IT Technical Support Analyst (Fulltime position based at Eagle Farm)

Transcription

1 Institute for Urban Indigenous Health Ltd ACN IT Technical Support Analyst (Fulltime position based at Eagle Farm) What do we do? The Institute for Urban Indigenous Health (IUIH) was established to provide a coordinated and integrated approach to the planning, development and delivery of primary health care services to Aboriginal and Torres Strait Islander populations within the South East Qld Region. The IUIH is a lead agency working in partnership with key stakeholders to support the effective implementation of the Council of Australian Governments Closing the Gap initiatives. Reporting to the ICT Manager you will support IUIH s ICT infrastructure by providing 1 st and 2 nd level ICT support, answering help desk telephones and responding to customer s to ensure customer service expectations are met. You will identify, evaluate, and prioritize customer problems and resolve appropriately escalating issues timely to the senior technicians. In doing this, you will: Provide 1 st and 2 nd level support and ability to log, respond and resolve first and second level calls within the agreed Service Level time frames, Organise installation/configuration, operation, and maintenance to Windows based IT systems, hardware and software across a range of our clients Provide working knowledge and experience in a Windows 7 and 8 PC troubleshooting environment; Basic Network, hardware and software application troubleshooting with the ability to take ownership and through to resolution Manage inventory control of IT equipment and supplies. Upgrades hardware and software components. Ensure suggestions from end users are documented, well thought out and referenced where appropriate. Ensure defects are recorded in a timely fashion to contribute to future developments, if applicable To be successful in this Technical Support Analyst role, you will have: Must have at least 3 years experience in Help Desk / Desktop support or System Administrator role Qualifications in ICT and IT support with MCSE/ MCP certification and/or relevant equivalent experience in a similar support desk role including contact by telephone and Exposure to the following software application highly desirable, icare and MMEx Experience with remote desktop software such as TeamViewer and LogMeIn Previous healthcare IT support experience is highly regarded This will mean you need: Highly developed written and verbal communication skills, including reporting. Ability to quickly and accurately determine customer requirements and provide exceptional client services Professional presentation, Excellent communication and interpersonal skills Very good problem solving and attentive to detail. Service oriented and excellent customer relationship building skill In return, you will be rewarded with the opportunity to develop your career within this organisation that truly values its people. Enquiries regarding the position can be directed to Charles Ncube Regional ICT Manager by at Charles.Ncube@iuih.org.au Applications (Resume and brief Covering Letter) must be submitted via Seek APPLICATIONS CLOSE 16 February 2018

2 Position Title IT Technical Support Analyst Location Reports to Department Windsor travel required across SEQ ICT Manager Corporate Services Direct Reports Nil Delegation of Authority As per the Finance & HR Delegations and Authorities accessible on Logic QC - Doc 1448_IUIH Delegations of Authority Date of Approval December 2017 Our Organisation The Institute for Urban Indigenous Health Ltd was established by its founding members to provide a coordinated/integrated approach to the planning, development and delivery of comprehensive primary health care services for Aboriginal and Torres Strait Islander populations within the South East Qld Region. The Corporate Services team is responsible for the management and delivery of effective, Finance, Human Resources, Quality & Accreditation, Information & Communications Technology and Administrative systems, policies, processes and support operations to enable IUIH to meet its business objectives. Our Mission, Vision and Cultural Integrity Our Vision Healthy, strong and vibrant Aboriginal and Torres Strait Islander children, families and communities. Our Mission Family health and wellbeing through integrated health and social support services Cultural Integrity The IUIH Cultural Integrity Investment Framework and The Ways Statement are a commitment by IUIH towards embedding proper ways in all aspects of our operations. The foundation for why we exit as an organisation, including our reason for being by our commitment to the philosophical values drawn from the Ways Statement. Role Purpose Role Responsibilities The main purpose of this role is to provide client service in software support and training to users of the icare and MMEx. This will include consistent and uninterrupted coverage of the helpdesk telephones and live chat in analysing and solving routine and in some cases, complex, client IT problems and requests through to completion. Support to end users Via, phone, VSee and live chat provide support to end users Calls, s, VSee and live chats are answered as per Business Service Agreements. Documentation and follow up completed. Resolution, and escalation as required, of issues is completed as per policy, and end users are kept informed of progress. Technical IT Support Provide first and second level support and ability to log, respond and resolve first and second level calls within the agreed Service Level time frames,

3 Configures and installs computer hardware and software as required. Manages inventory control of IT equipment and supplies. Upgrades hardware and software components. Maintains IT hardware asset and software tracking. Remains abreast of changes in user and system software and hardware requirements. Ability to take ownership and troubleshooting of calls through to resolution Successfully escalate calls to the correct support group or vendor if required Monitor the status of all open incidents & requests Knowledge of hardware and operating systems; A working knowledge and experience in a Windows 7 and 8 PC troubleshooting environment; Basic Network Troubleshooting experience Basic hardware and software application troubleshooting; Suggestions from end users are documented, well thought out and referenced where appropriate. Defects are recorded in a timely fashion to contribute to future developments, if applicable Software Updates and Bug Fixes Upgrades and bug fixes are communicated, booked and completed as per requirement with end users provided with sufficient training and support in existing and newly developing systems Document workflows and checklists in line with introduced IT systems and software. End users are well informed of new changes and where appropriate training sessions provided to staff in usage. Client support Able to understand and learn new features as well as limitations and issues of new software applications with the ability to provide practical advice and solutions to end users Ensure staff members are supported in the IUIH client/patient management systems of icare (for Aged Care) and MMEX (for primary health care) Relationship Management Foster productive working relationships with other IUIH staff in the delivery of seamless support services Encourage cross-functional collaboration to achieve the best outcome for the organisation. Champion IUIH s Ways Statement both internally and externally to the wider community. Information Management Undertake reporting activities together with other relevant documentation within the scope of your role. Maintain the information flow that supports reliable data and documentation in your area of responsibility. Participate in business planning processes and policy and procedure formulation and improvement within your area of responsibility. Excellence Seek to understand your role in the larger Organisation system. Comply with and contribute to continuous improvement of all IUIH s policies,

4 procedures and processes. Proactively investigate new perspectives, attitudes and behaviours and take steps to evaluate and improve your own and organisational performance. Deliver a high level of customer service, including the timely provision of agreed services to clients and internal customers. Maintain own competencies and participate in professional development programs Participate in scheduled performance development Check- Ins and review processes Contribute to effective team performance which ensures IUIH continues to deliver the best service to community in line with program specific accreditations and ISO 9001 standards Safety Report any work related personal injuries/illness or incidents, safety hazards, malfunction of any machinery, plant or equipment. Wear/use and maintain/care for personal protective clothing and/or equipment provided and report any defects. Use lifting equipment and assistive devices as required. Participate in rehabilitation process if injured or ill due to work. Demonstrate leadership in IUIH s Work Health Safety goals and objectives remaining complaint wuith WHS Legislation and IUIH s policies and procedures. Carry out your duties safely in accordance with your ability and competence. Other duties consistent with the position where required and/or requested by your Manager. IUIH can direct you to carry out duties which it considers are within your level of skill, competence and training at any time. Please note that the duties outlined in this Position Description are not exhaustive and are only an indication of the work of the role. IUIH reserves the right to vary the Position Description. Role Requirements Essential Current C Class Drivers Licence (Qld) Ability to travel across South East Queensland (SEQ) as required. Qualifications and Experience Qualifications in ICT and IT support with MCSE/ MCP certification and/or relevant equivalent experience in a similar support desk role including contact by telephone and Exposure to the following software application highly desirable, icare and MMEx Experience with remote desktop software such as TeamViewer and LogMeIn Previous healthcare IT support experience is highly regarded Desirable Highly developed written and verbal communication skills, including reporting. Ability to quickly and accurately determine customer requirements and provide exceptional client services Professional presentation, Excellent communication and interpersonal skills Very good problem solving and attentive to detail. Service oriented and excellent customer relationship building skill

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