Ict Customer Support Officer

**Customer Support Officer**

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

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

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.

Our Level One Service Desk offers an amazing opportunity to work in Corporate and Government IT, and a truly rewarding career. We take pride in our people building a fulfilling career.
- This recruitment will be used to fill current vacancies and to create a talent pool for Customer Support Officer positions on the ICT Service Desk that arise over the next 18 months._

Understand more about the Department of Customer Service.

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

- **Demonstrated experience and technical skills in an ICT support role**:

- A true passion for providing first class customer service
- Experience in end user computing, Exchange, Windows 10, Office365 and Active Directory
- Can-do attitude with a driven work ethic and the ability to work both independently and as part of a team.
- 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

**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 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 for a total of 35 hours a week over five days. This may include early morning, afternoon, or evening work from Monday to Sunday including public holidays, and cover on-call as required. 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

**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 and innovative team, we would love to hear from you

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.
- Please note that Department of Customer Service utilises generic Role Descriptions, which promotes mobility within the NSW public sector by allowing employees to transfer between similar roles more easily. This job advertisement describes the more specific responsibilities of the role, for which we are currently recruiting._