Support Officer

Agency Department of Corporate and Digital Development Work unit Digital Experience – Digital Solutions

Job title Support Officer Designation Administrative Officer 4

Job type Full time Duration Fixed up to 6 months

Salary $79,664 - $90,824 Location Darwin

Position number 68260390 RTF 359817 Closing 05/11/2026

Contact officer Claire Duncan, Project Manager Operations at [email protected]

About the agency https://dcdd.nt.gov.au/

Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=359817

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY
QUALIFICATIONS.
Information for applicants – inclusion and diversity
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with

disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss

this with the contact officer. For more information about applying for this position and the merit process, go to the OCPE website.

Primary objective
Provide effective frontline customer support and administrative assistance for the Territory Services Support Centre by responding to

enquiries, processing service requests and assisting customers to access and use supported digital services.

Context statement
Digital Experience work with client agencies to deliver innovative solutions that improve the quality and efficiency of Government services

to provide and enhance customer experience for citizens and business transacting with Government. The work environment is dynamic,

fast-paced and results driven with high expectations of superior service delivery.

Key duties and responsibilities

1. Provide courteous, timely and accurate customer support through telephone, email and other approved service channels.

2. Respond to customer enquiries and assist customers to access and use supported digital services, online accounts and mobile apps.

3. Receive, record, triage and process customer enquiries, incidents and service requests in accordance with established procedures and

service level agreements.

4. Undertake basic troubleshooting using approved guidance and knowledge resources and escalate complex or unresolved matters

through appropriate channels.

5. Maintain complete and accurate customer, service request and operational records in relevant systems.

6. Work collaboratively with team members and relevant business areas to support service delivery and positive customer outcomes.

7. Comply with service standards and requirements relating to privacy, information security, records management and the appropriate

handling of customer information.

Selection criteria
Essential

1. Sound communication and interpersonal skills, including the ability to explain information clearly and provide support to diverse range

of customers with differing needs and levels of digital capability.

2. Demonstrated experience providing professional and effective customer service in a customer-facing or comparable service delivery

environment.

3. Experience receiving, processing and accurately recording customer enquiries, service requests or administrative transactions using

computer systems and business applications.

4. Demonstrated ability to undertake basic problem-solving, follow established procedures, manage competing priorities and escalate

matters appropriately.

5. Demonstrated ability to work effectively within a team while maintaining accuracy, professionalism, confidentiality and a strong

customer focus.

6. Demonstrated work ethic and attitude which emulates DCDD values of being professional, accountable, honest, respectful and

innovative.

Desirable

1. Knowledge or experience supporting digital services, mobile apps, online accounts, credential services, Government service delivery

and associated privacy and cyber security requirements.

2. Qualifications or formal training in information technology, business, administration, customer service, service desk operations or a

related discipline.

Further information
The successful applicant may be required to undergo a criminal history check. A criminal history will not exclude an applicant from this

position unless it is a relevant criminal history. When choosing to apply for this position, the applicant should consider the full requirements

of the position in aligning to their work experience and capabilities to this role. Please refer to the Capability Framework.