Customer Support Officer

Customer Support Officer Clerk Grade 3/4 - $84,659 - $92,701 plus super Ongoing Opportunity – 35 hours per week, full time Gosford – Office-based role What’s the Job? 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. Our Customer Service Officers are a dedicated team of customer service of customer service specialists with solid technical ICT knowledge providing first-level support via phone to our internal NSW Government customers across extended operating hours (6:30am – 10pm), via our help desk. Our Level One Service Desk offers an amazing opportunity to work in Government Shared Services ICT, and a truly rewarding career. The role is fast-paced and customer-focused, allowing those with strong ICT Service Desk experience and a passion for helping others, to flourish. This recruitment will be used to fill a current vacancy and may be used to create a talent pool for Customer Support Officer positions on the ICT Service Desk that arise over the next 18 months within our Gosford, Haymarket and Parramatta Offices. A little bit about you: To be successful in this role you must meet the following requirements: Demonstrated experience and technical skills in an ICT helpdesk / service desk support role for a minimum period of 2 years. Intermediate customer service experience with a passion for providing the kind of service which improves a customer’s day Experience in end user computing, Exchange, Windows 10/11, Office 365 and Active Directory Can-do attitude with a driven work ethic and the ability to work both independently and as part of a team. Be a confident and talented communicator who can explain complex concepts in an easy-to-understand way. Intermediate communication skills, with confidence to use correct Australian Grammar in written communication, and the ability to communicate fluently in English with customers over the phone (as this is a phone-based role) Keen attention to detail with a methodical approach to troubleshooting Availability to work across our operating hours – including on call and rotating shifts The below requirements are highly regarded, though not mandatory for you to succeed in the role: ServiceNow ITSM experience AWS Connect Telephony platform experience ITIL certification or knowledge of the framework What will your day involve? Provide level 1 incident and request fulfillment for end user technology and support services to a diverse customer base through different support channels such as phone, live chat, and portal tickets (Please note there is no face-to-face customer support in this role and the role is primarily phone based as a helpdesk role, expect at least 90% of your shift to be on the phone). Be responsible for adhering to Service Level Agreements for all assigned tickets, ensuring robust triage and escalation to other service providers where required. Escalate major incidents as well as any underlying technical or business process issues to the Service Desk Coordinator. Assist customers to improve their IT knowledge and support them to effectively identify and resolve common problems. Contribute to the ongoing improvement of the knowledge base As our customers require extended operating hours, all IT service desk roles are offered under non-continuous shift conditions in a contact centre environment. Our operating hours are: Monday – Friday 6.30am – 10pm Saturday – Sunday Public Holidays 7.00am – 10pm Therefore you must be available to work across the entirety of our operating hours, on a rotating basis – consisting of 5, 7-hour shifts within each week for a total of 35 hours per week worked. You must also be available for on-call shifts in addition to the 35 hours worked per week, occurring across our operating hours. You will be required to attend the Gosford base office to undertake your shifts. Please ensure you are able to travel to the office to attend your shifts as this is not a remote role and so work must be conducted via your nominated base office. How to apply If this role sounds like you please hit the apply now button and include a current resume (max 5 pages) and cover letter (max 2 pages) outlining how your skills and experience adhere to the role requirements.