• Job Description

  Req#: req42313

  Application Support Officer

  • Employment Type: Temporary 6 month

  • Location: Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required

  • Grade: Clerk Grade 5/6

  • Salary Range: Starting from $97,027 + Super

  Who we are

  The Department of Customer Service (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.

  Government Technology Platforms (GTP) forms part of Digital NSW and delivers core and common digital capabilities and infrastructure solutions including cross sector leadership across NSW Government underpinned by the Digital Government Strategy.

  The opportunity

  A new role has become available as an Application Support Officer in Government Technology Platforms, part of Digital NSW and the Department of Customer Service.

  The Support Officer is a point of contact for IT Service Management and is responsible for providing technical support to statewide government mission critical systems, including continual monitor of live systems and manage incident tickets related to service interruptions and access and service requests.

  This position requires to work in a 24/7 shift roster to provide after hour support coverage, facilitate diagnosis and troubleshoot IT issues with service providers and subject matter experts.

  Our aim is to be the state’s trusted partner to enable accessible and secure digital platforms and services for the citizens and businesses of NSW. https://www.digital.nsw.gov.au/delivery/government-technology-platforms .

  Day to day responsibilities:

  • Allocate, manage, and finalise all incidents and service requests reported to Service Desk via channels including phone, email and service desk portal.

  • Manage escalation of Level 1 and 2 tickets to IT subject matter experts, management and vendors as needed.

  • Report major events and incidents across the business and contribute to resolution when required.

  • Participate in a 24/7 shift roster.

  • Liaise with client agencies and external service provider to provide support and ensure customers have been proactively informed on the progress of incident resolution and service request in line with service level agreements.

  • Maintain support documents and knowledge articles with up-to-date information to support self-serve and other assignment groups to efficiently resolve issues.

  
  

  What you will bring to this role

  • Relevant qualifications or experiences working in a multi-disciplinary IT business

  • Relevant work experience in IT Service Desk environments is preferred

  • Experience in incident management and access management with SLAs

  • Familiar with general service desk management processes, procedures and policies

  • Willingness to particular in 24/7 on-call and work after hours and on weekends for production support activities Relevant experiences in IT application/network support is desirable

  • Knowledge of APIs is highly regarded

  • Ability to work under pressure with at times conflicting priorities

  • Excellent interpersonal and communication skills

  
  

  AI Statement

  The NSW Government is committed to ensuring the safe, ethical, and responsible deployment of AI across NSW. Please review the NSW Government Generative AI basic guidance here https://www.digital.nsw.gov.au/policy/artificial-intelligence/generative-ai-basic-guidance

  GTP embraces the use of AI to enhance productivity and creativity. In the Assignment to Role process, AI tools should used solely for drafting and planning purposes, final submitted applications need to be your own work and reflective of your personal experience.

  
  

  How to apply

  Please attach your updated resume and cover letter cover letter maximum 1 page) outlining how you meet the skills and experience of this role.

  Click Here to access the Role Description.

  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.

  
  

  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.

  
  

  Information on adjustments available for the recruitment process

  
  

  Salary Grade 5/6, with the base salary for this role starting at $97,027 base plus superannuation

  Click Here to access the Role Description . For enquiries relating to recruitment please contact Adam Baghdadi via Adam.Baghdadi@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: 2nd of June 11am

  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.
  

  For more information, please visit
  

  Information on some of the different types of disabilities

  Information on adjustments available for the recruitment process

  
  

• About the company

  The Government of New South Wales, also known as the NSW Government, is the Australian state democratic administrative authority of New South Wales.

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