ICT Customer Service Agent

NSW Department of Planning, Housing and Infrastructure; Orange City Council; Hybrid; AUD 87,000 - 95,000; Full time

Job summary

NSW Department of Planning, Housing and Infrastructure is seeking an ICT Customer Service Agent to be the first point of contact for technology support. You will join a friendly service desk team and guide customers through solutions, connecting them with the right experts to resolve issues.

The role includes a comprehensive 6-week training program at the Orange office, with flexible work arrangements allowing up to 2 days from home.

Qualifications

• Strong communication and customer service skills.
• Ability to explain information clearly and simply.
• Calm, professional approach under competing priorities.

Responsibilities

• Serve as the first point of contact for customers needing technology support.
• Guide customers through solutions and connect them with the right team.
• Contribute to timely, accurate and positive customer interactions.

Skills

Excellent communication

Customer service mindset

Problem solving

Calm under pressure

Job description

Shape your world with work that matters

• Be part of a team that helps people stay connected and productive every day
• Work in a supportive, collaborative environment where learning and growth are encouraged
• Permanent full-time opportunities
• Office location based in Orange with flexible working supported
• Salary relative to experience, and ranges from $87,199 to $95,482 + super
  

Join our team and shape your world in a workplace that empowers you to do your best work and build a meaningful career. In this role, you will contribute to shaping lives and communities across NSW, while shaping your own career. You will enjoy flexible work options, varied and impactful projects, and a vibrant, diverse team culture built on collaboration, inclusion and support. We are creating a workplace where everyone belongs and where you can balance work, life and wellbeing.

The role

As an ICT Customer Service Agent, you'll be one of the first people our customers turn to when they need technology support. Whether you're helping solve an issue, guiding someone through a solution or connecting them with the right team, your work will make a real difference to people's day-to-day experience.

You'll be part of a friendly and collaborative service desk team that works together to provide timely support, share knowledge and continuously improve how we help our customers. Every interaction is an opportunity to build confidence, solve problems and create positive experiences.

For more information about this position, read the full Role Description: ICT Customer Service Agent

What you will bring to the role

• A genuine passion for helping people and creating positive customer experiences
• Strong communication skills and the ability to explain information clearly and simply
• Sound judgement when resolving issues, prioritising work and making decisions
• A calm and professional approach when working with competing priorities or difficult situations
• Curiosity and problem-solving skills, with the ability to investigate issues and identify practical solutions
• Confidence using technology and learning new systems and tools
• A collaborative mindset and willingness to share knowledge with others
• Commitment to continuous learning, improvement and delivering quality outcomes
  

Setting You Up for Success

We’ll set you up for success from day one with a comprehensive, fully supported 6-week training program, delivered Monday to Friday at our Orange office. This hands-on learning experience is designed to give you the skills, knowledge and confidence to thrive in your new role.

Once probation has been successfully completed, flexible working arrangement will be discussed, with the opportunity to work up to 2 days from home and 3 days in the office each week, subject to manager approval and business needs. This approach provides the benefits of collaboration and connection in the workplace, balanced with the flexibility to support your work‑life commitments.

About Us

At the Department of Planning, Housing and Infrastructure (DPHI), you could shape your world while helping us shape the future of NSW. Together, we create vibrant communities, places and precincts, and manage land, assets and property.

(We are a high-performing organisation that proudly reflects the communities we serve. Our diversity strengthens our cultural capability and enables us to make a meaningful difference in the lives of people across NSW. As an inclusive and accessible workplace, we value your contribution, lived experience and cultural knowledge, and we want you to feel supported, connected and empowered to succeed. With flexible work arrangements, job share options, workplace adjustments and various employee affinity groups, we are here to help you thrive every day.

Join us

Applications close: 11:55pm Tuesday 29 September 2026

Should you require further information about the role please contact Shahni Zegzula (Technology Team Leader) at [e-mail].

A talent pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via [e-mail] or [phone] - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment. This role is subject to standard pre-employment checks, including a criminal record check.