ICT_PD_ICT Support Officer

Transcription

1 Persnnel Services Psitin Descriptin ICT Supprt Officer OVERALL PURPOSE OF THE POSITION Assisting with the successful verall installatin, management, peratin, and maintenance f all ICT systems within the Schl including cmputers, sftware, audi and visual equipment. Frnt line in respnding t inbund requests fr assistance via the Service Desk, including lgging all requests int a ticketing system and escalatin f tickets where required. Uphld standards and prcesses that deliver effective custmer service, ensuring that service levels are achieved which effectively supprt the Barker cmmunity. The psitin will have a high degree f autnmy in managing the day t day activities required f the rle, subject t directin by the ICT Supprt Crdinatr and ICT Manager. The psitin prvides an pprtunity t supprt ne f the schls leading the wrld in the full and apprpriate use f technlgies acrss the curriculum. The psitin prvides pprtunities t further develp skills and experience, in areas f technlgy apprpriate t the Schl s need. PRIMARY DUTIES & RESPONSIBILITIES Prvide supprt t all users in the schl, including prcedural dcumentatin. Build strng relatinships with all users t ensure their needs are met and exceeded. Cllabrate with the ICT team t deliver a psitive learning experience fr staff and students. Service Desk peratins, including but nt limited t: Answering and respnding t calls and initial triage (reslve at first pint f cntact where pssible) Lgging jbs in the Service Desk system Crdinatin and allcatin f ICT resurces Ensuring that all jbs are priritised and actined in accrdance t the ICT Service Delivery Standards Fllw up and review f service requests Develp and maintain accurate dcumentatin t prmte and supprt the use f ICT within the Schl, specifically, but nt limited t: Asset inventry Equipment repairs Service Desk tickets Prcedures required t carry ut tasks relating t day t day jbs. Research and prpse slutins t issues identified by yurself and thers. Supprt and maintain Schl wned devices, including but nt limited t staff laptps, classrm labs, AV systems, printers, and ther devices. Supprt and maintain the Schl 1:1 ipad and student BYOT devices. Dcument: NESA N : A: ICT_PD_ICT Supprt Officer Page 1 f 5

2 Persnnel Services C-rdinate with repairs and n-site visits fr Barker ICT and student BYOT equipment. Maintain and crdinate lan and exam laptps. Crdinatin and implementatin f start and end f year prcesses. Day t day related ICT clerical tasks, including but nt limited t rdering, invicing and maintaining supplies. Cllabrate with ICT staff t facilitate the delivery f special prjects. Escalate issues t the ICT Supprt Crdinatr and ICT Manager where apprpriate. Be infrmed regarding current develpments and best practice in ICT and cmmunicate these with the Schl cmmunity. Identify and raise with the ICT Supprt Crdinatr and ICT Manager key areas fr training users. The list f areas and respnsibilities in this psitin descriptin are seen t be indicative and nt exhaustive. The Directr f ICT & elearning r Head f Barker Cllege may direct ther duties, cmmensurate with the ICT Supprt Officer s training and experience, at their discretin at any time. This psitin descriptin may be reviewed fllwing a summative appraisal, r at sme ther time by negtiatin. Key Perfrmance Indicatrs Dcumenting day-t-day prcedures as trained by senir technical staff. Cnsistently fllw prcedures set by senir technical staff. Service Desk: Clse tickets when cmpleted in a timely manner Maintain timely and accurate Server Desk recrds Apprpriate escalatin and fllw up f Service Desk recrds Service Desk time lgged per day Service Desk ticket accuracy Imprvement in respnse t prblems by a reductin in the number f call-backs by users and prblem escalatin t senir technical staff. Increased user satisfactin regarding use f ICT Supprt Services within the Schl. Asset allcatin precisin. Ability t perfrm tasks after training withut cntinual fllw up reinfrcement. Ability t set pririties and maintain deadlines. Maintain neat and tidy wrkplace. SKILLS ESSENTIAL TO THE JOB Strng custmer service fcus. Excellent rganisatinal and time management skills. Excellent interpersnal skills, including internal cnsulting skills, especially with staff and external prviders. Exceptinal cmmunicatin skills and effective liaisn with a brad crss-sectin f peple Dcument: NESA N : A: ICT_PD_ICT Supprt Officer Page 2 f 5

3 Persnnel Services including teaching, administratin staff and external prviders. Ability t interpret a variety f instructins and deal with several variables. Ability t wrk under pressure, establish pririties and set and achieve wrk gals. Educatin prfessinal with demnstrated prficiency in supprting a cmplex ICT envirnment. ESSENTIAL PERSONAL ATTRIBUTES Prven ability t develp and manage relatinships with a range f peple. Practive and driven with an enthusiastic and psitive apprach. Highly develped custmer service mentality with exceptinal custmer service skills (i.e. friendly and helpful persnality). Have sensitivity t the different levels f expertise in dealing with staff and students. Ability t priritise wrk schedules by being self-directed and mtivated. Ability t wrk bth independently and as a practive member f a team. Aptitude t learn new sftware packages, applicatins and services. An interest in current technlgy trends, especially in hw they relate t educatin and learning. Punctuality and attentin t detail. Excellent written and verbal cmmunicatin skills in English. Exceptinal persnal standards f hnesty, integrity and prfessinalism. WORK, HEALTH & SAFETY & ENVIRONMENT Barker Cllege has a dcumented Wrk Health and Safety Plicy tgether with relevant prcedures and ther dcumentatin. Yu are required t cmply at all times with the Plicy and Prcedures and their cntents. Yur WHS bligatins include: C-perating with the Schl in ensuring yur safety and the safety f thers; Fllwing plicies, prcedures and directins designed t ensure a safe envirnment; Reprting any hazard yu identify t yur manager r thrugh the Schl s reprting prcesses; Reprting any injury sustained t yur manager r thrugh the Schl s reprting prcesses within 24 hurs; Fllwing emergency evacuatin prcedures if required; Fllwing Safe Wrk Prcedures, Standard Operating Prcedures and Manual Handling Guidelines apprpriate t yur duties; and Undertaking WHS training as deemed relevant. Dcument: NESA N : A: ICT_PD_ICT Supprt Officer Page 3 f 5

4 Persnnel Services ACCOUNTABILITY General Breaches t a staff member s respnsibilities and/r authrity will be managed thrugh the Schl s Disciplinary Management Prcedures. This defined accuntability is underpinned by the Barker Cllege Staff Cde f Prfessinal Practice, Cmplaints and Perfrmance Management prcedures. Wrk Health and Safety All staff members will be held accuntable fr their actins and missins where it affects their wn r anther persn s wrkplace safety. SPECIAL CONDITIONS This is a full time psitin with 4 weeks annual leave. Nrmal wrking hurs are 8.00 am t 4.00 pm, Mnday t Friday Frm time t time the need fr vertime and extended hurs wrk will be required. This wrk is nt specifically remunerated, but negtiated time-in-lieu may apply. Perfrmance will be measured against bjectives set. QUALIFICATIONS Tertiary qualificatins r accreditatin in Service Management methdlgies such as ITIL wuld be an advantage, but nt essential. Previus experience in a supprt r service rle. Experience in general cmputer installatin, maintenance and trubleshting. Current MCP, OS X Supprt Essentials r equivalent TAFE certificatin wuld be an advantage, but nt essential. ORGANISATION CHART RELATIVE TO POSITION The Manager s Manager: The Head f Department: The Immediate Supervisr: This psitin: The Head f Barker Cllege Directr f ICT & elearning ICT Manager ICT Supprt Officer Dcument: NESA N : A: ICT_PD_ICT Supprt Officer Page 4 f 5

5 Persnnel Services APPROVAL This psitin descriptin accurately details the primary duties and respnsibilities f the ICT Supprt Officer. Apprved by the Directr f ICT & elearning n 10 Sep ACCEPTANCE OF POSITION DESCRIPTION Psitin descriptin accepted by: Name f Staff Member: Signature f Staff Member: Date: Dcument: NESA N : A: ICT_PD_ICT Supprt Officer Page 5 f 5