ICT Technical Support Coordinator

Transcription

1 ICT Technical Support Coordinator The Sydney Cricket & Sports Ground Trust has the responsibility and privilege of managing two of Australia s premier sporting venues. Highlighting the true glory of sport both past and present, the Sydney Cricket Ground and Allianz Stadium are an integral part of Sydney s rich sporting and cultural life. Reporting to the ICT Manager the Technical Support Coordinator is responsible for the coordination of the ICT Service Desk including queue management, assignment of tickets, second level escalation and providing reporting. There is a requirement to provide ICT support on an event day, acting as the primary point of contact for any ICT related queries and either resolving or escalating as necessary. As directed by the ICT Manager, this role will also be assigned special projects to assist in the effective day-to-day running of the Trust s ICT department and systems. Qualifications/Experience B Degree in IT/or similar. 2-3 years or more experience in ICT disciplines. Specialised ICT training including Cisco StadiumVision Director desirable. Experience managing device inventory (e.g. loan laptops) Corporate audio/visual experience desirable How to apply If you are looking forward to the challenge of working in the dynamic events industry and have the relevant skills and enthusiasm to join our team please obtain a copy of the role description from the employment section of our website at and select two of the key accountabilities and provide a one paragraph summary to demonstrate an example of how you met/achieved the results of the accountabilities in a previous role. Your application must include a covering letter (maximum two pages) and an up-to-date resume of no more than five pages. Due to the volume of applications we are likely to receive we will only contact those who are selected for an interview by phone and others via . APPLICATIONS CAN BE ED TO: hradmin@scgt.nsw.gov.au APPLICATIONS CLOSE: Friday 27 May 2016 Applicants must be Australia citizens or permanent residents to be considered. In the interests of safety, employment is subject to background checks (including Criminal History Record). The Sydney Cricket & Sports Ground Trust values social and cultural diversity and is committed to the principles of equal employment opportunity and the provision of a safe and healthy work environment.

2 Role Description POSITION TITLE REPORTS TO ROLE CLASSIFICATION ROLE TYPE DIVISION DEPARTMENT DATE Technical Support Coordinator ICT Manager Maternity Leave Cover (Full Time) Employee Membership & Marketing Information & Communications Technology May Purpose of the Role The Technical Support Coordinator is responsible for the coordination of the ICT Service Desk including queue management, assignment of tickets, second level escalation and providing reporting to the ICT manger. There is a requirement to provide ICT support on an event day, acting as the primary point of contact for any ICT related queries and either resolving or escalating as necessary. As directed by the ICT Manager, this role will also be assigned special projects to assist in the effective day-to-day running of the Trust s ICT department and systems. 2. Key Accountabilities This position is a customer focused role within the Sydney Cricket and Sports Ground Trust s ICT area. Provide support to users and solve non-complex problems to minimise system down-time and loss of productivity

3 Complete simple / standard set-up activities for computers, printers, multifunction devices, audio-visual equipment and other ICT systems in line with Service Level Agreements to ensure compliance with organisational standards Monitor the performance of systems and assist with the identification of potential issues and propose solutions Contribute to the development of reference materials to assist the ICT support community through maintenance of documentation on system configurations and technical processes Ensure all ICT Service Desk requests are adequately prioritised and assigned within the ICT team First point of escalation for ICT Service Desk requests Ensure all Service Desk requests are actioned according to priority and provide follow up if necessary for requests closures Provide Service Desk reporting, type and frequency as agreed with the ICT Manager Support for corporate audio/visual requirements (e.g. meeting room a/v technology setup/support for meetings) Assist the ICT Manager with policy development Issue Reporting, diagnosing, troubleshooting and escalation if necessary. Coordination with Facilities Department and external contractors for the maintenance and replacement of the Trust s TV screen inventory, including request management, placing orders and coordinating installations. Assist the ICT Manager with the review and development of records management practice and procedures, and control systems, as well as coordinating audits of all records systems on regular basis. Onsite support for ICT requests on event days. 3. Key Challenges Meeting numerous deadlines through priority assessment and application of operational guidelines for the effective running of the ICT Help Desk. Coordinating stakeholders (both internal and external) in order to ensure timely resolution of ICT Service Desk requests, in line with established customer service standards. Effective time management in order to effectively prioritise Help Desk requests and any other project work required. Encourage customers and internal stakeholders to follow procedures and processes when logging incidents and requesting changes. 4. Key Relationships Internal Manager and Work Team Day to day contact with the ICT Manager to escalate issues, keep informed, advise and receive instructions Regular interaction with the ICT team to participate in meetings to represent work group prospective and share information Support team, work collaboratively to contribute to achieving the team s business outcomes

4 External Relationships Clients/Customers Participate as a member of NSW TRIM User Group. Liaise with external vendors or suppliers for the provision of support for the records and ICT services and other projects as required. Resolve and provide solutions to issues. 5. Capabilities of the Role Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contracts Project Management 6. Focus Capabilities for the Role Capability Group and Name Personal Attributes Manage Self Relationships Commit to Customer Service Level Behavioural Indicators Adapt existing skills to new situations Show commitment to achieving work goals Show awareness of own strengths and areas for growth and develop and apply new skills Seek feedback from colleagues and stakeholders Maintain own motivation when tasks become difficult Support a culture of quality customer service in the organisation Demonstrate a thorough knowledge of the services provided and relay to customers Identify and respond quickly to customer needs

5 Results Deliver Results Business Enablers Technology 7. Role Dimensions Decision making Dimensions Consider customer service requirements and develop solutions to meet needs Resolve complex customer issues and needs Co-operate across work areas to improve outcomes for customers Complete work tasks to agreed budgets, timeframes and standards Take the initiative to progress and deliver own and team/unit work Contribute to allocation of responsibilities and resources to ensure achievement of team/unit goals Seek and apply specialist advice when required Apply computer applications that enable performance of more complex tasks Apply practical skills in the use of relevant technology Make effective use of records, information and knowledge management functions and systems Understand and comply with information and communications security and acceptable use policies Support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies Autonomous decisions can be made regarding day-to-day processes within appropriate guidelines (with limited consultation with ICT Manager). Consultation and approval should be sought for major decisions. Collaboration is required within the ICT Dept and across all stakeholders within the Trust. 8. Qualifications/Experience B Degree in IT/or similar. 2-3 years or more experience in ICT disciplines. Specialised ICT training including Cisco StadiumVision Director desirable. Experience managing device inventory (e.g. loan laptops) Corporate audio/visual experience desirable 9. Workplace Health and Safety

6 All workers are required to follow the Sydney Cricket & Sports Ground Trust s Work Health & Safety Policy and associated health and safety procedures as a condition of employment. As required by the NSW Work Health & Safety Act 2011 workers are required to: Take reasonable care of their own health and safety, and Take reasonable care that their own acts or omissions do not adversely affect the health and safety of any other person in the workplace and Comply with any reasonable instruction given by the Trust or its management which allows the Trust to comply with its legislative requirements. Employees with management or control of a workplace may have duties under the act in addition to those stated above. Furthermore all employees shall: Ensure they are physically and mentally fit for work and are free from the effects of alcohol and/or drugs at all times whilst present in the workplace Report all hazards, incidents and near misses to their supervisor as soon as practicable after being made aware of such Take reasonable steps to ensure your work area does not place yourself or others at risk of injury or illness. 10. Other Requirements Flexibility in work hours including weekends, public holidays and out of hours work. Must attend staff training, workshops and meetings as and when required.