📌 Vacancy Fact Sheet
- Reference Number: VN-0769832
- Agency: Department of Veterans’ Affairs
- Job Title: Service Desk Officer
- Position Number: EXT-2026-0062
- Classification: APS Level 4
- Closing Date: Thursday 11 June 2026
- Job Type: Full-Time, Ongoing;Non-Ongoing
- Location: Adelaide SA, Brisbane QLD, Canberra ACT,
- Future Merit Locations: Various locations – ACT, Various locations – NSW,
- Salary: $85,610 – $91,306
- Office Arrangement: Flexible (We support a range of flexible work arrangements in)
About Department of Veterans’ Affairs
The Department of Veterans’ Affairs (DVA) exists to fulfil the nation’s duty to support our serving and ex-serving Australian Defence
Force members and their families. We do this through programs of care, compensation, commemoration, income and Defence
support services. Our aim is to enhance self-sufficiency, quality of life, financial wellbeing and community recognition for those we
support. DVA is both a policy and service delivery agency. We have strong relationships with Australian ex-service organisations,
Federal and State Government agencies and the veteran community. DVA’s vision is to honour veterans, and empower them and
their families to continue life after service, within a society that understands and values their military service and their ongoing
contribution to the community.
Duties
- Supervise the running of routine reports and quality assure report output
- Assist in the documenting of processes and procedures for routine and ad hoc reports
- Identify and support the training needs of staff in the Helpdesk.
- Assist in escalated system tickets/issues and escalate to technical and non-technical staff as
- required.
- Create and update 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 for system errors and data errors
- Identify and implement business improvements and system changes
- Create new worker profiles in-system
- Provide CMS access to staff and contractors
- Respond to password queries and process queries and assist CMS users with issues in the
- system
- Monitor team inboxes and JIRA to prioritise queries and respond accordingly
- Make changes to worker profiles in-system as needed
- Respond to other tickets/system queries as raised, or escalate if required.
Eligibility / Notes
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to
- be employed in the Australian Public Service (APS).
- Any successful candidate external to DVA offered employment will be required to undergo a
- pre-engagement screening check, even if they have a security clearance. The screening
- check is conducted in accordance with the Australian Government Protective Security Policy
- Framework requirements.
- Any successful candidate will also be required to obtain and/or maintain, a baseline Vetting
- (AGSVA) security clearance as a minimum.
How to Apply
Position Contact John Taylor, 0476 194 754
Agency Recruitment Site https://dvajobs.nga.net.au/cp/index.cfm?event=jobs.home
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware:
that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette
applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
Veterans’ Affairs (part of the Defence
Portfolio)
Vacancy