Newcastle, Australia | Posted on 17 / 02 / 2025The IT Customer Support Officer provides face-to-face end-user support to Transport employees.
They provide advice and guidance and resolve issues up to a moderate level of complexity.
They are the first point of IT contact located in Transport buildings across NSW.Job Duties and Responsibilities may include:Provide face-to-face support to clients including VIPs and answering 'how-to' questions.Promote and guide clients on how to follow processes and provide technical support for IT issues.Assist with technology issues and set-up in meeting rooms.Identify and be alert to major incidents that may occur.
Ensure these are raised through the standard channels for analysis and resolution.Provide clients with great service and resolve their issues quickly.Build relationships with clients whilst being an advocate for adhering to processes.Identify processes that need to change to improve client services.Negotiate timely resolution of incidents and service requests and coordinate activities across various stakeholders.Agency OverviewAt Transport, we're passionate about making NSW a better place to live, work and visit.
Our vision is to give everyone the freedom to choose how and when they get around, no matter where they live.
Right now, we're delivering a $51.2bn program – the largest Australia has ever seen – to keep people and goods moving, connect communities and shape the future of our cities, centres and regions.
At Transport, we're also committed to creating a diverse, inclusive and flexible workforce, which reflects the community and the customers we serve.Our organization – Transport for NSW – is comprised of nine integrated divisions that focus on achieving community outcomes for the greater good and on putting our customers at the centre and our people at the heart of everything we do.The Corporate IT team provides and supports quality and secure technology solutions that enhance the experience of our clients across the Transport cluster.RequirementsKey Knowledge and ExperienceExperience in a customer service role, either providing technology support or with a strong interest in technology and ability to learn.Strong relationship skills and experience in collaborating across teams.Ability to facilitate resolution of issues.Ability to identify and solve problems.Please provide the following requirements within your application:2 x Successful Reference checks.Right to work in Australia.Code of Conduct accepted.Focus CapabilitiesFocus capabilities are the capabilities considered the most important for effective performance of the role.
These capabilities will be assessed at recruitment.Act with Integrity: Be ethical and professional, and uphold and promote the public sector values.Manage Self: Show drive and motivation, an ability to self-reflect and a commitment to learning.Communicate Effectively: Communicate clearly, actively listen to others, and respond with understanding and respect.Commit to Customer Service: Provide customer-focused services in line with public sector and organisational objectives.Work Collaboratively: Collaborate with others and value their contribution.Think and Solve Problems: Think, analyse and consider the broader context to develop practical solutions.Technology: Understand and use available technologies to maximise efficiencies and effectiveness.#J-18808-Ljbffr