Service Officer Service Desk

2 weeks ago

Newcastle, New South Wales, Australia Edsico Management Full time

**About the Role**

DCJ is undergoing an SAP upgrade which will increase the volume of support requests coming into the Shared Services Service Desk.

You will be part of a great team assisting DCJ employees and/or external stakeholders with payroll and/or finance matters. The SSCX Service Desk currently operates from state-of-the-art offices located at 6 Parramatta Square. You will be expected to:

- Provide phone support and advice in SAP Finance/payroll.
- Promote, support, and assist clients in the self-service function.
- Follow procedures, processes and log incidents and requests using existing customer management tools, including ServiceNow.
- Create a positive customer experience using your knowledge base and researching to resolve or escalating unresolved complex issues in line with SPAs.
- Contribute to the continuous improvement of processes and knowledge base.

**Skills or knowledge required**:
Someone who is a capable and dedicated professional looking to join a fast-paced environment and has experience in providing first level assistance over the phone and refer more complex enquiries to the appropriate team. You will bring:

- Experience in a transactional or support function within HR/Payroll and/or Finance function/s.
- Prior phone support experience
- Experience providing customer centric service support to clients in a medium to large client services environment.
- Customer service skills with an empathic approach to complex requests.
- Excellent communication skills, both written and verbal
- Ability to establish and maintain effective relationships with internal and external stakeholders.
- Ability to work independently and manage your own work. Including working both independently and within a team environment

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