Service Desk Officer - TALENT POOL

TAFE NSW Life-Changing Careers

$106,140 - $111,515 salary package - includes base salary ($93,514 - $98,249), plus employer's contribution to superannuation and annual leave loading

At TAFE NSW, we are dedicated to life-changing impact. That's why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow. Life-changing impact starts with an incredible team that sees their career as an opportunity to transform someone's world. Whether that's inspiring students, supporting each other, or helping our communities and industries flourish. We live by TAFE NSW values: Customer Focus, Integrity, Collaboration, and Excellence. They define who we are, how we work, and inspire our performance. We invest in our people At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work. We provide you with tools, ongoing training and professional development, health and wellbeing programs, and a 35-hour working week with a variety of flexible working options.

The Service Desk Officer is responsible for utilising prior service desk knowledge and experience to deliver a combination of virtual, on site and/ or field support assistance and support to geographically dispersed staff, students and key stakeholders. The position will deliver a tiered response for System Groups field support and service desk in order to listen to, diagnose and resolve a range of intermittent to complex client requests. We are seeking to create a Talent Pool, valid for 18 months, which may be used to fill future temporary and ongoing vacancies for this role.

You're a service-focused individual who thrives on helping others. Confident in providing technical assistance virtually and on site, you put customers at the heart of your work, responding promptly and effectively to their needs. You're skilled at identifying issues, resolving them efficiently, and documenting solutions to improve future service delivery. You're a strong communicator who values collaboration and teamwork. You know how to explain technical concepts in everyday language, making IT accessible to everyone. Your commitment to clear documentation and continuous improvement helps elevate the service experience for all. You may be required to travel occasionally to other campus locations within NSW as per business requirements. To find out more about the role, click to view the Role Description.

We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks. If you require an adjustment in the recruitment process, please contact our Talent Acquisition Advisor listed below.

Provide an example of a complex customer support issue you have managed. Outline how you used your technical knowledge, customer service skills, and collaboration with others to achieve a timely and effective resolution.

contact DJ Croft, Senior Service Desk Officer via email dj.croft@tafensw.edu.au

contact Talent Acquisition Advisor Shweta Yadav via email shweta.yadav@tafensw.edu.au   or phone 02 7921 2961 For support with preparing your application and understanding the recruitment process, visit our Application Process page, and explore the helpful resources available through I Work for NSW. This is a child-related position. Successful candidates must hold a valid NSW Working with Children Check (WWCC) prior to commencing. TAFE NSW will also conduct an Australian National Criminal Record Check on the preferred applicant as part of the pre‑employment process. To be eligible for a position at TAFE NSW, you must be an Australian citizen, a permanent resident of Australia, or a New Zealand citizen with a current New Zealand passport. A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies. Considering a move to Regional NSW? The Welcome Experience is a free service offering personalised support to help you settle in, connecting you with local communities, essential services, and lifestyle opportunities.