Aps 6 Helpdesk

2 days ago

Canberra, Australia Department of Veterans' Affairs Full time

Salary Range: $93,976 - $106,713 + Attractive Superannuation
- Contact Officer: Kristen Perkins 0429 969 822

**Duties**
- Manage a small team in the provision of helpdesk and escalation support
- Manage and oversee the operations of the Escalation Helpdesk and ICT Front Door phone and shared mailboxes, including creation of phone roster and weekly analysis and reporting of data on requests received.
- Manage the MySupport and Service Manager work-queues and action tickets raised in regards to ICT equipment/support requests or ICT issues being experienced
- Manage provision of technical support including end-to-end escalation process
- Provide guidance, expert advice, process or policy information to DVA staff, stakeholders and management
- Provide guidance and direction to team members, and assist in building their knowledge base/capability to manage ICT requests in-house, reducing need to escalate to Services Australia.
- Collaborate with colleagues to determine any processes that require improvement or can be handled more efficiently, and ensure documentation and procedures are created or updated as required.
- Establish and maintain positive relationships with business and our ICT Shared Services Provider, through polite, supportive, client sensitive, and accurate communication.
- Assist with other project related activities or ad hoc ICT requests as required.

**Eligibility**
- Applicants must be an Australian citizen to apply.

**Notes**

This recruitment process is being used to fill an ongoing position.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

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