Customer Support Officer

at The Department of Customer Service
Location Sydney, Australia
Date Posted May 13, 2020
Category Customer Service
Job Type Full-time
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Customer Support Officer The Department of Customer Service location Sydney.

About the role the Department of Customer Service (DCS) is a service provider, regulator and central agency of government. ICT is being transformed from an outsourced vendor to a best of breed sourcing model with Service Desk and governance services brought in-house. The program is establishing the team that will be responsible for managing services for DCS and other NSW agencies. The role reports to the Senior Service Desk Lead and has responsibility for delivering superior ICT services for customers.

The Customer Support Officer role will provide level 1 incident and request fulfillment for end user technology and support services to a diverse customer base. Be responsible for adhering to SLA’s for all assigned tickets, ensuring robust triage and escalation to other service providers or problem management 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 knowledgebase.

To be successful in this role you will demonstrate previous experience operating in an ICT customer support role, with experience in end user computing, Windows 10, Office 365 and Active Directory. A passion for customer service with strong trouble shooting skills and the ability to assess and evaluate customer needs by listening and asking questions.

Ability to assist customers by explaining complex concepts in an easy to understand way. Can-do attitude with a strong work ethic and the ability to work both independently and as part of a team. ServiceNow experience (desirable). ITIL certification or experience (highly desirable).

Our customers require extended operating hours; therefore, you will be required to work hours including afternoon and evening work from Monday to Saturday, weekend shifts and also work on public holidays.