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1 Position Description GMW is committed to: 1. Partnering with our customers 2. Creating the opportunity to increase food production in Northern Victoria 3. Being a high performing organisation DM Reference (DM#): Position Title Service Desk Officer Position Number Division Corporate Services Unit ICT Operations Classification/Band Band B Employment Status Ongoing, Full Time Salary Range - $56, $65, Position reports to Senior Service Desk Officer Location Tatura Position Contact Rohan Forster Approver/Approval Date SH 31/03/2016 Role Purpose This role is located within the Corporate Services Division of Goulburn-Murray Water. The Corporate Services Division provides information, communication, and technology products and specialist services to GMW and prides itself in its professional knowledge and customer focus. The Service Desk Officer role is located within the ICT Service Desk team; they will be responsible for providing hardware and software support which meets user and business requirements. Key Accountabilities The Service Desk Officer will be accountable for competently and professionally carrying out the following duties: Respond to user inquiries according to Helpdesk procedures, providing support across a range of hardware and software products. Identify problems which require additional expertise and take appropriate action including referring problems requiring high level support. Communicate to users the progress of inquiries from receipt to closure. Advise users about Helpdesk operational and support facilities and processes. Identify and advise the ICT Service Desk Manager of recurrent user inquiries. Update and maintain the call management system to allow the accurate recording of calls and resolution activities. Follow new developments and software products. Provide documentation in relation to basic computer and printer operations and in relation to standard procedures to follow before logging calls with the Helpdesk, to reduce the number of basic calls lodged with the Helpdesk. Promote the Helpdesk service and encourage user feedback.

2 Position Capabilities The GMW Capability Framework applies to all employees. The full list of capabilities required for this position is listed below. This position includes technical capabilities taken from the Skills Framework for the Information Age. More information on this framework can be viewed at GMW Behavioural Capability Set (Mandatory for all GMW positions) Behavioural Capability Level (Core, Proficient, Key Behaviours Expert) Collaborative partnerships Engaging communication Proficient Proficient Seeks opportunities to include others and integrate different viewpoints that are relevant and useful to the task; Demonstrates sound awareness of GMW s functions and customers and how they interact; Maintains strong relationships with customers by keeping their needs at the forefront of decisions and actions. Demonstrates sound awareness of, and anticipates, customers communication needs; Actively takes steps to regularly communicate with customers and keep them informed; Asks insightful and probing questions that get to the core of issues. Innovation Core Supports, is open to and receptive of, new ideas and approaches proposed by others; by listening to others and accepting new ideas; Participates in, and contributes to, ideas and brainstorming sessions; builds on others perspectives and puts forward own suggestions; Tests ideas with colleagues and supervisors. Honours Commitment Proficient Manages competing priorities by determining the importance of tasks and planning the required time and effort; Confidently and independently takes actions to get started on tasks, with limited need for direction; Recognises the implications of not completing tasks on time. Dynamic Core Shows openness to, and acceptance of, change; by listening, asking for further information and accepting that change with happen; Remains calm and positive when faced with changes, last minute requests or unforseen requirements; doesn t panic or respond negatively; Seeks to understand ambiguous and uncertain situations; gather information to get clarity. Builds Excellence Core Views feedback as a beneficial experience; actively seeks out, listens to, and acts on, feedback; Thinks about and contributes ideas to inform individual work plans; Looks for ways to apply new skills and knowledge to own job.

3 Technical Capability Set Technical Capability Level Key Knowledge/ Skill Information 4 Understands and complies with relevant organisational policies and procedures, taking responsibility for assessing and managing risks around the use of information; Ensure that information is presented effectively; Ensure that effective controls are in place for internal delegation, audit and control and that the board receives timely reports and advice that will inform their decisions. Research 2 Within given research goals, assists in selection and review of credible and reliable resources to gain an up-to-date knowledge of any relevant field; Reports on work carried out and may contribute sections of material of publication quality. Systems Installation/ Decommissioning Service Level 1 Following agreed procedures, performs simple installations, replaces consumable items, checks correct working of installations, and documents and reports on work done. 2 Monitors and logs the actual service provided, compared to that required by service level agreements. Asset 4 Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out; Produces and analyses registers and histories of authorised assets (including secure master copies of software, documentation, data, licences and agreements for supply, warranty and maintenance), and verifies that all these assets are in a known state and location; Acts to highlight and resolve potential instances of unauthorised assets such as unlicensed copies of software. Security Administration 1 Performs simple security administration tasks; Maintains relevant records and documentation. Application Support 2 Assists in the investigation and resolution of issues relating to applications; Assists with specified maintenance procedures. Problem 3 Investigates problem in systems, processes and services; Assists with the implantation of agreed remedies and preventative measures. Incident 3 Following agreed procedures, identifies, registers and categorises incidents; Gathers information to enable incident resolutions and promptly allocates incidents as appropriate; Maintains records and advises relevant persons of actions taken. Customer Service Support 2 Responds to common requests for service by providing information to enable fulfilment; Promptly allocates unresolved calls as appropriate; Maintains records, informs users about the process and advises relevant persons of actions taken.

4 Key Selection Criteria The Key Selection Criteria for this role are the capabilities in which candidates for this position must demonstrate competence. When applying for this position, and as part of their application, candidates must provide examples of situations in which they have demonstrated these behaviours, knowledge or skill. KSC Selection Criteria 1 Demonstrated strong customer service focus and skills with the ability to empathise as well as prioritise customer needs. 2 Demonstrated experience in the use and support of business & desktop applications, networking and other ICT systems. 3 Ability to learn new material and solve technical problems quickly and explain the resolution clearly to customers. 4 Demonstrated experience in managing competing priorities by determining the importance of tasks and planning the required time and effort. 5 The ability to communicate clearly, verbally and in writing, information of both a technical and nontechnical nature. 6 Ability to remain calm and positive when faced with changes, last minute requests or unforseen requirements; doesn t panic or respond negatively. 7 The ability to work well within a team. Mandatory Requirements Valid Australian work rights, or eligibility to acquire valid Australian work rights 1-2 years previous experience in a Service Desk environment Demonstrable understanding of Mobile technologies Demonstrable understanding of Managed Desktop Environment Demonstrable ability to work within a fast paced team environment Valid manual/ automatic drivers licence Adhere to GMW s Records Policy and Procedures to ensure compliance to the Public Records Act Be responsible for maintaining the security of information and information assets in accordance with GMW s Information Security Policy and Procedures. Other relevant requirements (Preferred/Desired Requirements) Certificate 2 or above in IT highly regarded Demonstrable understanding of MS Systems Centre would be highly regarded A Microsoft Certified Solutions Expert accreditation highly regarded A Foundation level accreditation in ITIL is highly desirable Highly developed interpersonal skills and the ability to liaise with technical and non-technical staff at all levels Strong analytical and problem solving skills Strong written, oral and presentation communication skills Excellent time management skills Advanced Microsoft Office skills (Word, Excel, PowerPoint, Visio, Microsoft Project and SharePoint) Any other task as directed

5 GMW Training Requirements Organisational Mandatory Behavioural (Mandatory) Technical (Mandatory) Corporate Induction Incident Response Framework Privacy and Data Protection Strong4Life Manual Handling Hazard ID & Risk Assessment Fraud and Conflict of Interest Health Safety and Environment Records Keeping Site Induction Information Security Introduction to DM5 Delegations People Level 15 Health, Safety and Environment (HSE) Requirements Comply with all Health, Safety and Environment policies, procedures and direction as established by the organisation. Cooperate with GMW in relation to activities taken by the corporation to comply with Health, Safety and Environment legislation. Take reasonable care of their own health and safety and that of other people who may be affected by their conduct. Ensure all hazards, near misses and injuries are reported immediately to the supervisor. Not wilfully or recklessly interfere with or misuse anything provided in the interest of Health, Safety and Environment

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