ICT Customer Support Officer

Job details

Location: Parramatta
Salary: 40
Job Type: Contract
Reference: 108261
Posted: 8 months ago

Job description

ICT Customer Support Officer – Multiple roles – NSW Government 

  • Immediate start, initial 2 month contract with likely extension 
  • $35 - $40ph + super 
  • Full time, Monday to Friday (40 hours per week) 
  • Parramatta location/Hybrid (2 days per week required in the office) 

This large Government department is seeking multiple Customer Support Officers for their Digital Analytics & Insights Team to join their fast-paced customer service team.

The role primarily revolves around providing customer service and troubleshooting for users of a Government portal. The portal is used by over 128 councils in NSW as well as state agencies, developers, certifiers, applicants and internal staff. In addition to portal enquiries, Customer Support Officers may also assist in triaging general enquiries for the department, such as calls in relation to state significant developments or infrastructure. 
Responsibilities include: 

  • Handle customer enquiries via phone and email 
  • Provide site navigation and troubleshooting advice for both user and system errors 
  • Locate relevant information quickly and accurately from provided resources 
  • Triaging and escalating enquiries to other teams when required 
  • Execute data entry with attention to detail and accuracy 
  • Maintain efficiency standards and meet set KPIs


Candidates will need to demonstrate: 

  • Excellent communication, both written & verbal 
  • Exceptional customer service  
  • Extensive problem solving and analytical skills 
  • Willingness to help, assist and take ownership of problems where required 
  • Proactive attitude to team collaboration, support and documentation 
  • Ability to work independently with minimal supervision 
  • Ability providing high quality friendly customer service 
  • Ability to work well under pressure


Required skills/experience: 

  • Previous customer service experience or have worked in a customer focussed environment 
  • Microsoft Office Word, Excel, PowerPoint, Outlook, Teams/Skype 
  • Confident using technology and quick to learn new systems 
  • Great communicator 
  • Fast learner with strong problem solving skills
  • Collaborative team player
  • Positive attitude 
  • Process orientated


Desirable skills: 

  • Previous experience providing system and business support 
  • Knowledge and or experience of the NSW Planning system 
  • Knowledge of or experience using the NSW Planning Portal 
  • Customer Service Officer in a Government or Council environment 
  • Experience as a systems and business process trainer 
  • Be a qualified planner 
  • Interest in the planning system 
  • Previous council / agency / industry experience 


Next steps:

To apply for this position or for any questions, please email a copy of your resume to Brooke Dover at



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