Job description
Agency Department of Corporate and Digital Development Work unit Digital Experience – Digital Solutions

Job title Senior Support Officer Designation Administrative Officer 5
Job type Full time Duration Fixed up to 6 months
Salary $93,674 - $98,332 Location Darwin
Position number 68260391 RTF 359820 Closing 05/11/2026
Contact officer Claire Duncan, Project Manager Operations at [email protected]
About the agency https://dcdd.nt.gov.au/
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=359820

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR
QUALIFICATIONS.
Information for applicants – inclusion and diversity
The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with disability by making
reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss this with the contact
officer. For more information about applying for this position and the merit process, go to the OCPE website.

Primary objective
Provide high-quality customer support, technical assistance and issue resolution services across the Territory Services Support Centre,
ensuring customer enquiries, incidents and service requests are managed effectively and in accordance with approved service standards.
Context statement
Digital Experience work with client agencies to deliver innovative solutions that improve the quality and efficiency of Government services
to provide and enhance customer experience for citizens and business transacting with Government. The work environment is dynamic,
quick-paced and results driven with high expectations of superior service delivery.
Key duties and responsibilities
1.



Provide professional and timely customer support across approved service channels, assisting customers with enquiries, incidents and

service requests relating to supported digital services.
2. Investigate and resolve customer enquiries and technical issues, exercising judgement and coordinating resolution activities with

specialist support teams where required.
3. Provide troubleshooting assistance for supported applications, online accounts, authentication services, digital services and digital

credentials.
4. Monitor and manage escalated matters, ensuring customers are kept informed and significant issues or risks are escalated through

approved channels.
5. Contribute to service quality and continuous improvement by identifying recurring issues, analysing customer feedback and

recommending improvements to processes, knowledge resources and customer support practices.
6. Share knowledge and provide informal guidance to service support staff to support capability development, consistent service delivery

and operational readiness activities.
7. Maintain compliance with privacy, information security, records management and other relevant policies, procedures and operational

requirements.
Selection criteria
Essential
1. Sound communication and interpersonal skills, including the ability to explain information clearly and provide support to a diverse

range of customers with differing needs and levels of digital capability.
2.



Demonstrated experience delivering professional and effective customer service within a service centre environment.
3. Proven ability to investigate, troubleshoot and resolve customer enquiries, technical issues and service requests.
4. Experience supporting digital services, mobile applications, online accounts or comparable technology-based services.
5. Demonstrated experience using ticket management systems and service management practices to record, triage, prioritise and monitor

customer enquiries, service requests and incidents, ensuring accurate record keeping, timely resolution, and adherence to service
standards.

6. Well-developed communication, customer engagement and problem-solving skills, including the ability to explain technical information
to non-technical audiences and manage challenging customer interactions professionally.

7. Demonstrated work ethic and attitude which emulates DCDD values of being professional, accountable, honest, respectful and
innovative.

Desirable
1. Knowledge or experience supporting digital services, mobile apps, online accounts, credential services, Government service delivery

and associated privacy and cyber security requirements.
2. Qualifications or formal training in information technology, business, administration, customer service, service desk operations or a

related discipline.
Further information
The successful applicant may be required to undergo a criminal history check. A criminal history will not exclude an applicant from this
position unless it is a relevant criminal history. When choosing to apply for this position, the applicant should consider the full requirements
of the position in aligning to their work experience and capabilities to this role. Please refer to the Capability Framework.

📌 Senior Support Officer (Darwin)
🏢 Department Of Corporate And Digital Development
📍 Darwin