ORGANISATIONAL INFORMATION

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1 Position Title: IT Helpdesk Officer Supervisor: IT Support Coordinator Delegations and Authorities: In Line with Delegations Policy Team: People, Culture & Information Systems Information Management ORGANISATIONAL INFORMATION OUR VISION AND FOCUS ROLE CONTEXT All children have a good childhood - growing up in families and communities where they feel safe, nurtured and have hope for the future. Berry Street chooses to work with children, young people and families with the most challenging and complex needs. We work across metropolitan, regional and rural Victoria. To achieve our vision Berry Street delivers a wide variety of programs, from those aimed at strengthening families and communities through to those that focus on helping people recover from the trauma of violence, abuse and neglect. We group our programs into: community, disability services, education, family services, foster care, residential care, therapeutic services and youth services. Region: Central Band: (A-F) A Date Completed: May 2011 The role has been developed in recognition of the increasing support that staff require both with day to day IT activity and to gain best use of new systems that are in the process of implementation as part of the incoming Berry Street Information Management Strategic Plan. The role will report to the Team Leader, IT Helpdesk. PRIMARY OBJECTIVES OF THE ROLE The IT Helpdesk Officer will be responsible for: Operational management level, dealing with more technical issues such as repairs, maintenance, security and cleaning Creating documentation for other Helpdesk staff, and for our users. OUR VALUES Berry Street expects all staff to apply these values in all aspects of their work. Courage: To be the best we can be and to never give up Integrity: Expect a personal and organisation commitment to honesty Respect: Acknowledge the importance of each person s heritage, traditions, identity, needs and aspirations Accountability: Be responsible for our own actions Working Together: Work with our clients, each other and our colleagues to share knowledge, ideas, resources and skills REPORTING RELATIONSHIPS This role is based at our Richmond Office. It is part of the broader People, Culture and Information Systems team which also includes Information Management, Employee Relations, Payroll, Learning & Development and Corporate Quality & Safety. This role reports to the IT Support Coordinator who will provide supervision and review. This role has 0 direct reports and works in conjunction with 3 other team members. This Position is 0.9 EFT. KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO FULFIL THE ROLE

2 KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO FULFIL THE R KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO FULFIL THE ROLE A capacity and ability to demonstrate Berry Street s Core Capabilities is required to be successful in this role. The Capabilities describe how you will go about fulfilling this role. Berry Street s core capabilities are Demonstrates Leadership, Cultivates Productive Working Relationships, Delivers Quality Outcomes, Thinks Clearly and Manages Self. Further details regarding these capabilities can be found on our website. Please refer to the Band A Capabilities which are applicable to this role. Well developed interpersonal skills and the ability to relate to people with variable IT knowledge and skills. Excellent written and verbal communication skills. Demonstrated commitment to maintaining a professional, tidy and secure IT environment. Common-sense, level-headed approach to problem solving and troubleshooting. Commitment to sharing technical information and working as part of a team. Enthusiasm, flexibility and a customer focussed attitude and a commitment to the values of Berry Street in undertaking the role. Knowledge of demonstrated understanding of and commitment to the principles of equity, diversity and occupational health and safety. QUALIFICATIONS AND OTHER REQUIREMENTS Experience working in community services or related sectors. Staff must hold a valid WWCC, current drivers licence at all times and undergo a Criminal Records Check prior to employment. Subsequently, staff must report any criminal charges or court appearances. DESIRABLE A relevant tertiary qualification in IT, MCSE or appropriate industry certification preferred. WWCC, drivers licence and satisfactory Criminal Records Check

3 KNOWLEDGE, SKILLS AND ABILITIES REQUIRED TO FULFIL THE R KEY ACCOUNTABILITIES AND RESPONSIBILITIES describe the key duties that will indicate your success in your role. ACCOUNTABILITY ACCOUNTABILITY SPECIFIC RESPONSIBILITY SPECIFIC RESPONSIBILITY Helpdesk Support Respond in a timely, professional and friendly manner to requests for support and information regarding software and hardware from relevant staff throughout the state. Maintain communication and liaise with the Service Desk and users during major incidents. Deliver technology projects to client sites, based on the Information Management strategic plan. Create and update Service Desk incidents as directed Assist in non-client technical projects and issues as directed, from time to time. General Participate in ad-hoc project work as required Provide desktop support to Berry Street users Provide technical installation services for new and existing worksites and relocations (servers, PCs and peripherals). Work with the Manager, Information Technology to promote computer literacy and confidence levels across all staff groups. Monitor the compliance of users to Berry Street IT policies, procedures and protocols. Work with the Team Leader, Information Technology to promote computer literacy and confidence levels across all staff groups. Liaise with IT contractors as required. Undertake the responsibilities listed for this position on the Berry Street RTO Roles and Responsibilities Chart and ensure all the RTO policies are implemented. To back up other members of the IT team, undertaking tasks included in the Technical Support Officer role, where it will not impact upon the delivery of the key objectives of this role. Participate in relevant organisational meetings. Provide reports to Manager, Information Technology as requested. Other Other duties as directed

4 CERTIFICATION We have carefully reviewed this Position Description and are satisfied that it fully and accurately describes the requirements of the position SENIOR MANAGER Signature: Date: I have read this document and agree to undertake the duties and responsibilities as listed above. I acknowledge that This Position Description is an indication of the duties and responsibilities that I may be required to undertake. Additional or other duties and responsibilities may be allocated to me, after discussion. Where additional training or support is required to fulfil additional or other duties of a similar level of responsibility it will be provided. The Position Description will be reviewed regularly in consultation with me. The Key Goals, where included in this document, are indicative. Goals will be set by Berry Street after discussion with me, for each year (or other set period) and my performance will be reviewed against those goals. OCCUPANT Name: Signature: Date: Note: A copy of the final Position Description must be forwarded to the Human Resources Team for inclusion in the Position Description Master File.

5 CONDITIONS OF EMPLOYMENT 1. This position is for 68.4 hours per fortnight. And is time limited for 12 months. There is no paid overtime, but any extra hours worked will be accrued as Time-in-Lieu according to the Berry Street Enterprise Agreement. 2. You will initially be employed at Richmond but may be required to work from other Berry Street sites (on a temporary or permanent basis) as directed from time to time 3. Terms and conditions of employment are in accordance with the Berry Street Victoria Enterprise Agreement, which includes above Award payments and eligibility for remuneration packaging. Salary packaging is available to full-time and 0.8 staff to a maximum value of $16,050 and a maximum value of $12,000 to all other permanent part-time staff, in line with our Salary Packaging policy. 4. The salary for this position is based on $45, (pro rata) under the Berry Street Enterprise Agreement. 5. Superannuation will be paid according to Superannuation Guarantee into a compliant fund of your choice or into HESTA Superannuation Fund. 6. The successful applicant will be required to undergo satisfactory pre-employment checks, including 3 professional referees, a pre-existing injury/disease declaration, a criminal records check and proof of identify and qualifications (where relevant). 7. The successful applicant will initially be employed for a probationary period of 3 months. During this period, either party can terminate employment with one week's notice. A probationary review before 3 months will be undertaken. 8. The successful applicant must possess a current Working With Children Check, or must apply for one prior to commencing employment. 9. The successful applicant must possess a current Driver s Licence, which must be sighted. 10. Agency vehicles are available for authorised use and these should be used at all times for work-related purposes, in accordance with the Berry Street Motor Vehicle Policy. However, if you are authorised to use your own vehicle for work-related purposes, you will be paid an allowance per kilometre, which includes provision for comprehensive insurance and other running costs. Berry Street is unable to insure private vehicles owned by staff and will not accept any liability for damage to any staff vehicles incurred while being used for workrelated purposes. 11. Under Victorian WorkCover legislation, it is the applicant s duty to advise Berry Street of any pre-existing medical condition, which could be aggravated by the type of employment for which they are applying. The existence of a medical condition will not preclude you from employment, unless you are unable to perform the inherent requirements of the position. However failure to disclose any relevant injury or disease will jeopardise any entitlement you may otherwise have for a work-related aggravation of that non-disclosed pre-existing condition. 12. Berry Street has a smoke-free workplace policy.

6 INHERENT REQUIREMENTS OF WORK ACTIVITIES / ENVIRONMENT Following is a table that outlines the main physical and psychological requirements of the position, for assessment by you and/or your medical practitioner. Element Work Environment Manual handling Administrative Tasks Transport Key Activity Manage demanding and changing workloads and competing priorities. Work in a team environment and at times independently. Work office hours with the possibility of extended hours and on call duties. Use technology including photocopier, telephones including mobiles, fax, electronic whiteboards, television and videos. Work in open plan offices and two storey buildings. Sit at a computer or in meetings for extended periods. Work in locations geographically separated from management. Undertake manual handling (eg: lifting pulling, pushing, moving, transferring, digging, twisting, restraining, supporting) of equipment, which would be of varying weight and size. Undertake administrative tasks that may include the following: computer work, filing, writing tasks, participating in meetings and concentrating for long periods of time. Drive vehicles possibly over long distances and in all traffic and weather conditions. Use public transport including trains, buses, trams and taxis. Frequency Regular Regular Occasionally Occasionally APPLICATION PROCEDURES For further information, please contact Jurgen Schaub on (03) Applicants must include a covering letter, which addresses all key selection criteria and attach a resume which details employment history. Applicants must also include the names and contact numbers of three professional referees (include current and previous employers) who can provide comment on key selection criteria. Applications should be ed to

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