JOB AND PERSON SPECIFICATION Position Title: IT Helpdesk & Infrastructure Officer Reports Directly to: Team Leader Information Technology Responsible for: NA Member of: Infrastructure Team Grade: 4 About St John St John is a charity in the South Australian community working for the Service of Humanity. Our vision for the future, whether acting alone or in partnership with others, is the provision of charitable and humanitarian services to individuals, groups and organisations. Our relief work for persons in sickness, distress, suffering or danger recognises no barrier of race, colour or creed. Within South Australia, St John engages some 2,000 volunteers supporting the community in the provision of First Aid services and Community engagement. St John also employs approximately 90 paid staff, located at State Office and across the state. Purpose of the Position The role is primarily focused on the delivery of support for problems, requests for service, administration and infrastructure project activities. This includes ensuring the services provided to business units meets IT service levels and achieves a high level of customer satisfaction. The Helpdesk also manages the IT Helpdesk providing support to all business units and members. St John Values Skilled Resilient Dynamic Respectful Courageous Accomplishing amazing amounts of work, demonstrating consistently strong performance others can rely on and making wise decisions Maintaining calm in stressful situations, making tough decisions without excessive agonising, discovering practical solutions to hard problems, taking smart risks and being tenacious Seeking and creating new ideas that prove useful, learning rapidly and eagerly, keeping St John nimble by minimising complexity and finding time to simplify, focusing on great results rather than on process, exhibiting bias to action and displaying a true can do attitude Upholding the importance of what it means to be a St John member, treating all people with respect independent of their status, saying only things about fellow members that would be said to their face, working with others in the best interests of St John, listening well to better understand, making time to help other members and sharing information and advice openly and proactively Questioning actions inconsistent with our values, inspiring others with a thirst for excellence, caring intensely about St John s success, admitting mistakes and being ego-less when searching for best ideas 1
Special Conditions Some out of hours work may be required Provide after-hours Helpdesk support to Members of a minimum of 5 hours per week Current South Australian Driver s License Must be prepared to relocate within St John should the need arise The incumbent is required to hold a National Police Certificate (NPC) via Crimtrac prior to commencement of employment with St John. Continued employment is subject to the maintenance of a satisfactory NPC. Will be required to undertake Child Safe Environments training within the first 6 months of employment. Organisational Relationships General Manager Finance & Infrastructure Personal Assistant Senior Manager Infrastructure Team Leader Information Technology IT Helpdesk & Infrastructure Officer Key Responsibilities Supervise the day to day running of the IT Helpdesk and Helpdesk resources Provide reports on Helpdesk service levels to Team Leader IT and St John Executive management Maintain all IT hardware and infrastructure Manage the administration of network users and their defined access levels / roles Maintain compliance with the IT Security Policy Maintain the organisations Standard Operating Environment Acquire, install, maintain and dispose of IT and telecommunications assets, under the direction of the General Manager Finance & Infrastructure Report upon network performance and outages Support IT and St John Executive Management in the transformation of the organisation s IT capability, whilst ensuring business-as-usual environment is maintained Under the direction of the Team Leader IT, lead systems recovery efforts should the IT Disaster Recovery Plan be activated In conjunction with IT management, innovate processes, tools and operating procedures to better the organisation s IT capability Perform detailed and systematic problem determination and identify appropriate resolutions 2
Understand the St John Strategic Plan and the accompanying ICT Strategy and actively contribute to achieving it Maintain a positive relationship amongst team members and customers across the organisation Utilise the support of the professional development process to identify and develop professional skills and personal capabilities as they relate to this role. Act as Subject Matter Expert, when required, to support the transformation of the organisation s IT capability, under the direction of the Solutions Architect. Key accountabilities Operations Execute business unit objectives, actions, policies, and operating procedures Support activities that contribute to business results Ensure efficient performance of the Helpdesk system and deliver outcomes for Helpdesk customers In line with IT policies, develop procedures that ensure compliance with policies and legislation Provide advice and guidance to managers, staff other internal stakeholders in IT capabilities Ensure IT Infrastructure performs to within recognised benchmarks Stakeholder Management Ensure customer service standards required by St John are maintained at all times Grow customer satisfaction ratings from Helpdesk customers Provide status reports to stakeholders as required Financial Management Provide data to the General Manager Finance & Infrastructure so as to adhere to and contribute to future operating budgets Ensure compliance to all St John financial policies and procedures Risk Management As an employee of St John, contribute to the active identification, mitigation, monitoring and reporting of risks as they relate to the IT team, specifically the Helpdesk Work Health & Safety requirements Maintain current First Aid Certificate, Manual Handling and Infection Control Training Ensure work station is kept safe and tidy Undertake work station self-assessment on an annual basis Follow safe and healthy work practices at all times, including reporting of hazards and incidents immediately, and referring WH&S issues and requirements to Managers Core Competencies, Skills and Experience PEOPLE Communication Uses appropriate styles and methods/mediums for the particular audience Uses positive and inclusive communication techniques Gathers and disseminates information appropriate for the team Messages delivered are clear and articulate 3
Team Work Self Management SERVICE DELIVERY Customer Focus Problem Solving Results Focused Innovation Decision Making CONTROLS Resources Managing Risk Quality Workplace Health & Safety Change Actively promotes the St John values and positive culture Actively participates as a member of a team Values contributing to teamwork in order to achieve goals Foster a team environment, welcoming co-operation and collaboration Able to prioritise own work tasks appropriately Negotiates with managers, peers and direct reports in order to achieve goals Aware of own emotions and those of others, takes these into consideration when acting Self-motivated and diplomatic Develops and sustains productive internal and external customer relationships Understand and is responsive to customers objectives and needs Readily readjusts priorities to respond to changing customer demands as appropriate Uses logical reasoning to work through issues Identifies pragmatic well rounded solutions All actions support the Business Unit plan Knows what outcomes are required and focused on delivering these Maintain focus at all times Seeks out creative opportunities to improve, streamline and reinvent work processes Is receptive to and contributes new ideas and solutions Applies original thinking in approach to improving processes, methods and systems Considers different perspectives when making decisions Decision are clear, consistent and transparent Distinguishes relevant from irrelevant information Decisions are made in a timely manner Resources are used effectively and appropriately ensuring minimal waste Resource utilisation complies with policy Takes actions in which the benefits to the efficiency and effectiveness of service delivery are weighed against potential risk Contributes to prevention and detection internal controls for team Is aware of and undertakes training to enhance and support continuous improvement efforts Strives for efficient, effective high quality performance in self Takes initiative to make improvements Maintains required training and qualifications for self Responding appropriately when risks identified or an incident occurs Demonstrates support and flexibility for organisational change and attainment of organisation goals Adapts to changing needs, conditions and responsibilities 4
Job Specific Competencies, Skills and Experience Skills Ability to make decisions, within delegated authority parameters Ability to represent St John SA internally and externally Strong relationship-building skills, with both internal and external stakeholders Highly motivated and enthusiastic, with excellent people management and communication skills Highly developed written and verbal communication skills Demonstrated ability to work independently and take ownership Ability to influence and negotiate with all Members of St John Attention to detail Experience 5+ years experience working in a similar role Hands on experience installing, configuring and maintaining VMWare Demonstrable experience in supporting IT infrastructure including networks, security and hardware Knowledge Comprehensive technical knowledge of network and PC operating systems Strong technical knowledge of current network hardware, protocols and standards Understanding of equipment utilised at St John (desirable) Exposure to, or an understanding of, the dynamics and drivers of charitable organisations (desirable) Essential Qualifications Tertiary qualifications in an IT discipline or substantial experience in a similar field Training in approved VMWare virtualisation Microsoft certified courses in Windows Server, Active Directory and Exchange Server Acquire (if not already held) and maintain current First Aid certification General Position Information This is a two (2) year contract position currently based in the State Office in Unley. Nominal working hours are Monday to Friday 8.30am to 5.00pm however the position requires some flexibility due to the nature and timing requirements in an IT environment. A minimum of 5 additional hours in a payroll cycle, to facilitate after hours support for volunteer members, staff and for Security System calls, may be put in place as needs demand. J&PS Review and Acceptance Name: Job Holder Signature: Date: Name: Supervisor / Manager Signature: Date: 5