IT Help Desk Engineer / Audio Visual Technician

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1 Position description IT Help Desk Engineer / Audio Visual Technician Position title: Help Desk / Audio Visual Engineer Division/Department: Information Technology Services Position reference: WEHI/CAHD Remuneration range: Classification: Work location: Parkville Employment type: Full time Further information: Andrew McInneny, Position reports to: Help Desk Manager Closing date: Friday 3 July 2015 Positions reporting to this one: None Position overview Help Desk / Audio Visual Technician will contribute to the effective, timely first level support for all services that are managed or hosted by the Information Technology Services (ITS) Department at the Institute. The role is responsible for receiving all incoming service requests and issue reports, recording those communications in the help desk management system, and actioning those requests and issues in a timely fashion and with appropriate priority as directed by the Help Desk Manager. Additionally, the role will be required to assist with the operations and support of Audio Visual systems at the Institute. Organisational environment The Walter and Eliza Hall Institute of Medical Research The institute, established in 1915, currently houses 15 research divisions, containing around 81 laboratories and around 1,000 staff and students, with an annual budget of approximately $100 million (AUD). The institute s research focuses on cancer (breast, cancer, leukaemia, lymphoma, multiple myeloma, lung cancer, colon cancer, and ovarian cancer), infectious disease (malaria, tuberculosis, HIV, and hepatitis) and chronic inflammatory and immune diseases (coeliac disease, type 1 diabetes, rheumatoid arthritis and transplantation) and continues a strong tradition of collaboration and interdisciplinary programs. The institute has a strong national and international reputation for performing highly influential research and for translation that leads to long term improvements in disease, diagnosis and treatment. The institute s main laboratories are located within the Parkville precinct, a vibrant hub for life science research, Page 1 of 5

2 education and healthcare provision. In addition, the Walter and Eliza Hall Institute Biotechnology Centre is located 30 minutes from Parkville at La Trobe University s R&D Park in Bundoora. The Biotechnology Centre features facilities for high-throughput chemical screening, medicinal chemistry, antibody production and malaria containment. The centre also functions as an incubator for the institute s biotechnology companies. Organisational objectives Discovery and translation To make discoveries that shape contemporary scientific thinking, increase understanding and improve prevention, diagnosis and treatment of cancer, immune disorders and infectious diseases. Education and training To educate and train world class scientists and to attract, develop and retain the best and brightest workforce. Organisational culture To provide a vibrant and inspiring organisational culture that encourages, promotes and rewards excellence, collaboration, innovation, creativity and respect. Engagement To engage with our stakeholders to improve outcomes, building support and secure resources for medical research. Sustainability To build infrastructure, professional services and funding that sustains our research and maximises the time our scientists can spend making discoveries. Organisational values Pursuit of excellence Integrity and mutual respect Collaboration and teamwork Creativity Contribution to society Accountability Page 2 of 5

3 Key responsibilities Ensure all requests and issue reports are processed in a timely fashion and with appropriate priority. Ensure that all service requests and issue reports are captured in the Help Desk Management System. (HMS) Monitoring HMS and action requests and reports in a timely manner. Analyse and prioritise issues. Resolving issues within own area of technical expertise. Escalate issues to IT management or specialist staff as appropriate. Manage user communications, user expectations and user satisfaction. Ensure that help desk communications with users are courteous, concise, accurate, appropriately informative and timely. Promote the Help Desk service to the user community. Support and operate Audio Visual (AV) Systems Assist with on-site operation of AV systems as required. Continuously improve Help Desk services Make recommendations to Help Desk Manager. Develop technical competencies and knowledge of Institute systems to be better equipped to solve user issues and requests. Key selection criteria Personal qualities Communication: Excellent communication skills, both written and oral, including the ability to anticipate the interests and knowledge level of an audience and present information and feedback accordingly. Problem Solving: Proven ability to investigate underlying issues of complex and ill-defined problems and develop appropriate responses by adapting/creating and testing alternative solutions. Adaptability: The ability to effectively manage a number of competing priorities simultaneously, and carry out non- Page 3 of 5

4 routine tasks under the limited direction from senior staff. Team Oriented: The ability to work as an essential part of a team, working collaboratively with shared purpose to contribute to problem-solving and creative solutions. Knowledge and skills This is a hands-on technical role and the successful applicant will be required to demonstrate the required level of technical competency in Apple and Microsoft client technologies. Education/Qualifications: Tertiary qualification in Information Systems, Software Engineering or related discipline. Demonstrated networking and computational knowledge. Customer service Customer focus and a passion for delivering exceptional customer service. Experience working in a research environment (preferred). Experience working with request management systems (preferred). Occupational Health and Safety Comply with institute Health and Safety Policies and Procedures. Take reasonable care of own safety and the safety of others around. Use Personal Protective Equipment (PPE) and safety devices appropriately. Report all hazards, incidents and injuries. Attend training programs as documented in individual training needs matrices. How and where to apply Applicants are encouraged to submit a cover letter, current resume and three referees to quoting the position number. Please address each of the key selection criteria separately in a written document. Page 4 of 5

5 Diversity The Walter and Eliza Hall Institute is an Equal Opportunity Employer. The institute encourages and welcomes interest from Aboriginal and Torres Strait Islanders for roles within the institute. Privacy notification The collection and handling of declarations and personal information relevant to your employment will be consistent with the requirements of the Privacy Act Page 5 of 5

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