Service Desk Analyst

at  NSW Department of Communities and Justice

YOUR ROLE

In this role you will be responsible for providing Tier 1 Information Technology support in an active service desk environment to assist callers in addressing, resolving or redirecting technical enquiries relevant to the services delivered by the Information and Digital Services (IDS) IT Service Desk.
You will be part of an experienced team who support learning and development and internal career progression.

WHAT YOU’LL DO

You will work as part of a highly engaged team responsible for answering telephone calls and live chats to guide customers through troubleshooting steps, to diagnose and resolve technical issues with computer applications or hardware faults. You will also be responsible for:

• Providing advice to DCJ employees to ensure as many enquiries are resolved without the need for escalation to Tier 2 IT support teams.
• Data entry of information and actions taken in real time for every customer interaction in a web based ITSM application and making triage decisions on categorisation, prioritisation, and allocation of work to the correct Tier 2 IT support team to ensure the most efficient issue resolution.
• Administrative processing of work items to provision access to IT systems, submission of warranty claims and logistics of service calls.
• Adhering to relevant policies, procedures, and processes to ensure information and advice provided to clients is current and accurate.
• Answering, clarifying, and responding to client questions/complaints and status follow up calls, including the nature of the enquiry, problem, or issue to ensure accurate advice is provided to the client and complex matters are escalated appropriately.
• Identifying gaps in the Service Desk knowledge base and issues that may impact on service delivery.
• Following processes and schedules relevant to work rosters, timelines, task rotations and breaks to ensure continuity of service delivery.
• Working closely with a range of internal/external stakeholders and other subject matter experts to seek advice on complex matters and escalate issues where appropriate.

THANK YOU FOR YOUR INTEREST IN THIS ROLE. WE LOOK FORWARD TO RECEIVING YOUR APPLICATION.

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