Position Description Information and Communication Technology Service Desk Officer

HR – PD – ICT Service Desk Officer – V2 Page 1 Issue Date: June 2018 Review Date: June 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED

Location/s Support Services

Reporting to Information and Communication Technology (ICT) Service Desk Manager

Direct Reports Nil

Level Band A

Date Updated June 2018

About the Role The purpose of this position is to provide first point of contact support and problem resolution for RAQ applications and systems.

Key Responsibilities

Service Desk Operation Provide high quality customer service to users by service request management

Management and resolution of service tickets

Problem management and escalation

General Systems Support Provide guidance to users in effective day to day use of RAQ systems

Use problem solving techniques to analyse and correct issues as they present

Provide support to Senior ICT Team Members as designated by Reporting Manager

Equipment Management Maintain Asset Register

Respond to asset requests including setting up and configuring assets

Manage warranty processes including equipment replacement

Project Management and Participation

Liaise with stakeholders and key personnel as required

Contribute to the development, planning and delivery of new systems and services

As directed by the Head of ICT contribute to and participate in Project Management activities

System Documentation Manage, maintain and deliver documentation relevant to the RAQ infrastructure and systems, processes, end-user and knowledge base

General ICT Responsibilities

Actively participate in ICT Projects as directed by the Reporting Manager

Perform other duties and tasks as directed by the Reporting Manager

Participate in the ICT after-hours On-call roster

Other Organisational Responsibilities

Adhere to all organisational policies, procedures, standards and practices

Act only in ways that advances RAQ objectives, values and reputation

Other duties, consistent with skills and experience, as directed by the reporting manager

Position Description Information and Communication Technology Service Desk Officer

HR – PD – ICT Service Desk Officer – V2 Page 2 Issue Date: June 2018 Review Date: June 2020 THIS DOCUMENT IS UNCONTROLLED WHEN PRINTED

Core Competencies

Business Acumen Applies knowledge of the business and the industry to advance the organisation's goals.

Inspires Others Creates a climate where people are motivated to do their best to help the organisation achieve its objectives.

Service Excellence Builds strong client relationships and delivers client-centric solutions. Seeks ways to improve outcomes for clients as consistent with RAQ’s Mission, Vision and Values.

Professionalism Gains the confidence and trust of others through honesty, integrity, and authenticity.

Inclusion Interacts with all stakeholders in ways that demonstrate respect of social and cultural differences, and a commitment to challenging attendant social inequities.

About You To be successful in this position you will have:

Required Highly Desired

Qualifications Vendor Certifications Industry Certifications

Relevant Tertiary qualification in Information Technology or similar field

Experience Demonstrable industry experience

Phone and Remote access based support to end user

3 years industry experience

Knowledge Microsoft Office Suite Software operation and support

Desktop Hardware operation and support

Outlook, Citrix and Windows

Networking

Skills Highly developed interpersonal and communication skills both written and verbal

Ability to work as a member of a small team

Capacity to manage own time and deliver to a schedule as negotiated with Head of ICT

Current Driver’s License plus ability to travel as required

It should be noted that Position Descriptions are under constant review and may be changed

at any time.