POSITION DESCRIPTION POSITION TITLE DIVISION DEPARTMENT REPORTS TO REMUNERATION RANGE ICT Service Desk Manager Organisational services Information Communications & Technology (ICT) ICT Manager $73,080 - $78,155 per annum plus superannuation ORGANISATIONAL PURPOSE Established during the Great Depression, the Brotherhood of St Laurence was the vision and creation of Fr Gerard Tucker, a man who combined his Christian faith with a fierce determination to end social injustice. The Brotherhood has developed into an independent organisation with strong Anglican and community links. Today, we continue to fight for an Australia free of poverty. At the Brotherhood of St Laurence, we are defined by the people that make up our organisation. With 600 employees and 900 volunteers across more than 50 sites, together we strive to help people experiencing disadvantage through research and policy and services and advocacy. As well as providing services and programs for families and elderly on low incomes, refugees, young people and the unemployed, we research the causes and effects of poverty and advocate national and local policy solutions for people who are disadvantaged. The Brotherhood is currently focusing its work on strategies to alleviate and prevent poverty for those people most at risk at the four transition stages considered critical to their future wellbeing: the early years, the years from school to work, periods in and out of work and retirement and ageing. Our Strategic Plan for 2015 2020 identifies five organisational objectives: to demonstrate how to reduce disadvantage and increase social, civic and economic participation through quality, evidence-based policy, programs and practice to undertake quality research, gather knowledge and evaluate evidence to inform and support our work to work collaboratively and in partnership with others to influence policy and practice. to strengthen our organisational capability to support innovation and respond flexibly to changed circumstances to collaborate with Aboriginal and Torres Strait Islander peoples and ensure the Brotherhood supports their rights and aspirations. Each of these priorities is underpinned by well structured, researched and documented body of knowledge to support all elements of work within the Brotherhood. Approved: August 2017, Chief Information Officer Page 1 of 5
DIVISION & DEPARTMENT PURPOSE Organisational Services is one of eight Divisions of the Brotherhood of St. Laurence (BSL) and comprises a team of over 30 staff. Organisational services has responsibility for providing guidance and support to staff and management in building capacity and partnerships to achieve work goals through the provision of people, advice and services. As an internal service we support internal clients. ICT is responsible for the provision of network services (Internet connectivity), network security, desktop services (including ordering, setting up and installing new equipment); managing contacts for outsourced services, liaising with staff and external stakeholders about ICT requirements, and telecommunications services (landlines, Mobile phones, data cards, PABX ) and support. POSITION PURPOSE This position is critical to timely and appropriate service delivery to internal staff from the ICT service desk service. Reporting to the ICT Manager, the position will be responsible for managing a small team of ICT helpdesk staff, liaising with vendors, managing internal projects, with the support of the Project Management Office, upholding the highest possible levels of service and customer satisfaction, setting and meeting KPI s and internal SLA s. KEY RESPONSIBILITIES AND DUTIES 1. Employee Management and Accountability work collaboratively within teams to achieve common goals demonstrate a commitment to the Brotherhood s quality framework and culture by participating in and promoting quality actions through continual improvement activities provide coaching and support to all direct reports in the performance of their duties, monitoring and providing appropriate feedback in accordance with Brotherhood policies and procedures in collaboration with the manager, set goals and objectives to ensure outcomes are met model the Brotherhood values and adhere to the Code of Ethical Behaviour in everyday work practices take responsibility for managing risk, safety, health and compliance in own area of responsibility and ensure steps are taken to prevent unsafe work practices in accordance with Brotherhood policies and procedures. 2. Service Desk Management Provide day to day supervision and leadership for the Service Desk Team Ensure that all customer enquiries are handled quickly and efficiently, to the satisfaction of the customer Establish and maintain policies, procedures and forms designed to ensure consistently good service performance Continually evaluate customer satisfaction and the performance of the Service Desk and individual Service Desk Officers Page 2 of 5
Develop and maintain the ICT Service Desk Manual Project Manage all ICT projects relating to the Service Desk, under the guidance of the Project Management Office Develop and maintain KPI s and inter-departmental OLA s (Organisational Level Agreements) Identify problem trends, from ITSM software, and develop remediation plans to improve outcomes for customers and to reduce Service Desk tickets Produce reports and dashboards on KPI s, OLA s and projects for the Technology Steering Group Ensure the accuracy of the CMDB, managing the tracking and audit of all end point assets, e.g. printers, desktops, laptops, projectors, etc. Ensure that Active Directory is regularly audited and processes are in place to ensure the highest levels of user access security are maintained Make recommendations to management for changes to ICT processes and systems to improve the efficiency of the team and the effectiveness of ICT for the organisation 3. Help Desk Services Provide advice, and assistance to BSL staff who call or email the ICT Helpdesk service with requests all level 1 service requests, such as password resets, printer connection issues, desktop application issues etc. Coordinate the resolution of level 2 and 3 issues with our Managed Service vendors Maintain the ITSM knowledge base and develop new guides and materials for use by customers Handle procurement requests throughout the purchase lifecycle. 4. PC Device Management Maintain the asset register to ensure the accuracy of the CMDB Help maintain the list of services/software available within the SOE, and ensure these are published to the BSL intranet. Keep abreast of any changes that are likely to impact on the services and software delivered via Microsoft or others Ensure clients comply with software application licenses and the SOE environment. Where necessary, develop processes and procedures to assist in conducting regular audits to ensure compliance as required. 5. Telecommunications support Process all requests (orders) for new or updated telecommunications equipment, in particular smart phones, data cards and other mobile devices. Maintain all records regarding telecommunications equipment, phone numbers, contract terms, cost centres etc. Provide assistance to staff on all matters relating to landline and mobile phones and mobile data devices Work cooperatively with all of BSL s telecommunications vendors to ensure seamless service delivery to BSL staff and sites Page 3 of 5
5. Project Management assistance Adhere to the BSL ICT Project Management Methodology at all times and follow guidance from the ICT Project Management Office (PMO) to ensure the successful delivery of all ICT Service Desk projects Assist as required in the roll-out of new sites and or services or in relocating sites and services Ensure that all Service Desk staff strictly adhere to the BSL ICT Project Management Methodology Provide regular reports to the PMO on all ICT Service Desk Projects 5. Multiskilling the incumbent may be directed to carry out such duties as are within the level of the position and scope of the incumbent s competence and training as directed by the manager. SCOPE OF RESPONSIBILITY Direct Reports ICT Service Desk Officers Budget Responsibility Procurement of all end user equipment, which is assigned to the requestors cost centre. ORGANISATIONAL RELATIONSHIPS Internal Stakeholders All BSL staff External Stakeholders BSL ICT vendors KEY SELECTION CRITERIA Essential demonstrated management experience specifically in a Service Desk environment relevant customer service experience Relevant qualifications in ITIL with proven experience in implementing and maintaining an ITIL environment Demonstrated experience and achievement in the provision of a broad range of ICT skills suitable to delivering service desk services to staff well-developed organisational and time management skills with the ability to negotiate, plan workload, prioritise and meet deadlines Ability to work at a fast pace and collaboratively within a small team of ICT professionals demonstrated ability to identify and resolve problems and make appropriate recommendations proven interpersonal and communication skills with the ability to build effective relationships and liaise across all levels both internally, externally and with people from diverse backgrounds expertise and competency in Microsoft Office Programs including Word, Excel and Outlook understanding of and empathy with the values and ideals of the Brotherhood. Page 4 of 5
Desirable PRINCE2/PMI certification an advantage Experience with Freshservice helpdesk software Relevant tertiary qualifications MANDATORY EMPLOYMENT CRITERIA Specific work requirements include weekend work, evening shifts, public holidays, work based travel, after hours on call, attendance at a variety of different work locations Proof of eligibility to work in Australia is required A satisfactory Police Check is required. The Brotherhood will facilitate this process ACKNOWLEDGEMENT I, Insert Name, have read and accept the Position Description as stated above. I acknowledge the description of the position is an outline and guide to the duties of the professional activities needed to undertake the position successfully. I understand that a review of the position description may occur and it may be amended from time to time as organisational needs change. Changes to the position description will be consistent with the purpose for which the position was established. Manager Signature Date Employee Signature Date Page 5 of 5