WIXLIB

Role DescriptionService Desk OfficerClusterTransportAgencyTransport for NSWDivision/Branch/UnitCustomer Strategy and Technology/Customer Payment Services /Technology OperationsRole numberVariousClassification/Grade/BandTransport Grade 5ANZSCO Code232413PCAT Code1111463Date of ApprovalOctober 2020Agency Websitewww.transport.nsw.gov.auAgency overviewAt Transport, we’re passionate about making NSW a better place to live, work and visit. Our vision is to giveeveryone the freedom to choose how and when they get around, no matter where they live. Right now, we’redelivering a 57.5bn 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 alsocommitted to creating a diverse, inclusive and flexible workforce, which reflects the community and thecustomers we serve.Our organisation – Transport for NSW – is comprised of numerous integrated divisions that focus on achievingcommunity outcomes for the greater good and on putting our customers at the centre and our people at theheart of everything we do.Primary purpose of the roleThe Service Desk Officer will be responsible for providing 1st line technology support for internal and externalcustomers. This will include receiving incident and service requests, logging these into service managementsystems and triaging and resolve incidents and service requests as required. The role will also be required toprovide 2nd line support to internal customers.Key accountabilities Monitor the status of service management records ensuring they are aligned with set KPI's and SLA's.Receive and process incoming incidents and service requests;Triage and resolve incidents and service requests as required;Review trends in incidents and service requests and propose improvements to services and processesbased on the data.Provide 2nd line support to internal and external customers as required;Escalate issues to internal and external resolve groups as required1

Coordinate activities across multiple parties to ensure the timely resolution of service requests andincidents.Key challenges Working to deliver in a complex technology environment with multiple service providers.Negotiating timely resolution of incidents and service request and coordinating activities across variousstakeholders.Key relationshipsWhoWhyInternalManagerTechnology Operations TeamBranches - Technology Services Escalate issues, keep informed, advise and receive instructions Provide regular updates on key projects, issues and priorities Provide guidance and professional support, exchange information and Determine work priorities and oversee progress to facilitate their ongoingprofessional development Collaborate to continually improve knowledge, build capability, andimprove consistency and service quality Provide an escalation point for issues or complex decision making Work within a matrix management structure where support services areembedded within program office delivery teams Engage with relevant stakeholders/customers to open channels ofcommunication, provide expert advice, gather, and exchange relevantinformation Resolve and provide solutions to issuesExternalExternal Stakeholders and VendorsRole dimensionsDecision makingThe role operates with autonomy in determining day to day work priorities within the context of an agreed workplan and in making associated decisions. Decisions on complex issues or those with political ramifications arereferred to a higher level of authority.Reporting lineThe role accounts and reports the relevant reporting line manager.Direct reportsThe role has no direct reportsBudget/ExpenditureAs per the approved TfNSW Financial DelegationsKey knowledge and experienceRole Description- Service Desk Officer2

Demonstrated ability to review trends and propose improvements based on the data, including theability to report on service management records and performance reports, negotiate resolution andclosure of incidents and service requests.Demonstrated experience working within a complex technology environment with multiple serviceproviders, including coordinating activities across various stakeholders.Qualifications in Information Technology Infrastructure Library preferredEssential requirements Appropriate tertiary qualifications or demonstrated, relevant, equivalent professional experience.As part of delivering services to our customers there is a need to be available to support operations ona 24/7 basis. This role may require you to work outside of normal business hours, participate in on callrosters and to work onsite.A valid driving license and construction industry white card are a requirement for this role.The role requires security and criminal clearance prior to appointment.Capabilities for the roleThe NSW public sector capability framework describes the capabilities (knowledge, skills and abilities) neededto perform a role. There are four main groups of capabilities: personal attributes, relationships, results andbusiness enablers, with a fifth people management group of capabilities for roles with managerialresponsibilities. These groups, combined with capabilities drawn from occupation-specific capability sets whererelevant, work together to provide an understanding of the capabilities needed for the role.The capabilities are separated into focus capabilities and complementary capabilities.Focus capabilitiesFocus 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 andthe indicators describing the types of behaviours expected at each level.FOCUS CAPABILITIESCapabilitygroup/setsCapability nameBehavioural indicatorsManage Self Show drive and motivation, anability to self-reflect and acommitment to learning Commit to Customer Service Provide customer-focused Role Description- Service Desk OfficerKeep up to date with relevant contemporaryknowledge and practicesLook for and take advantage of opportunities tolearn new skills and develop strengthsShow commitment to achieving challenginggoalsExamine and reflect on own performanceSeek and respond positively to constructivefeedback and guidanceDemonstrate and maintain a high level ofpersonal motivationTake responsibility for delivering high-qualitycustomer-focused servicesDesign processes and policies based on the3LevelAdeptAdept

services in line with public sectorand organisational objectives Influence and NegotiateGain consensus andcommitment from others, andresolve issues and conflicts Plan and PrioritisePlan to achieve priorityoutcomes and respond flexiblyto changing circumstances customer’s point of view and needsUnderstand and measure what is important tocustomersUse data and information to monitor and improvecustomer service deliveryFind opportunities to cooperate with internal andexternal stakeholders to improve outcomes forcustomersMaintain relationships with key customers inarea of expertiseConnect and collaborate with relevant customerswithin the communityIntermediateNegotiate from an informed and credible positionLead and facilitate productive discussions withstaff and stakeholdersEncourage others to talk, share and debateideas to achieve a consensusRecognise diverse perspectives and the need forcompromise in negotiating mutually agreedoutcomesInfluence others with a fair and consideredapproach and sound argumentsShow sensitivity and understanding in resolvingconflicts and differencesManage challenging relationships with internaland external stakeholdersAnticipate and minimise conflictUnderstand the team and unit objectives andIntermediatealign operational activities accordinglyInitiate and develop team goals and plans, anduse feedback to inform future planningRespond proactively to changing circumstancesand adjust plans and schedules when necessaryConsider the implications of immediate andlonger-term organisational issues and how thesemight affect the achievement of team and unitgoalsAccommodate and respond with initiative tochanging priorities and operating environmentsIntermediateThink and Solve ProblemsThink, analyse and consider the broader context to developpractical solutions Role Description- Service Desk OfficerResearch and apply critical-thinking techniquesin analysing information, identifyinterrelationships and make recommendationsbased on relevant evidenceAnticipate, identify and address issues andpotential problems that may have an impact onorganisational objectives and the userexperienceApply creative-thinking techniques to generate4

Technology Understand and use availabletechnologies to maximiseefficiencies and effectiveness new ideas and options to address issues andimprove the user experienceSeek contributions and ideas from people withdiverse backgrounds and experienceParticipate in and contribute to team or unitinitiatives to resolve common issues or barriersto effectivenessIdentify and share business processimprovements to enhance effectivenessChampion the use of innovative technologies in Intermediatethe workplaceActively manage risk to ensure compliance withcyber security and acceptable use of technologypoliciesKeep up to date with emerging technologies andtechnology trends to understand how theirapplication can support business outcomesSeek advice from appropriate subject-matterexperts on using technologies to achievebusiness strategies and outcomesActively manage risk of breaches to appropriaterecords, information and knowledgemanagement systems, protocols and policiesComplementary capabilitiesComplementary capabilities are also identified from the Capability Framework and relevant occupation-specificcapability sets. They are important to identifying performance required for the role and developmentopportunities.Note: capabilities listed as ‘not essential’ for this role are not relevant for recruitment purposes however may berelevant for future career development.COMPLEMENTARY CAPABILITIESCapabilitygroup/setsCapability nameDescriptionDisplay Resilience and Courage Be open and honest, prepared to express yourviews, and willing to accept and commit to changeAct with IntegrityBe ethical and professional, and uphold and promotethe public sector valuesValue Diversity and InclusionDemonstrate inclusive behaviour and show respectfor diverse backgrounds, experiences andperspectivesCommunicate EffectivelyCommunicate clearly, actively listen to others, andrespond with understanding and respectWork CollaborativelyCollaborate with others and value their contributionDeliver ResultsRole Description- Service Desk OfficerAchieve results through the efficient use of resourcesand a commitment to quality IntermediateIntermediate

Demonstrate AccountabilityFinanceProcurement and ContractManagementProject ManagementRole Description- Service Desk OfficerBe proactive and responsible for own actions, andadhere to legislation, policy and guidelinesUnderstand and apply financial processes to achievevalue for money and minimise financial riskUnderstand and apply procurement processes toensure effective purchasing and contractperformanceUnderstand and apply effective planning,coordination and control tional

The Service Desk Officer will be responsible for providing 1 st line technology support for internal and external . Display Resilience and Courage Be open and honest, prepared to express your views, and willing to accept and commit to change Intermediate Act with Integrity Be ethical and professional, and uphold and promote .