Customer-Focused Help Desk Officer – Fixed-Term

Transport for NSW; Newcastle; On-site; AUD 103,000 - 109,000; Full time

Job summary

Transport for NSW invites applications for a Drives Help Desk Officer based in Newcastle, NSW, on-site. This temporary fixed-term, full-time role supports DRIVES enquiries, user access and day-to-day operations, delivering timely resolutions and maintaining high service standards.

You will work with a team to provide frontline support, follow established procedures, and escalate more complex matters as needed. Excellent communication and data-accuracy focus are essential.

Qualifications

• Strong customer service and communication skills.
• Ability to work in a fast-paced service environment.
• Attention to detail and data accuracy; privacy and records handling.

Responsibilities

• Provide frontline support to DRIVES users and handle enquiries, access and routine issues.
• Follow procedures and knowledge resources to give accurate advice.
• Investigate and resolve straightforward enquiries and escalate complex cases.
• Maintain clear records of interactions and actions; support day-to-day service delivery.

Skills

Customer service

Communication

Problem solving

Attention to detail

Data accuracy

Stakeholder engagement

Job description

Transport for NSW invites applications for a Drives Help Desk Officer based in Newcastle, NSW, on-site. This temporary fixed-term, full-time role supports DRIVES enquiries, user access and day-to-day operations, delivering timely resolutions and maintaining high service standards.

You will work with a team to provide frontline support, follow established procedures, and escalate more complex matters as needed. Excellent communication and data-accuracy focus are essential.