APS3 Service Desk Officer

Posted 05 July 2022
Salary$39 - $45 per hour
Job type Temporary
DisciplineCustomer Service, Government Federal

Job description

DFP Recruitment is a preferred supplier for Federal Government and is proudly working with our client who is seeking a Service Desk Officer to provide support to the team which may include a mix of inbound calls and administrative tasks. 
As the Service Desk Officer you’ll be responsible for responding to queries raised by clinicians, contractors and management in regard to their Electronic Records Application and System Support Helpdesk. Queries can range in complexity from low level routine activities to more challenging issues that require investigation.  
As a Service Desk Officer you will: 
  • Provide helpdesk services for all Open Arms staff and Outreach Provider Contractors in relation to all issues and queries related to VERA . This may include, but is not limited to: logging requests on behalf of end-users; fielding queries; managing tickets; escalations; and monitoring the VERA system environment. 
  • Provide information gathering and troubleshooting across tickets or end-user issues. 
  • Accurately complete (support) tickets as per agreed SLA (or as directed in the absence of SLAs), seek guidance or assistance if required, and follow defined parameters and established procedures/ protocols to identify and resolve reported issues. Know when to escalate relevant issues to technical and non-technical stakeholders to ensure good ticket management practice and to ensure completion of all support incidents or achieve an outcome. 
  • Update routine reports following defined processes and assist in other ad-hoc system or data-related tasks as directed. 
To be successful, you will need to have: 
  • Good understanding of Service Desk Service Management principles, delegation and prioritisation. 
  • Sound computer skills 
  • Ability to diagnose and troubleshoot issues 
  • Sound customer service skills 
  • Ability to communicate effectively 

An understanding (or ability to acquire) of the VERA system and/or Open Arms operations. 
In return you will: 
  • Full Time Hours - 37.5 hours per week 
  • Receive ongoing and comprehensive training 
  • 12-month initial contract  
  • Attractive Hourly Rate – up to $45 p/h 
  • Supportive team, with a positive culture 
  • Provide assistance to Veterans and their families! 
If you have the relevant experience and are interested, please don't delay and apply now. 

08 8400 4400

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.