Help Desk Technician. Information Technology. IT Director, IT Department. Permanent. MUH & HSU- Enterprise Agreement

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1 Title: Department: Reporting to: Time commitment: Employment type: Employment conditions: Help Desk Technician Information Technology IT Director, IT Department Full-time Permanent MUH & HSU- Enterprise Agreement Remuneration level: Last reviewed: 23 rd May 2014 About the role: The primary role of the Help Desk Technician is to provide first level support through taking calls, triaging requests and handling the resulting incidents or service requests. The Help Desk Technician will respond to inquiries and requests for assistance with software, hardware, clinical and non-clinical applications. They will provide advice, diagnose and resolve computer or system equipment issues. About the Hospital: Macquarie University Hospital is Australia s first and only private not-for-profit teaching hospital located on a University campus. The Hospital s support for the Australian School of Advanced Medicine and our commitment to patient are is captured by our purpose: heal, learn, discover. Our vision for the Hospital is to be recognised as the country s finest private health facility. Built to exacting standards, equipped with the best available tools and technology and staffed by a superior team of caring professionals the Hospital is well positioned to become Australia s leading private health care provider. Version (1.0): Issue Date: Review Date: Approved By: Page 1 of 5

2 Key Responsibilities of the Role The primary role of the Help Desk Technician is to provide first level support through taking calls, triaging requests and handling the resulting incidents or service requests. The Help Desk Technician will respond to inquiries and requests for assistance with software, hardware, clinical and non-clinical applications. They will provide advice, diagnose and resolve computer or system equipment issues.service delivery and Support Accept technical support calls to the help desk and log them in MUH ticketing system Identify, diagnose and resolve level 1 problems for users of the computer software and hardware Triage calls and escalate support issues which cannot be solved by the Help Desk to the appropriate personnel Trouble shoot and resolve end-user hardware, operating system and software related problems when possible, either over the phone or via remote assistance Assist in the configuration of end-user desktop hardware, software and peripherals Level 1 Troubleshooting and escalation of issues with WAN, VLAN, firewall, VPN etc where possible Troubleshoot and resolve issues with voice communications and voice mail systems where possible Order consumables, ensuring competitive prices, as required Leadership Ensure that user expectations are being met and provide a level of service to meet or exceed customer service standards Attend regular team meetings to assist in effective planning and communication Actively contribute to maintain a high morale within the team Ensure compliance with MUH change control policies Continuous Improvement / Quality & Performance Measurement Participate in Departmental education and development programs Ensure that appropriate work standards are achieved Provide feedback to the IT team on improvements in operating procedures and systems, including upgrading or improvements on IT hardware / network and software Complete documentation in regard to work performed, and make note of recommendations made to help overcome persistent problems Ensure all new documentation created to assist troubleshooting is loaded into the knowledge base. Provide feedback on customer satisfaction as required Proactive review of issues/calls, identifying call reduction strategies Values The five values described below capture the essence of the Hospital s culture and play an important role in the way we assess the performance of our teams, staff and managers. Excellence We attain excellence by putting patients first, by taking pride in our work, and by attending to detail. As an organization and as individuals we will recognise and reward excellence in our team. Our commitment to excellence means doing everything as well as it can possibly be Page 2 of 5

3 done. Every role at the Hospital contributes in some way to patient care and so our commitment applies to every member of staff. Teamwork & leadership We recognise and value the importance of teamwork and leadership. Excellent teams are supported by leaders that inspire and motivate them. We expect managers to set standards of behaviour for others to follow and will work to consistently foster the attributes of teamwork and leadership in all of our staff. Care & professionalism Caring for patients is our first priority and is a responsibility shared by the entire staff. We respect the dignity of our patients and treat them and their families with grace and compassion. The Hospital is a close community and we strive to provide a safe environment for patients, staff and visitors. We also respect and care for our staff and colleagues. Recognising the value that each of us brings to a team we treat others equally and in the way that we wish to be treated. Accountability & effectiveness As members of the Hospital community, we are accountable as individuals for our decisions and actions. We understand that we are all responsible for delivering outcomes on a daily basis that improve the lives of patients and contribute toward achievement of the Hospital s vision. Holding each other accountable for these outcomes is a shared responsibility that we take seriously. Though managers ensure that roles and responsibilities are clearly assigned, we expect staff to exercise initiative, discretion and proactivity in carrying out their duties. This will sometimes mean doing things which do not fall neatly into our day-to-day roles. Integrity & Honesty We are committed to integrity and honesty as cornerstones of our relationship with each other, our patients and the community. Accordingly we hold ourselves and our colleagues to the highest standards of professional and personal conduct. Our expectations of behaviour are clearly set out in our Code of Conduct. Page 3 of 5

4 Objectives and Performance Measures 1. Average time for resolution of tickets assigned < 4 hours 2. Assist with user satisfaction assessments as required 3. Ensure strict compliance with change management processes 4. Ability to prioritise requests and effectively manage work demands 5. Establish and maintain a service orientated, customer focused role that supports ongoing operations that drive efficiency, quality, customer service and growth Skills and Competencies 6. Knowledge of desktop operating systems 7. Ability to learn quickly and retain information 8. Flexibility and willingness to work on a rotating roster 9. Competent keyboard and data entry skills 10. Excellent communication skills, and the ability to liaise with multidisciplinary teams 11. Adhere to MUH policies and procedures 12. Demonstrate enthusiasm, and a proactive approach to problem solving Page 4 of 5

5 Our responsibilities As an employer, Macquarie University Hospital will: 13. Provide a safe environment for work 14. Provide equipment that minimizes the risk of harm 15. Treat your personal information with care and discretion 16. Pay you promptly and accurately for the work you have done 17. Provide opportunities for you to develop over time 18. Provide clean amenities for your use while at work 19. Support your health and wellness 20. Provide diligent and timely management of your work Your responsibilities As an employee of Macquarie University Hospital, it is your responsibility to: 21. Read and comply with the Hospital s Code of Conduct 22. Read and comply with the Hospital s policies, procedures and guidelines 23. Carry out your duties safe and diligent manner 24. Notify your manager of any risks you identify in the course of your duties 25. Actively participate in quality and safety activities 26. Actively pursue opportunities for professional development and growth 27. Communicate clearly and politely 28. Actively protect the privacy and security of Hospital information 29. Use equipment and devices for their intended purpose and only after training 30. Check your pay and notify the Hospital promptly of over or under payments Agreement I hereby confirm that: I have read this position description I understand the role for which I am being employed I have read the Hospital s Code of Conduct Employee s signature Manager s signature Page 5 of 5

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