The provision of these services to all Melbourne Polytechnic sites is achieved through:

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1 Position Description Position Title: Service Management Officer Position Reports to: Senior Service Management Officer Direct Reports: NIL Position Description Issue Date: May 2017 Location: Department: ICT Services You are employed to work at Melbourne Polytechnic, a multi-campus institution. Accordingly you agree to work at any location where Melbourne Polytechnic conducts its business at the direction of the Manager responsible for your area. About Melbourne Polytechnic Melbourne Polytechnic offers the perfect combination of higher education and vocational learning, delivered by teachers with real-world experience and expertise. Through a network of seven metropolitan campuses, four training centres and four retail stores, Melbourne Polytechnic offers a range of degrees, certificates and diplomas across the whole higher education and vocational training spectrum. Position Purpose ICT Services provides a full range of Information and Communication Technology services to staff and students, including the provision of administrative computing, educational computing and network communication services for the local and wide area networks. The provision of these services to all Melbourne Polytechnic sites is achieved through: o Strategic alignment of the ICT functions with the business and strategic objectives of Melbourne Polytechnic. o The design, implementation and management of desktop systems and provision of high quality support infrastructure to end users. Melbourne Polytechnic Position Description Page 1 of 5

2 o The design, implementation and management of infrastructure systems to support administrative and teaching services. o The design, implementation and management of all communication services. These include VOIP telephony, voice mail, call accounting, and Microwave WAN/LAN. o The identification of funding opportunities for major items of computer equipment and the preparation of all ICT related submissions for project and equipment funding. Key Responsibilities o Participate in and contribute to the overall implementation and development of the ITIL Service Management framework to achieve business outcomes and provide the basis for continuous improvement in quality levels and cost effectiveness. o Apply broad knowledge and specialist expertise to support, deliver and maintain all services provided by the department using the department s Service Management policies, processes and procedures in order to meet objectives and agreed service levels. o Create and respond to ICT Service Desk Incident and Request reports, and coordinate appropriate and timely responses, including channelling requests for help to appropriate departmental teams for resolution, monitoring progress and keeping users informed of progress. o Gain cooperation and assistance from others to achieve objectives. Liaise with customers on potential courses of action in a general or specialist capacity. Produce reports within your field of expertise. o Have an understanding of the rules, regulations, processes and techniques with the work environment. Communicate effectively with other departmental team members to ensure effective and efficient support and delivery of the overall departmental services. Provide direction to team members as required. o Apply theoretical knowledge and experience to defined work objectives. Solve complex problems. Create, support and maintain all production ICT hardware, software and related resources, either directly or in conjunction with departmental specialists or external contractors, in order to safeguard the support and delivery of ICT services. o Investigate, diagnose, resolve and restore ICT hardware, software and other related resources. o Assist in the sourcing, liaising and management of external suppliers and service providers to ensure successful support and delivery of products and services. o Responsibility for the daily operation of a work area. Work independently on assigned tasks and projects requiring complex ICT problem solving expertise. Melbourne Polytechnic Position Description Page 2 of 5

3 Key Relationships Internal Service Management Source of guidance and direction Senior Delegation of tasks and responsibilities Liaison on day-to-day ICT related matters ICT staff Day to day liaison on a range of ICT matters Teamwork Provision of advice and assistance when required Staff Respond to any general ICT requests, and provide requested reports. Students Provide professional and quality service. External Suppliers Interact professionally with Suppliers when required. Maintain appropriate service levels in consultation with the Infrastructure and Design team Manager Key Performance Indicators (KPI) To be developed with the Department Manager Key Selection Criteria 1. Relevant work experience as a Service Management Officer in areas covering Level 1 and 2 on call support. 2. Significant experience and knowledge of ICT hardware and software including desktops, servers, telephony, audio visual equipment, obtained through formal post-secondary qualifications (Degree or Diploma) or extensive work experience, or a combination of both. 3. Tertiary qualifications in IT, Computer science or the completion of specialist systems courses such as Microsoft, VMWARE and / or CISCO Accreditation or significant relevant experience. 4. Theoretical knowledge and experience in operating, managing and troubleshooting a diverse multi location Wide Area Network. 5. Specialist knowledge and extensive experience with PC and server technologies Microsoft Windows 7, 8 and 10 Operating Systems Office 365 Office desktop applications 6. Excellent verbal and written communication skills, interpersonal, organisational and time management skills Ability to communicate standard operational requirements to clients and team members Direct activities of team members as required Produce routine correspondence and reports 7. Experience in writing and presenting reports, as built documentation, quick reference guides and creating system diagrams Melbourne Polytechnic Position Description Page 3 of 5

4 8. Theoretical knowledge and demonstrated experience of formal change control process to systems to eliminate customer impact 9. Strong customer service orientation. 10. Very good team skills, the ability to work effectively as a member of a team Behavioral Competencies At Melbourne Polytechnic all staff will behave in accordance with our Values of: Quality Fairness Integrity Collaboration Respect for The Individual Respect for The Environment Creating Opportunity Through Effort Personal Growth Through Knowledge Safety Issues Significant to the Position Manual handling and extensive use of keyboard operation and visual display unit, as it relates to an office environment. Health and Safety All employees are responsible for: Compliance with the Institute policy, safety systems and applicable health and safety legislation and regulations Reporting any and all conditions or unsafe practices that may affect the health of employees or others to management promptly Recommending improvements to health and safety practices Adopting safe work practices that comply with health and safety requirements and must not wilfully place at risk the health and safety of any other person in the workplace Assisting in timely completion of any corrective action in accordance with reporting/investigation procedures Participating in relevant health and safety induction, training and other relevant activities Using and maintaining all safety equipment provided Sign Off Employee s Name Department Manager s Name Melbourne Polytechnic Position Description Page 4 of 5

5 Employee s Signature Department Manager s Signature Date: / / Date: / / Melbourne Polytechnic Position Description Page 5 of 5