Service Desk Officer

3 weeks ago


Newcastle, Australia NSW Government -TAFE NSW Full time

**Service Desk Officer**
**TAFE Worker Level 5**
- 8 x Full-time ongoing positions available with negotiable location
- Training opportunities to maintain and upskill your knowledge
- Deliver crucial support across Australia’s leading VET provider community
- 35 hour working week with flex time
- Competitive salary package and access to multiple benefits

TAFE NSW is dedicated to meeting the evolving needs of the NSW economy and workforce, offering world class training and education that delivers the skills needed for the jobs of today and tomorrow. Grow your career in a dynamic and collaborative environment, where you can innovate, create value and proudly play a meaningful role in delivering quality training to the people of NSW.

**THE OPPORTUNITY**

The Service Desk Officer is responsible for utilising prior service desk knowledge and experience to deliver a combination of virtual, on site and/ or field support assistance and support to geographically dispersed staff, students and key stakeholders. The position will deliver a tiered response for System Groups field support and service desk in order to listen to, diagnose and resolve a range of intermittent to complex client requests.

Location is negotiable from one of over 150 TAFE NSW locations across the State.

**ABOUT YOU**
We are looking for 8 x full-time permanent Service Desk Officers to deliver a wide-ranging combination of virtual and Phone System Groups support and assistance to geographically dispersed staff, students and key stakeholders.

You are a service-oriented service desk officer who has experience delivering both virtual and on-site support across a multitude of issues varying across all support levels. You place your customers at the centre of all decision making and strive to provide timely and effective support by accurately detecting issues and successfully resolving them. You champion documentation to update records and create user documents for processes to elevate service resolution procedures.
You champion communication and collaboration between teams and have a customer-centric approach. You have great communication skills over the phone to resolve IT issues and can translate IT speak to help customers who don’t have IT expertise.

Crucially, you are someone who shares the TAFE NSW Values of Integrity, Collaboration, Excellence and Customer First.

For further information regarding the role please review the Position Description and Information Package.

**HOW TO APPLY**
- Attach an updated resume (Max 3 pages) and a cover letter (Max 2 pages) outlining your interest and suitability for the role

**Applications close: Wednesday 15 March 2023 at 11:59PM**

**OUR COMMITMENT TO DIVERSITY & INCLUSION**

Please Note: This is a child-related position. A Working with Children Check is a prerequisite for anyone in child
- related work. It involves a national criminal history check and review of findings of workplace misconduct.

For ongoing positions in the NSW Public Sector, you need to be an Australian Citizen or Permanent Resident.
For most Temporary jobs, you need a visa that gives you permission to work in Australia.
An eligibility list may be created for this position, and position(s) of the same classification that subsequently become vacant may be filled using this eligibility list.

**Key Application Responses**:
**Targeted Question 2**: As a Service Desk Officer, you will be required to support both staff and students. Detail a time when you supported a customer remotely who had a complex IT issue. How did you ensure you provided an optimal customer experience? **(Max 500 words)



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