We are looking to hire a hardworking Service desk analyst to join our incredible team at NSW Department of Communities and Justice in Parramatta 2150, NSW.
Growing your career as a Full Time Service desk analyst is a fantastic opportunity to develop excellent skills.
If you are strong in critical thinking, problem-solving and have the right initiative for the job, then apply for the position of Service desk analyst at NSW Department of Communities and Justice today!

Division: Corporate Services

Location: Parramatta, NSW, AU, 2150

Req ID: 59194

- Ongoing full-time position
- Location: Parramatta with the ability to work from home
- Opportunities for learning and development and Internal career progression
- Salary Clerk Grade 3/4, Salary ($75,992 - $83,221 p.a.) plus employer’s contribution to superannuation and annual leave loading

Your role

In this role you will be responsible for providing Tier 1 Information Technology support in an active 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.

You will be part of an experienced team who support learning and development and internal career progression.

What you’ll do

You will work as part of a highly engaged team responsible for answering telephone calls and live chats to guide customers through troubleshooting steps, to diagnose and resolve technical issues with computer applications or hardware faults. You will also be responsible for:

- 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.

What we’re looking for

- 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
- Experience helping others understand their obligations to comply with legislation, rules, policies, guidelines, and codes of conduct.

Download the role description.

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!

Applications close Sunday, 12 March 2023 at 11:59pm AEST.

Got a question?

If you’ve got a question about applying or require an adjustment in the recruitment process, please contact Stephanie August on View email address on jobs.institutedata.com

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Michael Pratt at View email address on jobs.institutedata.com

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 our careers site.

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.

Due to the Covid-19 Pandemic some interviews and assessments may be performed using alternative methods. For more information visit Our Process.

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

Benefits of working as a Service desk analyst in Parramatta 2150, NSW:

● Company offers great benefits
● Advancement opportunities
● Advantageous package

● Work from home prospect

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