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Job Information

Company:
NSW Department of Communities and Justice

Category:
Information Technology >
Customer Service

Job Type:
Temp / Contract

Location:
Parramatta & Western Suburbs
Sydney
Australia

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About us

 

The Department of Communities and Justice (DCJ) is the lead agency under the Stronger Communities Cluster. DCJ works to enable everyone's right to access justice andDra help for families through early intervention and inclusion, with benefits for the whole community. Stronger Communities is focussed on achieving safe, just, inclusive and resilient communities by providing services that are effective and responsive to community needs.  For the first time, the creation of DCJ and Stronger Communities provides an opportunity to focus on prevention and early intervention across both the social welfare and justice systems.

 

Information and Digital Services, within the Corporate Services division, provides secure and modern IT services to support and enable DCJ staff to achieve positive outcomes for stronger communities.

 

About the role

 

The Service Desk Analyst provides Tier 1 Information Technology support in a high volume service desk environment to assist callers in addressing, resolving or redirecting technical enquiries relevant to the services delivered by the Information and Digital Services (IDS) IT Service Desk.

 

The Service Desk Analyst’s responsibilities include, and are not limited to, the following:

  • Answering telephone calls and live chats to guide customers through troubleshooting steps, in order to diagnose and resolve technical issues with computer applications or hardware faults.
  • Providing advice to DCJ employees to ensure as many enquiries are resolved without the need for escalation to Tier 2 IT support teams.
  • Data entry of information and actions taken in real time for every customer interaction in a web based ITSM application and making triage decisions on categorisation, prioritisation and allocation of work to the correct Tier 2 IT support team to ensure the most efficient issue resolution.
  • Administrative processing of work items to provision access to IT systems, submission of warranty claims and logistics of service calls.
  • Adhering to relevant policies, procedures and processes to ensure information and advice provided to clients is current and accurate.
  • Answering, clarifying and responding to client questions/complaints and status follow up calls, including the nature of the enquiry, problem or issue to ensure accurate advice is provided to the client and complex matters are escalated appropriately.
  • Identifying gaps in the Service Desk knowledge base and issues that may impact on service delivery.
  • Following processes and schedules relevant to work rosters, timelines, task rotations and breaks to ensure continuity of service delivery.
  • Working closely with a range of internal/external stakeholders and other subject matter experts to seek advice on complex matters and escalate issues where appropriate.

 

Essential Requirements

 

  • Service Desk Analysts are required to work on a roster with a rotational shift start time through a standard hours working arrangement.
  • This role may require participation in an on-call and/or after hours work roster to ensure service continuity to clients or maintenance activities outside normal business hours.

 

About you

 

In addition to meeting the essential requirements, the successful candidate will demonstrate the following:

  • Established experience in a Service Desk or Customer Service role
  • Commitment to quality customer service
  • Time management skills
  • Applying practical skills in the use of relevant technology
  • Helping others understand their obligations to comply with legislation, rules, policies, guidelines and codes of conduct.

 

Click here to download the role description.

 

What we can offer you

 

  • 4 weeks annual leave per year of service
  • Generous salary packaging options and other fringe benefits
  • Opportunities for learning and development and Internal career progression

 

Applying for the role

 

To apply for this role you need to submit an application online via www.iworkfor.nsw.gov.au

 

Attach a resume (maximum 4 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.

  

Closing date: Monday, 20 September 2021 (11.59 PM)

 

For role enquiries please contact Vaughan Irwin at vaughan.irwin@justice.nsw.gov.au

 

If you experience technical difficulties when submitting your application, please contact Stephanie August at stephanie.august@justice.nsw.gov.au

 

IMPORTANT

 

To ensure recruitment at the Department of Communities and Justice continues without interruption during the COVID-19 pandemic, some interviews and assessments may be performed using alternative methods.

 

This may include video interviewing, telephone interviewing and online assessments. If you are successful following review of your application, you may need to perform assessments and/or interviews via online platforms using a PC, laptop or smart phone. By doing so, we will be adhering to the strict social distancing advice currently in place.

 

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.

 

If you require an adjustment within the recruitment process, please contact Stephanie August at stephanie.august@justice.nsw.gov.au and advise us of your preferred method of communication.

 

If you are looking for more information about workplace adjustments at DCJ, please visit our Careers site.

 

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

 

Thank you for your interest in this role. We look forward to receiving your application.

 

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