APS 4 Service Desk Officer

at  Department of Veterans Affairs

• Salary Range: $79,764 - $85,074 + Attractive Superannuation
• Contact Officer: Chan Chong U 02 9213 7892 ChanChong.U@dva.gov.au
  Open Arms is the gateway for veterans and their families to access services, including counselling, to improve their mental health and wellbeing. It promotes and provides mental health and wellbeing services toward improved outcomes and quality of life for veterans and their families. This is achieved through providing client centred, trauma informed, recovery oriented, needs driven and compassionate care, informed by the voice of the community.
  The Business Operations Branch provides administrative and business support to Open Arms counselling services and the division.
  This role is responsible for the day to day operations of the VVCS Electronic Records Application (VERA) System Support Helpdesk (the Helpdesk). The Helpdesk services all Open Arms staff and Outreach Provider Contractors in relation to all issues and queries about the VERA system.
  The Service Desk Officer reports directly to the Service Operations Manager (APS6) and is a critical role for Open Arms given the centrality of the system to almost all of Open Arms services. In addition, the role, and helpdesk team, provides support to the Service Operations Manager in regards to routine and adhoc data requests from Open Arms management and Executive.

DESIRABLE QUALIFICATIONS AND EXPERIENCE

• Experience in an ICT Service Desk type of environment
• Query writing (SQL preferred) and the ability to extract complex data sets from a client management system

• Assist with other systems outside of VERA (if required and as directed)
• Supervise the running of routine reports and quality assure report output
• Assist in the documenting of processes and procedures for routine and adhoc reports
• Identify and support the training needs of staff in the Helpdesk. Where appropriate, deliver the training
• Assist in escalated system tickets/issues, and escalate to technical and non-technical staff as required.
• Train users in VERA including via phone or face-to-face
• Create and update VERA manuals and Service Desk task cards when needed in collaboration with the team, including general overview, Outreach and billing processes, invoicing and all records management processes on the system
• Check billing invoices on VERA for system errors and data errors
• Identify and implement business improvements and system changes
• Create new worker profiles on VERA
• Provide access to staff and contractors for use of VERA
• Respond to password queries and process queries and assist VERA users with issues in the system
• Monitor the two VERA email boxes and JIRA (The Service Station) system and prioritise queries and respond accordingly
• Make changes to worker profiles on VERA
• Respond to other tickets/system queries as raised, or escalate if required.