Service Officer (Service Desk) - Talent Pool

TALENT POOL ONLYClerk Grade: 3/4 Salary Range:$84,659 - $92,701 plus superannuation and leave loadingEmployment Type: Talent Pool. Successful candidates will be placed in Talent Pool for 18 months for future opportunitiesLocation: Parramatta CBD/Orange NSW with access to hybrid work arrangementsApplication Closing: Monday, 15th September 2025 [9:59am]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 Service 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. Please answer the following question directly as part of your cover letter. Application not answering the question will not be considered.

• Tell us about a time when your team or organisation underwent a significant change (e.g., new systems, processes, or client onboarding). How did you adapt, and what did you do to maintain service quality during the transition?

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment. Salary Grade 3/4, with the base salary for this role starting at $84,659 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon via Michael.Yoon@customerservice.nsw.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday, 15th September 2025 [9:59am]Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Michael.Yoon@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process