Service Product Support Officer

Division: Corporate Services- Location: Parramatta, NSW, AU, 2150- Req ID: 69789**Service Product Support Officer**
- Location Parramatta CBD with access to hybrid work arrangements
- Full time ongoing opportunity (35 hours per week)
- Salary from $93,295 to $ pa. + super and annual leave loading
- Diverse and inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

**Your role**

Are you passionate about supporting youth justice initiatives? We’re seeking a knowledgeable and dedicated Service Product Support Officer to enhance our ICT support for users in our Youth Justice Division.

You will be responsible for providing broad-ranging support to users utilising a range of media (including the infrastructure environment and software) to troubleshoot and resolve issues and service requests of moderate complexity across the organisation’s ICT environment.

**What you’ll do**
- The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring activity, and keeping clients appraised of progress towards service restorationThink, analyse, and consider the broader context to develop practical solutions
- Understand and use available technologies to maximise efficiencies and effectiveness
- Ensure user access rights and privileges are appropriately assigned, adhering to organisational policies and standards.
- Create and maintain support documentation to aid in service restoration and reduce the impact of outages.

**What we’re looking for**
- Proven experience in providing Tier 2 support, with a strong ability to troubleshoot and resolve issues effectively.
- Strong documentation skills to maintain accurate records and support materials.
- Excellent communication and collaboration skills to work effectively with diverse teams and stakeholders.
- Understanding of the NSW Judicial System relating to reducing Young Offenders anti-social behaviours and the responsibility of Youth Justice to uphold this.
- A current Working With Childrens Check (WWCC)

Download the role description.

**What We Offer**

We offer a variety of benefits, including:

- A challenging and rewarding career
- Flexible, autonomous work environment
- Competitive pay and conditions
- Training and development opportunities to build and maintain capabilities
- Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

**We do work that really matters**

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you ready to join us?**

Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

**Applications close **Tuesday 1st October 2024 at 11:59pm AEST.

**Got a question?**

Visit Recruitment adjustments on the DCJ website to learn more.

**Inclusion and Diversity lies at the heart of how we recruit**

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

**Other Information**

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.