This is a Customer Support Analyst role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - mid level More about the Customer Support Analyst role at NSW Department of Customer Service The Department of Customer Service is looking for a Level 2 Service Desk - Customer Support Analyst to join our evolving team. This is your opportunity to work with a fantastic supportive team and embrace the ultimate work/ life balance. We take great pride in our people and want you to thrive - however that may look to you! Clerk Grade: 5/6 Salary Range: $99,938 - $110,271 base super Employment Type: Ongoing Location: Sydney, Parramatta or Gosford - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies. Application Closing: Monday, 9 Feb 2026 [9:59am] This role is an exciting opportunity to work with the broader Service Delivery team who focus on business automation and the customer experience uplift for over 20,000 customers. ICT has previously been transformed from an outsourced vendor to a best of breed sourcing model with Service Desk, End User Services and governance/ICT support services brought in-house. With the program now years into the journey, the Service Desk team is responsible for providing Level 1 and Level 2 remote services for the Department of Customer Service (DCS) and other NSW agencies. The role reports to the Level 2 Senior Service Desk Lead and has core responsibilities involving remote/phone support for incident resolution, request fulfilment, reporting and analysis, process improvement and automation, improve the customer's end to end experience and improve the day-to-day activities of Service Desk agents. Benefits Join an established and progressive IT Service Desk team. Competitive salary range: Grade 5/6 - $99,938 - $110,271 base super, commensurate with experience. Ongoing positions available. State of the art offices in Sydney CBD, Parramatta and Gosford. We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. Excellent career development and learning development opportunities. We know that our people perform at their best when they feel valued and recognised. About us DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation and regulatory reform to create better outcomes for the people of NSW. Your responsibilities will include Provide level 2 remote support consisting of incident resolution, request fulfillment for end user technology and support services to a diverse customer base. Act as subject matter expert for user account provisioning lifecycle processes and identify opportunities for service improvement. Administer collaboration tool support in Office 365 tenancy environments. Be responsible for supporting overflow of incidents and requests from level 1 in peak periods, adhering to SLAs for all assigned tickets, ensuring robust triage and escalation to other service providers or problem management. Escalate underlying technical or business process issues to Product Managers where collaboration is required. Provide coaching to level 1 service desk team members to minimise escalations. Work with service providers to resolve complex issues and support requests for our customer base.Identify gaps in knowledge/processes and proactively uplift the knowledge base. About you Passionate about providing first class customer service. You must have demonstrated Level 1 Service Desk experience for 2 years with the desire to move onto the next chapter in your career Intermediate-Advanced experience in end user computing support, user account provisioning/access management experience using Active Directory/Azure AD/SAP, printer administration support and O365 collaboration tools support. Level 2 Service Desk experience (desirable) Can-do attitude with a strong work ethic and the ability to work both independently and as part of a team. Acting as the SME for all things ICT within scope and driving complex situations towards a positive outcome. Thorough knowledge supporting various software applications, hardware, network configurations, O365, Windows 11 (MacOS desirable) Talented communicator who can explain complex concepts in an easy-to-understand way. Attention to detail with a methodical approach to troubleshooting. Strong technical written skills in developing process documentation, create/update technical knowledge. Service NSW Technology Support - Intermediate/Advanced knowledge and experience in supporting technologies in the Service NSW Service Centre/Contact Centre environment (desirable) ServiceNow experience (highly desirable). ITIL certification or experience (highly desirable). PowerShell experience (desirable) Customer focus - strive to deliver a service that is responsive, timely and high quality while working under pressure. Positive attitude with a proactive approach to supporting our customer's needs, meet SLAs/KPIs, supporting VIP customers, prioritise workload and handle urgent escalations. Our customers require extended operating hours, so you will be required to work hours including afternoon and evening work from Monday to Friday, with the potential to work weekend shifts and work on public holidays. As our customers work across extended hours, our service desk operates with extended hours, including late nights, weekends and public holidays. Whilst the Level 2 team primarily works between 8am and 5:30pm weekdays, you will need to be available to cover our full operating hours should it be required (6:30am - 10pm 7 days a week including public holidays). If you want to be part of this forward thinking, innovative team that thrive in challenging the status quo, we would love to hear from you! What we need from you To start your journey towards becoming our Customer Support Analyst, please click on the link provided, attach your resume (max 5 pages) and cover letter (max 1 page). In your cover letter please share your motivation for applying for this position and your relevant skills. A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities. Our Commitment to Diversity, Inclusion & Flexibility We are committed to diversity, inclusion, and new ways of working. The Department of Customer Service serves all the people of NSW and we want to reflect that diversity in our people. We welcome and encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement. We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible. If you do require an ability adjustment during the recruitment process, please notify us on your application form. Salary Grade 5/6, with the base salary for this role starting at $113,574 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon via michael.yoon@customerservice.nsw.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Monday, 9 Feb 2026 [9:59am] Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact michael.yoon@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Providing level 2 remote support Acting as subject matter expert Coaching level 1 service desk team members Key Strengths Customer service End user computing support Technical documentation ServiceNow ITIL certification ⚙️ PowerShell A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
