Company description:

Department of Communities and Justice

Job description:

Service Officer Service Desk

• 6-month temporary role with view to extend
• Parramatta CBD with access to hybrid work arrangements
• Salary from $82,193 to $90,001 + super and annual leave loading
• Diverse and inclusive organisation with generous leave entitlements including flex leave and access to Fitness Passport

Your role

Department of Communities and Justice is seeking Service Officers, Service Desk to deliver and support a team in providing excellent customer service and meet service delivery standards for our customers and stakeholders.

The Service Officer, Service Desk role provides Tier 1 support and advice to users across multiple locations and applications to support the delivery of high-quality shared services in accordance with Service Partnership Agreements (SPAs) to promote a customer centric approach and meet business priorities.

What you'll do

In this role, you will:

• Provide service support and advice in response to inquiries, and requests about shared services products and services by clarifying issues, resolving inquiries and requests in line with SPAs and standards.
• 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.
• Research and analyse information to make recommendations based on relevant evidence

Department of Communities and Justice Shared Services & Customer Experience unit is a diverse, positive, and collaborative team based in Parramatta at 6PSQ, working in a hybrid environment.

What we're looking for

In addition to meeting the essential requirements, the successful candidate must demonstrate strong capabilities in:

• Processing HR/Payroll and/or Finance transactions.
• Providing customer centric service support to clients in a medium to large client services environment.
• Dealing with demanding or difficult customers in a Service Desk setting.
• Maintaining current knowledge of procedures in multiple systems and learn new applications and processes as required.

Download the role description.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply - you do not need to meet every desired requirement for us to want to talk to you.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now' button.

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.

Apply now and join Australia's top public sector employer where we will support you and provide an exciting and flexible working environment!

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: Sunday, 23rd March at 11:59 pm AEST

Got a question?

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Danelle Tuaana on 02 9765 3289 or at: [email protected]

If you've got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Jodie McGlinn on 02 9765 3958 or via [email protected]

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.

Information regarding Talent Pools:

This talent pool will be used 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.

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