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Eoi - Service Officer (Service Desk) - 3/4

4 weeks ago

Parramatta, Australia NSW Department of Communities and Justice Full time

Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 58645**Expression of Interest**

**Service Officer (Service Desk)**

**Shared Services & Customer Experience**

**Temporary Employment Opportunity**

**(Expressions of interest are being sought from NSW Public Sector employees (ongoing and temporary staff) who would like to be considered for the above temporary employment opportunity.)**
- Temporary Full-Time up to 12 months
- Location: Parramatta
- Clerk Grade 3/4, Salary ($75,992 pa - $ 83,211pa), plus employer’s contribution to superannuation and annual leave loading

**This is an exciting opportunity to be part of and influence the future of human services contracting in DCJ.**

**About the role**

**What you’ll do**

You will be part of a great team assisting DCJ employees and/or external stakeholders with payroll and/or finance matters. The SSCX Service Desk currently follows a hybrid model of, work from our office in Parramatta combined with working from home where you will be expected to:

- Provide service support and advice in response to inquiries, and requests about shared services products and services by clarifying issues, resolving inquiries and requests in line with SPAs and standards.
- Promote, support, and assist clients in the self-service function.
- Follow procedures, processes and log incidents and requests using existing customer management tools, including ServiceNOW.
- Create a positive customer experience using your knowledge base and researching to resolve or escalating unresolved complex issues in line with SPAs.
- Contribute to the continuous improvement of processes and knowledge base.

**About you**

Someone who is a capable and dedicated professional looking to join a fast-paced environment and has experience in providing first level assistance over the phone and refer more complex enquiries to the appropriate team. You will bring:

- Experience in a transactional or support function within HR/Payroll and/or Finance function/s.
- Experience providing customer centric service support to clients in a medium to large client services environment.
- Customer service skills with an empathic approach to complex requests.
- Excellent communication skills, both written and verbal
- Ability to establish and maintain effective relationships with internal and external stakeholders
- Ability to work independently and manage your own work. Including working both independently and within a team environment

**_Does this sound like you?_**

**How to apply**:
To be considered for this role please provide a covering letter no more than 2 pages) and your resume (including the contact details of your referees) outlining your capabilities, skills and expertise relevant to the role. Employees may be contacted to assess suitability.

**Other information**
- This opportunity is only available to ongoing and temporary NSW Public Sector employees. Contractors are not eligible to apply
- Employees may be contacted to participate in an assessment process to determine suitability
- This is a temporary role only and employment is for a period up to up twelve (12) months.

**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.

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