?**

Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

**Applications close **30 April 2023 at 11:59pm AEST.

**Got a question?**

**Inclusion and Diversity lies at the heart of how we recruit**

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit our careers site.

**Other Information**

A Talent Pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

Due to the Covid-19 Pandemic some interviews and assessments may be performed using alternative methods. For more information visit Our Process.

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