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1 Page 1 of 5 Position Description Service Desk System Stage: Issued Version: Group: HR/OHS/Education Reports To: Manager - IT and Communication Employment Status: As per Appointment Letter Grade/Award: As per Appointment Letter Primary Objective: To insure projects and day to day operations are managed to achieve KPI's and common business goals. This role will be required to be the final escalation point for all issues and problems for the service desk and the Feros Care technical infrastructure. This role will manage all communication to the business about service interruptions when they occur, as well as manage the implementation and general maintenance of software and hardware. Key Responsibilities: Service Desk - Support Provide phone support to include answering of Service Desk phones and oncall mobile as required Provide Second to Third level support of all Feros Care Information Technology assets Provide Second to Third level support of all Feros Care Information Technology software Detect and record incidents and problems in detail Provide sites and users with remote and central support Resolve problems in accordance with SLA's Resolve escalated incidents in accordance with SLA's Escalate incidents and known problems to Management as required Assist with setups including technology, orientation and training of users Provide ongoing training to users Document disaster recovery procedures and processes Maintain network security including network access control Monitor network devices Undertake data entry as required Carry out application testing of patch upgrades and enhancements Document all procedures and processes for training and provide internal department references as required Monitor invoicing, service usage and performance of communications Investigate and make recommendations on emerging trends in communications and associated innovations.

2 Page 2 of 5 Work with services and staff to realise the full potential of the communications infrastructure within Feros Care Monitor and manage the IT Service Desk queues within agreed service levels. Sustain a 90% satisfaction rating of service desk activities across Feros Care staff Report meaningful data for managers and users from the various information systems Communicate and approve all change control procedures Maintain high levels of communication with the business Backups and testing of backups Assist in Disaster Recovery activities to enable business continuity of all IT infrastructure and communications as required Create and update detailed infrastructure design diagrams Procurement Process approved orders for Technology and Communications Manage hardware and warranty replacements Maintain inventory records for technology and communication equipment Approve invoices within own delegations Project Work Detailed documentation on all projects Deliver projects on time Deliver project deliverables within scope Effectively manage time between support and project work Vendors Liaise with key support software and hardware vendors for incident resolution, advice, quotes and upgrades Culture Promote and develop a culture within the team that reflects the values and care principles of Feros Care by: Ensuring all staff feel they are a valued and important contributor to the team (Everyone Matters) Promoting and committing to a continuous journey of personal growth of all staff and clients (Life Long Learning) Creating an environment of ensuring laughter and purpose for both clients and staff (Positive Energy, Fun) Striving to do the best we can always (Service Excellence) Thinking outside the square to inspire new ideas (Innovative Thinking) Committing and accountability to the professional and ethical standards of behaviour, individually and within the team (Absolute Integrity) Occupational Health and Safety: Maintain a safe and healthy workplace and demonstrate leadership through active participation in OHS through: Ensuring staff have the required resources, skill, ability and competence to safely carry out the duties of their roles, Consultatively identify and implement strategies to improve OHS

3 Page 3 of 5 Managing hazards ensuring control measures are implemented in accordance with the hierarchy of control (outlined in the Feros Care Risk Management Manual), Investigating incident reports, reviewing data, undertaking incident investigations and implementing improvement action. To manage key stakeholders Key Competencies: 1. Results Focus: Pursues work with energy, drive, and a need for completion Applies innovative ideas Adapts to varying work situations and is flexible in your approach to resolving challenges Takes initiative with a clear business purpose in mind Continually seeks to improve business processes 2. Client Service Focus: Commitment to client centred care delivery Anticipates client's needs Provides services in a respectful manner Delivers services accurately and on time Establishes and maintains a professional relationship with clients Suggests ways to improve processes to fulfil customer needs 3. Interpersonal Communication: Acts with integrity Treats others with respect Communicates openly and honestly Communicates with tact Resolves conflicts in a positive way Expresses self verbally in a clear and organised way Expresses facts and thoughts in writing in a clear and organised way 4. Personal Effectiveness: Develops self and others Continuously learns and develops Identifies own strengths and weaknesses Helps co-workers learn and develop and assist when they are having difficulty Defines and solves problems Takes responsibility for actions Uses time and resources wisely Organises and prioritises work Prepares for potential problems before they occur 5. Teamwork: Values the input and know-how of other team members Asks for help when needed Offers help to other team members when needed Builds trust and respect among fellow team members Takes actions that demonstrate consideration for the feelings and needs of others. 6. Understanding the Business: Ensures that everyone understands each other's roles and responsibilities and how they relate to business results. Aligns team goals with those of the organisation. 7. Leadership:

4 Page 4 of 5 Uses position power to support team and individual efforts Gains support of others to accomplish work Uses knowledge of organisation and relationships to achieve results Thinks big picture Communicates vision for organisational success that sparks excitement in others Sets direction for the future as well as the present Uses knowledge of emerging trends and external forces to set direction Rewards behaviour that supports organisational values Confronts inappropriate behaviour Communicates high standards and expects ethical behaviour Leads by personal example Keeps confidences and honours commitments Rewards employees who demonstrate integrity in the face of adversity Manage risk including OHS risk Criminal History: This position requires a mandatory Australian Federal Police check to be conducted, if chosen to be the successful candidate. Where the position is required to provide a service to persons under the age of 18 years, a Working With Children Check must also be conducted. Essential Criteria for Position: Experience in leading a team Proven project management skills Xenapp Citrix VMware (High Availability Clustering a Must) Data Centre Technologies such as; Dell equallogic sans / iscsi switching Veeam Backup and replication Windows 2008 R2 / Active Directory /group policy / Windows 7 Exchange 2010 Linux Ubuntu / Postfix / Nagios / dovecot (or similar CENTOS) Networking Layer 2/3 dell switches / Sonicwall Firewall (or similar CISCO, HP) SharePoint 2010 (Must) ITIL Change/Incident/Problem Management (Certificate or referenced experience) Degree in computer science or Microsoft MCSE/MSCA/VMware/Citrix certifications Desirable Criteria for Position: Aged Care experience Report writing skills Development and scripting Sysaid Sage accounting Connex ehr The Care Manager Lifesize video conferencing

5 Page 5 of 5 Quest Archive manager Summary of Specific Responsibilities Defined in TEST Only : Information Technology (R) (Hidden) Responsibility Service Desk System Other related Team/Group based responsibilities for Service Desk System Approval I approve the above Position Description Signed:... Date:... /... /... Position:... (Supervisor/Manager) Incumbent Statement : I have read, understand and accept the above Position Description. Signed:... Date:... /... /... Author: Glenn Payne Created: 15/05/2013 Owner: Manager - Information Technology & Communication Completed: 15/05/2013 Template: Doc Id: Session: Next tpg/x3docgrp4.asp 23678/ Review: 17/05/2014 Authorised: Reviewed: Issued: Keywords: information technology communication team leader technical support