Technical Support Officer

The NSW Personal Injury Commission (Commission) is looking for a Technical Support Officer to join our team on a permanent basis. 

• Full time ongoing role based in Sydney CBD.
  
• Clerk grade 5/6; salary ranging from $93,295 - $102,941 base per annum plus super.
• Closing date, Wednesday 7th February 2024 @10am.

About Us

TheCommission resolves disputes between people injured in motor accidents andworkplaces in NSW, insurers and employers.

The Commission is an independent statutory tribunalwithin the New South Wales justice system, committed to providing a transparentand independent dispute resolution service.

Resolving disputes justly and efficiently in theshortest time frame is a priority for the Commission. We work with all parties(injured persons, insurers, and employers, where relevant) to discuss ways ofachieving this.

The Commission exercises functions in two divisions– the Motor Accidents Division and the Workers Compensation Division. You canread more about the PIC here.

As noted above, although the Commission is an independent Tribunal, the staffwho work in the Tribunal are employed by Department of Customer Service.

Understand more about DCS – here.

Primary purpose of therole

Provides broad-ranging Tier 1 support to users, using arange of tools to troubleshoot and resolve issues of moderate complexity acrossthe organisations’ ICT environment, complying with service management policiesand procedures.

Also resolving User functional needs in navigating the Disputeresolution system thus having strong functional knowledge.

Key accountabilities

• Use appropriate tools and methods to address user supportqueries and return user’s ICT systems and networks to optimum efficiency in atimely manner.
• Experience understanding the complex User base for the PersonalInjury Commission and their complex issues highly desired.
• Ability to work with Vendors to ensure system availabilityissues resolved quickly.
• Manage set-up activities for Users to ensure timelyonboarding and off-boarding.
• Apply appropriate tools and methods as defined in the ITILframework to address user queries for system issues and networks to ensureoptimum efficiency.
• Create and maintain support documentation to assist othersin restoring services and reduce the impact of unplanned outages.
• Keep up to date with new technologies and systems toassist users to resolve technical issues within service level agreements.
• Identify opportunities for service improvements inapplication support activities to drive efforts towards continuous serviceimprovement across the Organisation.

Tobe successful in this role:

• You will be an experienced Technical Support Officer with experience working with a diverse range of Users. You love working with people and have a passion for connecting technology to real business outcomes.
• An understanding of the key ITIL Framework needed to support the efficient processing of Incidents and Problems within the Platform Support function.
• A strong need is you have existing experience working within the Personal Injury Commission in a Platform User Support role.
• Previous experience with the Dispute Case Management systems operated by the Personal Injury Commission is desirable.
• You have experience with the Service Management tool used by the Commission, JIRA, is desirable.
• You will be a strong communicator and have the ability to foster effective working relationships with Users at all levels.
• You are self-motivated and committed to delivering quality outcomes.

If you have any further questions, please contactGeorge Bullock, Director Digital Transformation Directorate on **************@pi.nsw.gov.au

Forenquiries relating to recruitment please contact Sandy Anderson via**************@customerservice.nsw.gov.au

What we need from you:

To start your journey towards becoming our Technical Support Officer, please click on thelink below and attach your resume (max 5 pages) and cover letter (max 2 pages).

In your cover letter please share your motivation forapplying for this position and your relevant skills.

A talent pool may be created from this recruitment process tofill future ongoing and temporary opportunities. 

Salary Grade 5/6, with the base salary for this role startingat $93295 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment pleasecontact Sandy Anderson via **************@customerservice.nsw.gov.au.

Visit theCapability Application Tool to prepare for the recruitment process by accessingpractice application and interview questions based on the focus capabilitieslisted in the role description.

Working at Department of Customer Service

The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

You Belong Here

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve. 

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via **************@customerservice.nsw.gov.au or 02 9494 8***.

For more information, please visit

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Information on adjustments available for the recruitment process