Customer Support Analyst

**Customer Support Analyst, Ongoing and Temporary positions available, Sydney CBD, Parramatta and Gosford locations**

The Department of Customer Service is looking for a Level 2 Service Desk - Customer Support Analyst to join our evolving team. This is your opportunity to work with a fantastic supportive team and embrace the ultimate work/ life balance. We take great pride in our people and want you to thrive - however that may look to you

This role is an exciting opportunity to work with the broader Customer Engagement team who focus on business automation and the customer experience uplift for 16k + customers. ICT is being transformed from an outsourced vendor to a best of breed sourcing model with Service Desk and governance services brought in-house. The program is establishing the team that will be responsible for managing services for Department of Customer Service (DCS) and other NSW agencies. The role reports to the Senior Service Desk Lead and has responsibility for incident coordination, request fulfilment, reporting and analysis, process improvement to improvement the customer’s end to end experience and improve the day-to-day activities of Service Desk agents.

**Benefits**
- Join an established and progressive IT Service Desk team.
- Competitive salary range: $89,707 - $98,982 + super, commensurate with experience.
- Temporary and Ongoing positions available
- State of the art offices in Sydney CBD, Parramatta and Gosford. We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you.
- Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised.

**About Us**

DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.?

**Your responsibilities will include**
- Provide level 2 incident and request fulfillment for end user technology and support services to a diverse customer base.
- Be responsible for supporting overflow of incidents and requests from level 1 in peak periods, adhering to SLAs for all assigned tickets, ensuring robust triage and escalation to other service providers or problem management.
- Escalate underlying technical or business process issues to Product Managers where collaboration is required.
- Provide coaching to level 1 service desk team members to minimise escalations.
- Work with service providers to resolve complex issues and support requests for our customer base.
- Identify gaps in knowledge/processes and proactively uplift knowledge base.

**About you**
- Passionate about providing first class customer service.
- Can-do attitude with a strong work ethic and the ability to work both independently and as part of a team.
- Thorough knowledge of software, hardware, networks, and operating systems.
- Customer focus - we strive to deliver a service that is responsive, timely and high quality to meet our customer’s needs.
- Talented communicator who can explain complex concepts in an easy-to-understand way.
- Attention to detail with a methodical approach to troubleshooting.
- ServiceNow experience (desirable).
- ITIL certification or experience (highly desirable).

**Our customers require extended operating hours, so you will be required to work hours including afternoon and evening work from Monday to Friday, with the potential to work weekend shifts and work on public holidays.**

If you want to be part of this forward thinking, innovative team that thrive in challenging the status quo, we would love to hear from you

**What we need from you**

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.

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

**Closing Date: Monday 15th May 10am**

**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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