SERVICE REQUEST OFFICER

At the Department for Infrastructure and Transport, we are connecting South Australia to keep our State moving. We are responsible for delivering a multi-billion-dollar pipeline of transformative transport and social infrastructure projects, operating and maintaining thousands of kilometres of roads and managing our city’s public transport network.

Our work encompasses every part of our State; from our cities to our regions, connecting and strengthening community. We value diversity and inclusion and foster an environment of collaboration, flexibility, and support for our staff.

The Opportunity
As part of the Service Delivery team within the Information Services Directorate, the Service Request Officer plays a key role in ensuring customers receive timely and effective ICT services and support. This includes managing and coordinating service requests, from access and usage to procurement of ICT equipment, while providing clear advice and assistance to help users access what they need efficiently.

Acting as an extension of the IS Service Desk, the role involves handling customer enquiries, supporting self-service options through online resources, and maintaining full ownership of each request. The officer works closely with internal teams and vendors to ensure all requests are fulfilled, deliveries confirmed, issues resolved, and records accurately maintained in accordance with policy.

About You
We are seeking a Service Request Officer to join the Service Delivery unit of the Information Services Directorate. Reporting to the Senior Support Services Officer, the Service Request Officer is responsible for:

• Undertaking a range of functions associated with the provision of a high level of service to customers, ensuring that their needs are met within agreed timeframes.
• Management of all ICT service requests raised and/or assigned to the role, through to completion to ensure customer satisfaction is maintained.
• Proven ability to communicate clearly and concisely (both verbally and written) with a wide range of people including the ability to listen to stakeholders, handle sensitive or difficult issues with tact and diplomacy and always maintain a high degree of confidentiality.
• Analysis of ICT service requests, identifying where process improvements can be implemented to enhance the end user experience and implementing enhancements to service workflows.
• Resolution of ICT service requests within agreed target levels.
• Contributing to a high standard of customer service for internal and external clients.

If this sounds like you and you are ready to take on this opportunity and contribute to the success of our agency, then we invite you to apply for this position.

Qualifications/Experience
ITIL or relevant experience.

Relevant tertiary certification is desirable.

Special Conditions
A National Police Check (NPC) is required prior to employment in the Department for Infrastructure and Transport which must be renewed every three years.

Some out of hours and weekend work, along with some intra/interstate travel requiring overnight stays, may be required.

Tenure of Vacancy
Temporary appointment up to 12 months. An extension or conversion to an ongoing role will be considered after this period.

Remuneration
ASO3 - $67,589 to $72,033 pa + superannuation.

Enquiries
Brad Jones
Team Leader, Support Services
Telephone: (08) 7133 1020
Email: [email protected]

Application Instructions
Applications can be submitted online by clicking the 'Apply' button.

Applicants are required to submit a CV and a cover letter of no more than 2 pages addressing the selection criteria in the attached Role Statement.

Our Commitment
The Department for Infrastructure and Transport is an Equal Opportunity Employer and is committed to building a diverse and inclusive culture across the department, planning for and promoting diversity and culturally safe workplace. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTQIA+, people with disabilities and other diversity groups. The Department recognises the benefits that such an approach brings for our staff and customers in delivering the future of South Australia.

As a WE’RE EQUAL organisation we are committed to treating everyone equally, proudly promoting our department, and all its spaces as safe places for everybody.

Role Statement - Service Request Officer (ASO3)

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.