Ambulance Victoria Position Description

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1 Ambulance Victoria Position Description Position Title: Service Desk Officer Division: Information & Technology Reports To: Service Desk Manager Direct Reports: Nil Employment Conditions: Rural Ambulance Victoria Health Services Union ( Management and Administrative Staff) Collective Agreement 2006 Primary Objective: Provide effective first level support to users of AV s Information and Communications Technologies (ICT), including logging all incidents/requests, incident resolution, provisioning of equipment and services; escalating high priority incidents to I&T support staff and management. Provide 24 hour ICT support and other services as rostered. Responsibility for Quality: To take responsibility for quality support processes including excellence in customer service (verbal & written), well thought out technical resolutions and professional conduct at all times. Behaviours: Achievement: Self-Actualising: Humanistic-Encouraging: Affiliative: Achieves self set goals Receptive to change Encourages growth and development in others Believes that individual effort is important Creative problem solver Accepts and shares responsibility Non-defensive Trustworthy Resolves conflicts constructively Takes on challenging tasks Self respecting Involves others in decision making Insightful in diagnosing problems Motivates by serving as a role model Cooperative Friendly Genuine in concern for others Accepts change Ambulance Victoria Date of Issue: July 2009 Number: Page 1 of 5

2 Occupational Health & Safety: Understand, observe and adhere to all safe working procedures and maintain safe work practices. Decision Making Authority Key Contacts Without referral to manager Prioritisation of the Service Desk Ticket queues After consultation with manager or others Escalation of more complex issues Referred to manager or others Resolution of sensitive matters Matters requiring approval Contact Service Desk Team Members Service Desk Manager Other I&T Support Staff All AV End Users Ambulance Victoria Date of Issue: July 2009 Number: Page 2 of 5

3 Key Accountabilities Key result area Key Accountabilities Performance measures Support for ICT and other services Respond to the demand of the service desk phone, self service and s queues Resolve as many technical incidents as possible Resolve I&T administration and equipment service requests Report accurately all information being reported by a user and actions taken by service desk Assign what cannot be resolved at service desk to 2 nd level support groups Escalate issues when required to enable satisfactory resolution Adhere to system security whilst enabling users to perform their role in the organisation Follow AV s High Priority process to keep users and business areas informed. Publish information on system outages, system changes and other developments on behalf of the IS division Participate in the 24 hour duty roster Create and update user and technical documentation as required Maintain a clean and professional environment in the Service Desk Provide exceptional customer service Adhere to clearly-defined processes and procedures in a process-driven environment Other tasks as required Response to incoming demand from users Timeliness and effectiveness of issues resolution Level of satisfaction of end users Timeliness of response to service requests Accessibility of information for end users about the services and activities of IS Efficiency and effectiveness of 24 hour service provided Evidence of the provision of exceptional customer service Ambulance Victoria Date of Issue: July 2009 Number: Page 3 of 5

4 Key Accountabilities Key result area Key Accountabilities Performance measures Organisational Expectations Adhere to the AV code of conduct, policies and procedures which incorporates AV s organisational expectations employees and managers as amended from time to time. This includes but is not limited to, Health and Safety, Quality, Business Continuity and Risk Management Responsibilities. Compliance with ICT Security policies and practices Evidence of adherence to AV code of conduct, policies and procedures Adherence to ICT policies and practices Ambulance Victoria Date of Issue: July 2009 Number: Page 4 of 5

5 Selection Criteria Qualifications and experience One to two years experience delivering level 1 support in a corporate or government I.T. service desk environment Solid knowledge of MS Windows Operating system environment (XP, 2007) and MS Office suite of applications (2003 & 2007) Solid experience delivering quality customer service via phone and Solid working knowledge of desktop computing concepts and support strategies Relevant Information Technology post secondary qualification is desirable Current Victorian Drivers Licence desirable not essential Key attributes Exceptional I.T. support skills High level of accuracy and attention to detail Excellent customer service skills and a commitment to service excellence Well developed analytical and problem solving skills Effective time management and prioritisation skills Well developed communication and interpersonal skills Willing to take part in a 24x7 shift roster Ambulance Victoria Date of Issue: July 2009 Number: Page 5 of 5

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