Introduction
The ICT Customer Service Agent at the Department of Planning, Housing and Infrastructure helps staff solve technology problems and get back to their work. These permanent full-time opportunities are based in Orange, with a six-week training program delivered in the office. The role suits people who enjoy helping others, can explain a process clearly and are comfortable learning new systems.
This guide explains how to apply for ICT Customer Service Agent and choose evidence for the CV and cover letter. A useful example could involve diagnosing an unfamiliar problem, keeping a frustrated customer informed or recognising when an issue needed specialist support. Explain the steps you took and how you checked that the person could continue their work.
Plan around the attendance requirements before applying. Training runs Monday to Friday in Orange, and flexible arrangements are discussed after successful completion of probation. Up to two days working from home may then be available, subject to manager approval and business needs.
In this guide
ICT Customer Service Agent: role snapshot
| Detail | Role information |
|---|---|
| Role | ICT Customer Service Agent |
| Organisation | Department of Planning, Housing and Infrastructure |
| Location | Orange |
| Work type | Permanent full-time |
| Salary | $87,199 to $95,482 plus superannuation |
| Closing date | Tuesday 29 September 2026 at 11:55pm |
| Job ID | 600292 |
Application requirements
Prepare the documents and responses below so the panel can assess your experience within the required limits.
- CV
- Cover letter
No page limits are stated in the advertisement. A focused two-page cover letter is a practical starting point; follow any limits in the application form.
Essential role requirements
Applicants must be Australian or New Zealand citizens or permanent residents, or hold a valid Australian working visa for the duration of the appointment. Standard pre-employment checks include a criminal record check. You need to attend the six-week training program in Orange.
Candidate evidence to prepare
These practical evidence areas reflect the work and candidate expectations described for this vacancy. Select examples that show your own decisions and their effect on service quality.
| Evidence area | How to demonstrate it |
|---|---|
| Customer service and clear explanations | Describe how you listened to a user, checked your understanding and explained the next steps in language they could follow. |
| Judgement and calm prioritisation | Explain how you assessed urgency and impact while several people needed support, including when you escalated an issue. |
| Investigation and confidence with technology | Show how you tested possible causes, used available guidance and confirmed that a solution worked. |
| Teamwork and continuous learning | Give an example of learning a new system and sharing useful knowledge so colleagues could resolve similar enquiries. |
Example application structure
The cover letter should connect your service experience with the practical work of an ICT service desk. The advertisement gives no page limit, so aim for two focused pages unless the application form instructs otherwise. The outline below helps you choose evidence for the role.
| Cover letter section | What to include |
|---|---|
| Opening | Name the role and explain the customer service or technology support experience you would bring to the Orange team. |
| Helping a customer | Use a specific enquiry to show listening, clear explanations and a checked resolution. |
| Solving and prioritising issues | Describe your investigation, the impact of the issue and the judgement behind escalation or prioritisation. |
| Learning and teamwork | Show how you learned a tool, shared knowledge or improved a repeated service problem. |
| Closing | Confirm your interest and ability to meet the Orange training and work arrangements. |
What the panel will want to see in your examples
- The customer’s problem and its effect on their work.
- Your diagnostic steps and the information you used.
- How you explained progress and managed expectations.
- How you confirmed resolution or made a useful handover.
Before you submit
Check names, dates and limits, remove private customer information and make sure each example explains your contribution. Open the application form before the closing day and allow time for uploads. View the official job ad and check the role description before submitting.
For help organising your letter, use our NSW Government cover letter template. If you would like Team 3Thirty to prepare the written application using your experience, you can request application support.