Service Desk Officer

1 month ago

Parramatta, Australia Uniting Full time

**Service Desk Officer**:

- Parramatta CBD | Full-time Permanent | Hybrid Working Model_

**About the Role**

This is a customer-centric role, with a strong focus on delivering exceptional service and first-line support across Payroll, Finance, HR, Procurement, and Fleet functions. Based in Parramatta CBD, this role offers a hybrid working model of 3 days in the office and 2 days from home after an initial settling-in period.

You will be a key point of contact for Uniting’s staff and external vendors, responding to enquiries and providing Tier 1 support across Uniting’s 1300 service lines. Working in a dynamic team, you will contribute to an efficient and positive service experience, triaging issues, and escalating to Tier 2 support as required.

**Key Responsibilities**
- Deliver exceptional customer service across multiple channels (face-to-face, phone, and digital).
- Proactively identify customer needs and respond to Payroll, Finance, HR, Procurement, and Fleet enquiries.
- Manage high volumes of calls for Uniting’s 1300 service lines, ensuring a timely, efficient, and professional response.
- Record customer information accurately within designated electronic systems and ensure confidentiality.
- Collaborate with internal teams, generating ideas to improve work practices and drive efficiencies.
- Provide timely action on ESH tickets, escalate issues as necessary, and maintain knowledge relevant to your role.
- Foster collaborative relationships with colleagues, internal customers, and external vendors.

**Skills and Experience**

To excel in this role, you will have:

- A background in Payroll, Finance, or HR, with experience solving Tier 1 queries.
- Strong interpersonal, communication, and problem-solving skills.
- Exceptional organisational and time management abilities to manage competing demands.
- Advanced computer literacy with experience in client/data management systems.
- Attention to detail and a proactive approach to work.
- Experience with systems such as Preceda, RosterOn, ServiceNow, Optima, and Worksmart Dynamics is highly regarded.

**Desirable**
- Experience with high-volume data entry in medium to large-scale Payroll, HR, or Finance environments, handling tight deadlines and complex processes.

This role is ideal for someone who is detail-oriented, can work independently, and thrives in a dynamic and supportive team.

To review the role responsibilities in greater detail please review the comprehensive Position Description by clicking on the link below

PD - Employee Service Desk Officer.docx

**What We Offer You**
- A rewarding career with a leading human services organisation.
- Up to $18,550 NFP salary packaging available.
- Access to our U rewards program with exclusive discounts.
- Flexible work hours for work-life balance.
- Access to Fitness Passport - Live your best life.
- A supportive and inclusive and collaborative work environment.
- Opportunities for professional growth.
- Purchase of additional leave.

**How to apply**: Send your CV and a brief cover letter highlighting why this role appeals to you - Applications reviewed upon receipt.
- When you’re part of Uniting NSW.ACT, you’re part of a diverse, purpose-led team of people who are really making a difference to the world around them._
- We contribute to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services and spiritual care. We provide care and support for people through all ages and stages of life, with a focus on people experiencing disadvantage and vulnerability. Our purpose is to inspire people, enliven communities and confront injustice._
- Uniting leaders and employees work together to create a culture that is safe, inclusive and person-centred. We bring this to life every day through our values: compassionate, respectful, imaginative and bold._
- Uniting acknowledges the continuing sovereignty and rich cultural diversity of Australia’s First Peoples. We pay our respects to all Elders - past, present, and emerging - and to all First Peoples on whose lands we live and work._
- Uniting is a Child Safe Organisation committed to promoting the safety, wellbeing and inclusion of children and young people._

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