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Position Description Information and Communication Technology Service Desk Officer
HR – PD – ICT Service Desk Officer – V2 Page 1 Issue Date: June 2018 Review Date: June 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED
Location/s Support Services
Reporting to Information and Communication Technology (ICT) Service Desk Manager
Direct Reports Nil
Level Band A
Date Updated June 2018
About the Role The purpose of this position is to provide first point of contact support and problem resolution for RAQ applications and systems.
Key Responsibilities
Service Desk Operation Provide high quality customer service to users by service request management
Management and resolution of service tickets
Problem management and escalation
General Systems Support Provide guidance to users in effective day to day use of RAQ systems
Use problem solving techniques to analyse and correct issues as they present
Provide support to Senior ICT Team Members as designated by Reporting Manager
Equipment Management Maintain Asset Register
Respond to asset requests including setting up and configuring assets
Manage warranty processes including equipment replacement
Project Management and Participation
Liaise with stakeholders and key personnel as required
Contribute to the development, planning and delivery of new systems and services
As directed by the Head of ICT contribute to and participate in Project Management activities
System Documentation Manage, maintain and deliver documentation relevant to the RAQ infrastructure and systems, processes, end-user and knowledge base
General ICT Responsibilities
Actively participate in ICT Projects as directed by the Reporting Manager
Perform other duties and tasks as directed by the Reporting Manager
Participate in the ICT after-hours On-call roster
Other Organisational Responsibilities
Adhere to all organisational policies, procedures, standards and practices
Act only in ways that advances RAQ objectives, values and reputation
Other duties, consistent with skills and experience, as directed by the reporting manager
Position Description Information and Communication Technology Service Desk Officer
HR – PD – ICT Service Desk Officer – V2 Page 2 Issue Date: June 2018 Review Date: June 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED
Core Competencies
Business Acumen Applies knowledge of the business and the industry to advance the organisation's goals.
Inspires Others Creates a climate where people are motivated to do their best to help the organisation achieve its objectives.
Service Excellence Builds strong client relationships and delivers client-centric solutions. Seeks ways to improve outcomes for clients as consistent with RAQ’s Mission, Vision and Values.
Professionalism Gains the confidence and trust of others through honesty, integrity, and authenticity.
Inclusion Interacts with all stakeholders in ways that demonstrate respect of social and cultural differences, and a commitment to challenging attendant social inequities.
About You To be successful in this position you will have:
Required Highly Desired
Qualifications Vendor Certifications Industry Certifications
Relevant Tertiary qualification in Information Technology or similar field
Experience Demonstrable industry experience
Phone and Remote access based support to end user
3 years industry experience
Knowledge Microsoft Office Suite Software operation and support
Desktop Hardware operation and support
Outlook, Citrix and Windows
Networking
Skills Highly developed interpersonal and communication skills both written and verbal
Ability to work as a member of a small team
Capacity to manage own time and deliver to a schedule as negotiated with Head of ICT
Current Driver’s License plus ability to travel as required
It should be noted that Position Descriptions are under constant review and may be changed
at any time.