It Service Support Officer

• Ongoing full-time vacancy. 35 hours per week.
• Location: Sydney CBD. Flexible and hybrid working options available.
• Clerk Grade: 5/6. Base salary $93,295 to $102,941 plus super and annual leave loading.

About us

At NSW Trustee & Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year. 

Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds. 

About the team

The Information and Technology division drives digital innovation and the way we interact with our customers through the development of digital products, IT support, cyber security, and information management services. 

About the role

This role will ensure that support is given to internal customers, through a range of tools, to troubleshoot and resolve issues of moderate complexity across the organisational ICT environment, complying with service management policies and procedures. This role will be responsible for the delivery of tactical solutions to improve the IT experience across NSW Trustee and Guardian. 

This is an exciting opportunity that will see you: 

• Work with a dynamic and flexible fast paced team
• Provide quality IT support to internal customers and deliver excellent customer service aligned to NSW Trustee & Guardian's Customer Excellence Principles
• Use appropriate tools and methods to address internal customer support queries and return users ICT systems and networks to optimum efficiency in a timely manner
• Develop, review and maintain support documentation
• Identify recurring issues and work with the team to suggest system enhancements and bug fixes.
• Provide onsite and remote support to our regional branches 

For more information about the position, view the role description. 

About you

You’ve got a demonstrated track record in IT service delivery through collaborative working, teamwork, executing excellence with a customer centric mindset and strong problem solving skills. 

Ideally, you have experience providing IT support in a similar sized organisation, and have specific experience supporting Win10 and Office365.  

Sound like you? We would love to hear from you! 

Essential requirements  

• Appropriate tertiary qualifications in an IT related discipline and/or demonstrated, relevant, equivalent professional experience.
• Knowledge and experience of the ITIL framework 

What we offer

NSW Trustee & Guardian offers interesting, challenging and rewarding work that has real purpose.
Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities
• access to Fitness Passport and employee assistance program, and annual flu vaccinations 

Be part of something bigger. For more information about joining us, visit the Careers page on our website. 

How to apply

To apply for this role:

• complete the online application
• submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability

Read: writing your job application for tips with the application process. 

Closing date

Applications close 11:59pm, 21 April 2024. 

For enquiries about the role, please contact Saarah Rusmaully, Platforms and Support Team Lead by email ***************@tag.nsw.gov.au. 

For enquiries about the recruitment process, please contact Lisa Smith, Talent Advisor on **********@tag.nsw.gov.au. 

Please do not send your applications directly via email or LinkedIn. Only applications submitted via the online portal will be accepted.  

Please note:

• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18-months.
• If you'd like to request an adjustment in the recruitment process, pleas contact People and Culture via email: ***************@tag.nsw.gov.au