Description:
Location : Newcastle, NSWWork Arrangements: Onsite
End Date - 30/06/2025
Classification - Grade 6
Job Description:
The IT Customer Support Officer provides face-to-face end-user support to Transport employees. They provide
advice and guidance and resolve issues up to a moderate level of complexity. They are the first point of IT
contact located in Transport buildings across NSW.
Job Duties and Responsibilities may include:
Key accountabilities
• Provide face-to-face support to clients including VIPs and answering ‘how-to’ questions
• Promote and guide clients on how to follow processes and provide technical support for IT issues
• Assist with technology issues and set-up in meeting rooms
• Identify and be alert to major incidents that may occur. Ensure these are raised through the standard
channels for analysis and resolution.
Key challenges
• Providing our clients with great service and resolving their issues quickly
• Building relationships with clients whilst being an advocate for adhering to processes
• Identifying processes that need to change to improve client services
• Negotiating timely resolution of incidents and service requests and coordinating activities across various
stakeholders.
Agency overview
At Transport, we’re passionate about making NSW a better place to live, work and visit. Our vision is to give
everyone the freedom to choose how and when they get around, no matter where they live. Right now, we’re
delivering a $51.2bn program – the largest Australia has ever seen – to keep people and goods moving,
connect communities and shape the future of our cities, centres and regions. At Transport, we’re also
committed to creating a diverse, inclusive and flexible workforce, which reflects the community and the
customers we serve.
Our organization – Transport for NSW – is comprised of nine integrated divisions that focus on achieving
community outcomes for the greater good and on putting our customers at the centre and our people at the
heart of everything we do.
The Corporate IT team provides and supports quality and secure technology solutions that enhance the
experience of our clients across the Transport cluster.
Requirements
Key Knowledge and Experience
technology and ability to learn
• Strong relationship skills and experience in collaborating across teams
• Ability to facilitate resolution of issues
• Ability to identify and solve problems
- 2 x Successful Reference checks
- Right to work in Australia
- Code of Conduct accepted
Focus capabilities
Focus capabilities are the capabilities considered the most important for effective performance of the role.
These capabilities will be assessed at recruitment.
The focus capabilities for this role are shown below with a brief explanation of what each capability covers and
the indicators describing the types of behaviours expected at each level.
Act with Integrity: Be ethical and professional, and uphold and promote the public sector values.
- Represent the organisation in an honest, ethical and professional way.
- Support a culture of integrity and professionalism.
- Understand and help others to recognise their obligations to comply with legislation, policies, guidelines and codes of conduct.
- Recognise and report misconduct and illegal and inappropriate behaviour.
- Report and manage apparent conflicts of interest and encourage others to do so.
Manage Self: Show drive and motivation, an ability to self-reflect and a commitment to learning.
- Keep up to date with relevant contemporary knowledge and practices.
- Look for and take advantage of opportunities to learn new skills and develop strengths.
- Show commitment to achieving challenging goals.
- Examine and reflect on own performance.
- Seek and respond positively to constructive feedback and guidance.
- Demonstrate and maintain a high level of personal motivation.
Communicate Effectively: Communicate clearly, actively listen to others, and respond with understanding and respect.
- Tailor communication to diverse audiences.
- Clearly explain complex concepts and arguments to individuals and groups.
- Create opportunities for others to be heard, listen attentively and encourage them to express their views.
Commit to Customer Service: Provide customer-focused services in line with public sector and organisational objectives.
- Take responsibility for delivering high-quality customer-focused services.
- Design processes and policies based on the customer’s point of view and needs.
- Understand and measure what is important to customers.
- Use data and information to monitor and improve customer service delivery.
- Find opportunities to cooperate with internal and external stakeholders to improve outcomes for customers.
Work Collaboratively: Collaborate with others and value their contribution.
- Build a supportive and cooperative team environment.
- Share information and learning across teams.
- Acknowledge outcomes that were achieved by effective collaboration.
- Engage other teams and units to share information and jointly solve issues and problems.
Think and Solve Problems: Think, analyse and consider the broader context to develop practical solutions.
- Research and apply critical-thinking techniques in analysing information, identify interrelationships and make recommendations based on relevant evidence.
- Anticipate, identify and address issues and potential problems that may have an impact on organisational objectives and the user experience.
- Apply creative-thinking techniques to generate new ideas and options to address issues and improve the user experience.
Technology: Understand and use available technologies to maximise efficiencies and effectiveness.
- Display familiarity and confidence when applying technology used in role.
- Comply with records, communication and document control policies.
- Comply with policies on the acceptable use of technology, including cyber security.