Service Desk Officer, Level 2

Job Description

Select how often (in days) to receive an alert: Create Alert 12-month opportunity until February 2026 Temporary Full-Time Flexible/hybrid work options available About us Legal Aid NSW helps people with their legal problems. We can help people with most areas of criminal law, family law, and everyday civil law legal issues. We give legal advice, help at court, and do family dispute resolution. We can do this over the telephone or at one of our 28 offices. About the role Provide assistance, information, and support to customers to solve reported issues and process service requests in order to support client service delivery by Legal Aid NSW staff and external practitioners. Actions calls escalated by the Service Desk Officer 1st Level and resolves or liaises with 3rd level support providers as required. About you We are looking for a highly motivated, experienced individual to provide Legal Aid specific application support. You will have similar experience working in a Service Desk environment and have knowledge of service management software to log, specialized industry software, manage and prioritize your workload. This position is ideal for a friendly, bright personality with exemplary Service Desk experience and desktop skills. You have the motivation and drive to succeed, are professional, calm under pressure, resilient in the face of challenges, and someone who is happy, excited, and passionate about what they do and want the opportunity for further challenges. We may use this recruitment to create a talent pool for similar ongoing or temporary vacancies we have over the next 18 months. Why you should join Legal Aid NSW! We are committed to diversity and inclusion We are committed to creating a culturally safe and genuinely inclusive organisation and workplace for everyone who works and interacts with us. We strive to be a place where people from diverse backgrounds want to work, where voices and cultures are valued and where people feel valued, welcomed, respected, and heard. We want a workforce that reflects our clients, so we can deliver a service that meets the needs of the community. We welcome applications from people with diverse backgrounds — including Aboriginal and Torres Strait Islander people, people with disabilities, the LGBTQI+ community, culturally diverse people, and other diverse communities. We acknowledge, support, and accommodate the diverse access needs of people with visible and invisible disabilities. If you need an adjustment to participate in the recruitment process, or you’d like information about what we can do to help you, please contact our team at Other benefits of working with us You will have access to training, development, and mentoring opportunities. We are an accredited Flex Ready certified employer and are recognized as leaders in the area of flexible work. Most of our staff work flexibly — for example, from home some of the time or in a way that helps them balance family and work life. The essential requirements for this role You must: be willing to do a Criminal Record Check hold Australian or NZ citizenship, Australian Permanent Residency (for ongoing vacancies) or a valid visa to work in Australia (for temporary vacancies) How to apply You MUST submit your application online. Your application must include: your resume (no more than 5 pages) cover letter (no more than 2 pages). In your cover letter, please address the 2x target questions and outline how you meet the key accountabilities of the role. Targeted Questions Describe a time when you have been involved in developing and maintaining knowledge of business systems and processes that supported client service delivery? Provide an example when you had to solve multiple reported issues and process service requests, how were you able to balance competing demands to support customers in line with Service Level Agreements? Make sure your application is complete, and you have answered all questions before you submit it. Do you need help to apply? It’s important to properly prepare before you apply for a role. Here is some other information to help you: If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact the Aboriginal Services Branch to arrange a confidential conversation about any questions you may have. The focus capabilities and key accountabilities in the role description indicate what is expected at that level. Being familiar with these will help you understand what the panel will be looking for in the successful candidate. CLOSING DATE: Wednesday, 12 February 2025, 11.59pm #J-18808-Ljbffr