Customer Support Officer

**Customer Support Officer**

**Grade 3/4, Opportunities Galore Temporary/ Ongoing/ Full Time/ Part Time**

**What’s the Job?**
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Our Customer Service Officers are a dedicated team of customer service Extraordinaires with a technical IT flair.

You will have the opportunity to interact with people from across our business and can go to sleep every night knowing you have made a critical contribution to the people of NSW, and the employees within Department of Customer Service you are assisting.

Our Level One Customer Service Desk offers an amazing opportunity to dip your toe into the world of Corporate IT and Government, and a truly rewarding career. We will support you in your development and take pride in our people building a fulfilling career.

**A little bit about you**:
To be successful in this role you will have the following:

- A true passion for providing first class customer service.
- Demonstrated experience operating in an ICT Service Desk support role in a contact centre environment
- Can-do attitude with a driven work ethic and the ability to work both independently and as part of a team.
- Strong customer focus - we strive to deliver a service that is responsive, timely and high quality to meet our customer’s needs.
- Be a confident and talented communicator who can explain complex concepts in an easy-to-understand way.
- Keen attention to detail with a methodical approach to troubleshooting

The below requirements are highly regarded, though not mandatory for you to succeed in the role:

- ServiceNow experience
- ITIL certification or experience
- AWS Connect Telephony system experience

**What will your day involve?**
- Provide level 1 incident and request fulfillment for end user technology and support services to a diverse customer base through different support channels such as phone, live chat, and portal tickets (Please note there is no face-to-face customer support in this role)
- Be responsible for adhering to Service Level Agreements for all assigned tickets, ensuring robust triage and escalation to other service providers or problem management where required Escalate major incidents as well as any underlying technical or business process issues to the Service Desk Coordinator
- Assist customers to improve their IT knowledge and support them to effectively identify and resolve common problems
- Contribute to the ongoing improvement of the knowledge base

As our customers require extended operating hours, all IT Service desk roles are offered under non-continuous shift conditions in a Contact Centre environment. Our operating hours are:

- Monday - Friday 6.30am - 10pm
- Saturday - Sunday & Public Holidays 7.00am - 10pm

Therefore, you will be required to be available to be rostered to work 35 hours a week which may include afternoon or evening work from Monday to Sunday including public holidays, and cover on-call. Staff work to a rotating roster, published monthly.

**Benefits of working with DCS**:
DCS is a great place to work, and it’s not just us saying that

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.
- Annual full-time starting salary of $75,992 + super, plus access to salary packaging. Don’t forget 17.5% leave loading
- State of the art offices across NSW
- We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. This includes access to compressed working hours, working in a hybrid model or from home. We are all real people with real lives
- Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised.
- Access to exceptional health and wellbeing benefits (i.e., Fitness Passport and EAP)
- Incomparable leave benefits available

**A little bit 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.?

Visit our Careers site to find out what it means to work for us.

**Our Commitment to Diversity, Inclusion & Flexibility**

We are committed to diversity, inclusion, and new ways of working.

We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible.

**Okay, so what’s next?**

If you want to be part of this forward thinking, innovative team that thrive in challenging the