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Department for Infrastructure and Transport Job reference: 587934
Location: 5000 - ADELAIDE
Job status: Ongoing
Eligibility: Open to Everyone
At the Department forInfrastructure and Transport, we are connecting South Australia tokeep our State moving. We are responsible for delivering amulti-billion-dollar pipeline of transformative transport andsocial infrastructure projects, operating and maintaining thousandsof kilometres of roads and managing our city's publictransport network.
Our work encompasses every part of our State; from our cities toour regions, connecting and strengthening community. We valuediversity and inclusion and foster an environment of collaboration,flexibility, and support for our people.
We are seeking to recruitmultiple Service Request Officers to join our Service Delivery Teamwithin Information Services and who provide integral services inthe information and communication technology space.
TheOpportunity
Our Service Delivery Team hasresponsibility for day-to-day support of the Department'sstate-wide ICT environment, including Service Management, Supplierand Contract Services, and Support Services.
Our Service Request Officers contribute to the effectiveprovision of services through the creation, tracking andcoordination of requests for services submitted by customers orthrough the Information Services Directorate. This includesprocessing requests to access, use and procure IT services andequipment, providing assistance and advice to customers to enablethem to easily and efficiently access the services theyrequire.
The role operates as partof the Information Services Service Desk, receiving calls and othercontacts from customers, as well as maintaining up to date onlineinformation to enable customers to self-service where practical.The role maintains end to end ownership of requests, liaising withvendors to fulfil the requests and tracking these through tocompletion. This includes checking that all goods or services havebeen received by the customer, managing any exceptions and ensuringthat all required records are maintained in line with policies andprocedures.
This role is required to work on a roster basis, ensuring thatcustomers have access to assistance during our core workinghours.
To be successful in therole, candidates will demonstrate:
Excellentcommunication and engagement skills, with the ability to conveyinformation clearly and concisely with a diverse range ofcustomers. Experience andenthusiasm in providing a responsive and helpful service forour customers. Problem-solving skillsand the ability to handle challenging situations withprofessionalism and empathy. Ability to workcollaboratively as part of one team, sharing information andideas. Ability to multi-taskand engage positively when servicing customers across thevarious channels: inbound and outbound calls, face-to-face andin writing. Great time managementskills and ability to manage high volumes of work, withaccuracy and attention to detail. Requirements
Formal qualifications are not required for this role.However, demonstrated high level of experience in an ICTenvironment, working across a large and varied portfolio ofapplications and hardware is essential.
Special Conditions
The successful candidate will be required to provide a NationalPolice Check prior to employment with the Department.
Some out of hours and weekend work, along with someintra/interstate travel requiring overnight stays, may berequired.
Remuneration
ASO3 - $66,590 to $70,968 per annum
Enquiries
Anne del Nido
Manager, IS Service Delivery
Telephone: 0423 022 030
Email: ******
Application Instructions
Applications can be submitted online by clicking the 'Apply'button.
Applicants are required to submit acurriculum vitae and a cover letter of no more than two pagesdemonstrating their suitability, skills and experience for the roleand addressing the key selection criteria within the rolestatement.
OurCommitment
The Department forInfrastructure and Transport is an Equal Opportunity Employer andis committed to building a diverse and inclusive culture across thedepartment, planning for and promoting diversity and culturallysafe workplace. We welcome and encourage applications from diversecommunity groups and ages including Aboriginal and Torres StraitIslander, LGBTIQA+, people with disabilities and other diversitygroups. The Department recognises the benefits that such anapproach brings for our staff and customers in delivering thefuture of South Australia.
As a WE'REEQUAL organisation we are committed to treating everyone equally,proudly promoting our Department, and all its spaces as safe placesfor everybody.
Role Statement - Service Request Officer(ASO3)
Applications close: 21/04/2024 9:00 PM
Flexibility Statement
The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.
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