Drives Help Desk Officer

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

Job summary

Transport for NSW is seeking a Drives Help Desk Officer for a temporary fixed-term full-time assignment in Newcastle, NSW. The role focuses on frontline customer support for DRIVES enquiries, access, and day-to-day operational issues to ensure high service standards.

You will provide timely resolutions, maintain accurate records, and collaborate with the DRIVES team to support daily service delivery. The position is on-site, and the term runs until March 2027.

Responsibilities

• Provide frontline support to DRIVES users across a range of internal and external customers.
• Respond to customer enquiries and assist with DRIVES, account and access-related requests.
• Follow established procedures and knowledge resources to provide accurate and consistent advice.
• Investigate and resolve straightforward enquiries, escalating more complex matters to Senior Officers or the appropriate support area.
• Maintain clear and accurate records of customer interactions and actions taken.

Job description

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Drives Help Desk Officer (Temporary Fixed Term Full Time Opportunity until March 2027)

Organisation/Entity: Transport For NSW

Job category: Projects

Job location: Newcastle, NSW, AU, 2302

Job reference number: 112168

Employment type: Fixed Term Full-Time

Salary range: $102613.0-$109183.0

You see the big picture, you've always worked on a grand scale, and now you're ready to re-focus on grand impact.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

Provide customer-focused support for DRIVES enquiries, user access, and day-to-day operational issues, applying strong problem-solving skills to deliver timely resolutions, maintain high service standards, and contribute to the effective operation of the DRIVES Help Desk.

You will:

• Provide frontline support to DRIVES users across a range of internal and external customers.
• Respond to customer enquiries and assist with common DRIVES, account and access-related requests.
• Follow established procedures and knowledge resources to provide accurate and consistent advice.
• Investigate and resolve straightforward enquiries, escalating more complex matters to Senior Officers or the appropriate support area.
• Maintain clear and accurate records of customer interactions and actions taken.
• Work collaboratively within the DRIVES Help Desk to support day-to-day service delivery.

• You have strong customer service and communication skills, enabling you to build positive relationships and deliver excellent support to customers and stakeholders.
• You are confident working in fast-paced service environments and can effectively engage with customers while managing competing priorities.
• You quickly learn new systems, processes, and procedures, with a strong attention to detail and commitment to data accuracy, privacy, and record keeping.
• You proactively seek clarification, escalating more complex matters to Senior Officers or the appropriate support area.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Our workforce is as diverse as the community we serve. If you'd like further information on our inclusion and diversity initiatives, visit Transport careers .

This is an in-person, on-site role.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Transport acknowledges the Aboriginal people of the country on which we work, their traditions, culture and a shared history and identity. We also pay our respects to Elders past and present and recognise the continued connection to country.