IT Helpdesk Officer. Job Information Pack. Employment Conditions. This information package includes:

Transcription

1 IT Helpdesk Officer Jb Infrmatin Pack This infrmatin package includes: Emplyment cnditins Psitin Descriptin Selectin criteria Applicatin and recruitment prcess Emplyment Cnditins Emplyment basis: permanent appintment Hurs: full-time Remuneratin: Nn-Award 55K 60K Cmmencement: June 2018 Abut The Wayside Chapel The Wayside Chapel has prvided uncnditinal lve, care and supprt fr peple n and arund the streets f Kings Crss since 1964 and Bndi since Tday, under the banner f lve ver hate, The Wayside Chapel creates a cmmunity where there is n us and them by breaking dwn the barriers f judgement and prviding a safe place where peple frm all walks f life are welcme just t be. The Wayside Chapel draws peple ut f scial islatin and invites them int the healing place f cmmunity. Peple marginalised by hmelessness, mental health issues and substance abuse can turn t Wayside fr cmpassin, tlerance and supprt.

2 Our cmmunity services centres in Bndi and Kings Crss, utreach service, mental health prgram, cmmunity cafe and Abriginal prject are all designed t ensure the mst disadvantaged members f ur cmmunity have access t essential health, welfare, scial and recreatinal services. Our cmmunity develpment prgram reaches ut t the wider cmmunity t ensure that The Wayside Chapel is a place fr peple frm all walks f life. Visin: Lve ver hate Missin: Creating cmmunity with n us and them Values: Openness (N secrets): We have a prfundly simple missin, which is t create a cmmunity, and ur message and wrk are undiluted with ther agendas. Teamwrk (N cwbys): Our gal f creating cmmunity is als ur methd. We wrk in a cllabrative way t invite peple ut f singular, individual life int the risky and healing place f cmmunity. Patience (N rush): We cannt make peple change. If we culd, we d be guilty f manipulatin f sme kind. Instead we are n the lkut fr sparks f life, signs that peple lng fr better, and we lk t engage and help peple mve t better days and better health. Curage (N cmplacency): It takes curage t cnfrnt peple wh ve lst hpe and invite them int the wrld f relatinships with respnsibility. Wayside is nt an intensive care unit but an invitatin int life and cmmunity. Respect (N Judges): Peple have the right t make their wn decisins. Peple have the right t make bad decisins. Peple wh chse singular misery r even death deserve t have their rights respected. Wayside s missin is nt t fix peple but t lve them and be with them, knwing that if they are really met, they ll really mve tward health and life. Behaviurs: Stand Back: Recgnise that we are each necessary, significant but nt central. The missin evaprates when we are central. Take a step back when ur emtins are high and cl ff. When central, the imprtant thing is hw we feel and the mst pressing need is t express ur feeling. When necessary, significant but nt central, in a time f difficulty, the mst imprtant thing is t ask "what facts d I nt have" and "wh can I talk t fr reliable clarity" Speak Well: Identify and appreciate the strengths in clleagues. Recgnise that every-ne's strengths are als their weaknesses, if we lk fr weakness, we'll find it and if we lk fr strength, we'll find it. An atmsphere where clleagues are habitually talked up behind their backs will create an unbeatable team.

3 Embrace Errrs: Accept when yu have made a mistake, that an pprtunity t learn is present. Learning is lst when we spend energy cvering ur arse r blaming thers. Nthing is mre liberating than the security it takes t admit that yur perfrmance did nt cver yu r the team in glry. Helping each ther embrace mments f learning will build a team that can vercme anything. Be Kind: We d an excellent jb f being kind with ur visitrs, lets als be kind with each ther. Kindness is implicit in ur visin and ur missin. Kindness is nt a matter f feeling anything but a matter f acting and participating. Yu might feel uncmfrtable but kindness will give the benefit f the dubt r begin an uncmfrtable but direct discussin. Abut Wayside s Supprt Team Waysides Supprt team prvide vital supprt and assistance t wayside staff acrss a range f functins. The Supprt team prvides IT, Operatinal, facilities management, and administrative supprt, acrss the wayside staff netwrk. Psitin Descriptin Psitin Summary The IT - Helpdesk Officer rle is an imprtant member f the Supprt Team prviding timely and efficient infrmatin technlgy administratin within Wayside. The IT Helpdesk Officer will assist the Operatins Manager with all aspects f planning and peratin f the Wayside s Infrmatin Technlgy envirnment, and cllabrate with team managers t imprve Wayside s Infrmatin Technlgy envirnment. Key respnsibilities Desktp Supprt Prvide first level desktp supprt t the Wayside Team; Assist with the acquisitin, setup and deplyment f new desktp equipment; Practively maintain desktp envirnment; Manage the setup, maintenance and terminatin f user netwrk and system access; Manage and reslve end user queries; Identify end user training needs; Deliver ad hc end user training and caching where apprpriate; Assist the implementatin f new IT systems and prcess; and Cllabrate with internal and external supprt t reslve cmplex issues

4 Netwrk Supprt Prvide first level netwrk supprt t the Wayside Team; and Crdinate the maintenance and security f the physical and wireless lcal and WAN netwrks with the external supprt partner. Infrmatin Technlgy Supprt Cllabrate in the develpment and management Wayside s Infrmatin Technlgy Strategy; and Mnitr and reprt n the nging health f Wayside s Infrmatin Technlgy. Peple Maintain wrk-life balance by practicing apprpriate self-care n an individual, team and rganisatin-wide basis; Prmte the bjectives f Wayside s Supprted Emplyment Prgram by walking alngside Wayside supprted staff with sensitivity t the barriers they face t pen emplyment and celebrating cntributin t cmmunity. Wrkplace Health & Safety Actively prmte health and safety, and take reasnably practicable steps t cntrl risks, ensuring a safe wrkplace fr visitrs, staff and vlunteers; Cmply with legislatin and all Wayside OHS plicies/prcedures and instructins, reprting any hazards r safety issues and perfrming all tasks in a manner which guards against risk t self and thers within the wrkplace. Other Any ther duties as directed by the Peple Manager; Undertake training as required and directed. Key Perfrmance Indicatrs Percentage f reslved tickets in the system End user satisfactin measured by reslving tickets; feed-back & survey results Reductin in verall tickets due t actively training end users

5 Key Internal/External cntacts Internal Operatins Manager CFO Finance and Analysis Manager Systems Analyst Team Managers External External supprt Suppliers Selectin Criteria Applicatins must address each essential selectin criteria individually. Applicatins which d nt individually address each selectin criteria will nt be cnsidered. Essential A relevant tertiary qualificatin, certificatin &/r equivalent experience; Teamwrk, leadership, general management, prject management and financial skills; Highly develped written and ral cmmunicatin skills; Prblem slving attitude and a cmmitment t generate wrkable and pragmatic slutins; Excellent written and verbal cmmunicatin skills; Excellent skills and experience in reprting the health and efficiency f the verall IT envirnment; Demnstrated experience in using Windws Server, Office365 and managing a Windws netwrk; Demnstrated recrd f success in respnding t stakehlder needs, prviding wrkable slutins and leading thers in implementing change; and Willingness t wrk within the eths f The Wayside Chapel missin, visin and values.

6 Desirable Experience in the nn-prfit sectr; Experience in a retail IT supprt rle (apple stre genius, Telc custmer IT supprt rle etc.); Experience in using Helpdesk ticketing sftware (eg Freshdesk); and Familiarity with and understanding f the Uniting Church values and eths. Applicatin and Recruitment Prcess Applicants shuld prvide a cpy f their resume, a cvering letter and a written respnse separately addressing all the essential and desirable selectin criteria by 9am Thursday 10 May Applicatins shuld be submitted via The Wayside Chapel s applicant prtal: 0c52ec65f8cc Applicatins which d nt address each and every selectin criterin will nt be cnsidered. Applicatins which nly prvide a cver letter r resume, r nly address the selectin criteria generally, will nt be cnsidered. Applicants shuld prvide tw (2) wrk related referees with their applicatin, including their current line manager. A selectin panel f three (3) peple will be cnvened. All applicatins will be assessed by this panel against the essential and desirable criteria based n their resume and cver letter. Applicants wh are successful at this stage will be ffered an interview with the selectin panel. Interviews will be scheduled in the week cmmencing Mnday 14 May Applicants with a disability shuld infrm the cnvenr f the selectin panel f any special requirements upn cntact t arrange an interview. A shrt-list f successful applicants will be created. Referees will be checked at this time t substantiate infrmatin prvided by successful applicants. An ffer will be made t the successful candidate pending the satisfactry cmpletin f a plice criminal recrd and wrking with children check. Unsuccessful interviewees will be cntacted persnally and infrmed f the utcme f their applicatin.