Support Officer, Service Centre - Talent Pool Opportunity

JOB.TITLE Clerk Grade: 3/4 Salary Range: $84,659 - $92,701 plus superannuation and leave loading Employment Type: Full-Time, Ongoing or Temporary opportunities over the next 18 months. Location: Orange or Parramatta - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies. A talent pool will be created for this role across our Parramatta and Orange locations for future opportunities. About Us Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW. About the team Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services. We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments. Key Responsibilities The S upport 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. 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 the 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. About You The successful candidate must demonstrate strong capabilities in: Processing transactional task such as updating records, checking details or submitting requests . Experience in HR/Payroll or Finance is beneficial but not essential. 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. What we need from you An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills. Please note that assessments will be conducted for this role. This involves submitting your application for review, an online technical and logic assessment; if you are successful in this stage, completion of online video interview questions; then a final virtual panel interview if you are chosen to proceed to the final round. Pre-employment checks will be conducted if/when we are looking to activate you from the talent pool when an opportunity becomes available. A talent pool will be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements