Document ID Number: (Records use only) File Number: P (Records use only) SWAN HILL RURAL CITY COUNCIL POSITION DESCRIPTION TITLE: INFORMATION TECHNOLOGY ADMINISTRATION OFFICER AWARD: PARTS A & B SWAN HILL RURAL CITY COUNCIL ENTERPRISE AGREEMENT 2014 CLASSIFICATION: MUNICIPAL EMPLOYEE WITHIN BAND 4 TEMPORARY FULL TIME NAME OF OCCUPANT: VACANT APPROVED: Warren Taylor (Supervisor) Information & Technology Manager DAVID LENTON Director Corporate Services DATE:... ACCOUNTABILITY STATEMENT The IT Administration Officer is accountable to the Information & Technology Manager to provide effective, efficient and courteous provision of administration and clerical support to Council s Computer and Telecommunications Systems including the provision of support to system users. POSITION OBJECTIVE Assist with the administration and application of efficient and effective Computer and Telephone Systems on an ongoing basis throughout Council and associated Organisations, including involvement in continuous development of such a system and provision of support to users of the system, ensuring the highest possible standards of presentation and communication. KEY RESPONSIBILITY AREAS The Information Technology Administration Officer will provide key support in the following areas:
2 SHRCC Corporate Applications Under supervision and with guidance available: Document existing Departmental Business Processes Review existing Business Processes for possible improvements Review existing manual Business Processes for possible automation Ensure possible Business Process improvements are documented and recommended to Council departments and SHRCC IT. Service Desk Under supervision and with guidance available: Receive support calls from various IT support channels Log support calls in the SHRCC IT Call tracking system. Allocate and escalate support calls within the Call tracking system. Assist as required with the daily operational IT tasks. General Administration Under broad supervision: Process invoices associated with the Information Technology Program and ensure timely payment to creditors. Provide accurate reporting on expenditure against the IT Program Provide Program Manager s with IT related expenditure and Services Provide accurate reports on IT Services provided to Council from external vendors Maintain accurate accounts for all IT related Services Process Purchase Orders in line with IT Program requirements Provide accurate reports on IT Support Calls and Call resolution times Provide appropriate exception reporting against Provide other administrative tasks as directed by the IT Services Manager
3 Occupational Health and Safety Comply with all Occupational Health and Safety procedures and requirements. Observe and comply with Council's Risk Management Policy and Procedures and undertake the requirements of the position with reasonable care in relation to personal health and safety and the health and safety of other staff. Carry out such other duties as directed by the Information & Technology Manager within the incumbent s area of expertise. ACCOUNTABILITY AND EXTENT OF AUTHORITY Accountable for providing timely advice and support to the Information & Technology Manager to maintain a sound Information Technology Program. This position works within established standards and procedures to achieve the stated objectives. Guidance and advice is always available from the Supervisor. Ensure all work activities are undertaken in a safe and effective manner based on accepted industry practices. Expenditure may be committed for up to $2,000 without prior approval from the Information & Technology Manager. Timely and accurate production and presentation, of all outputs generated by this position. Exercise loyalty, good judgement and discretion in all dealings and maintain confidentiality. Accountable for the timely and accurate completion and presentation, of all responsibilities relating to this position. JUDGEMENT AND DECISION MAKING Reports regularly to the Information & Technology Manager to ensure adherence and progress to allocated responsibilities. Required to assess counter and telephone enquiries and either provide information/advice or refer matters to other officers. Guidance and advice is available when and if required. Decisions are always subject to review. Judgment is required in the application of administration procedures and in the need for confidentiality when dealing with issues. The incumbent is expected to demonstrate considerable ability to solve problems and manage information in a customer service environment. Under general supervision and within established guidelines, personal judgement may be applied to work situations to carry out those duties and responsibilities as specified in this position description. SPECIALIST SKILLS AND KNOWLEDGE Proficient operating skills for Council s office equipment, including computer software applications.
4 Knowledge and understanding of relevant Information Technology legislation, and ability to apply the same in the work environment. Ability to research and organise information. Demonstrated skills providing accurate information in a timely fashion. Well developed written and oral communication skills Attention to detail and accuracy in data entry. Demonstrate exceptional experience in the provision of customer service to telephone and personal customers. Ability to be flexible and resourceful in the delivery of the program. MANAGEMENT SKILLS Time management skills and ability to prioritise duties. Ability and commitment to work in a team environment. Ability to use own initiative and judgement and provide input into work being carried out. Excellent customer relations skills and demonstrated commitment to providing quality customer service to internal and external customers. Mature approach to dealing with a varied workload. Ability to work with minimal supervision. Ability to solve problems through discussion, negotiation and teamwork. INTERPERSONAL SKILLS Ability and commitment to work within a small team in a confidential environment. Ability to gain co-operation from others, especially by maintaining a friendly and courteous image, particularly when dealing with aggressive or aggravated customers. High level interpersonal, customer service and organisation skills. Excellent communication skills, both written and oral. Ability to communicate effectively with diverse employee groups and the general public. Possess and demonstrate an equable temperament and a polite demeanour. Commitment to personal development. Ability to work effectively, cooperatively and efficiently in a high pressure team environment. Demonstrated commitment to Equal Employment Opportunity, Occupational Health and Safety and Cultural Diversity principles. QUALIFICATIONS AND EXPERIENCE
5 Possess, as a preferred requirement, a Higher School Certificate/Victorian Certificate of Education qualification. Demonstrated relevant experience in similar positions in other private or public enterprises of at least two years. Current Drivers Licence. Understanding of occupational health and safety requirements. ORGANISATIONAL RELATIONSHIPS: Reports to: Internal Liaison External Liaison: Information & Technology Manager All Staff including those of associated entities. Councillors Suppliers/Contractors Auditors Ratepayers / Residents PERFORMANCE CRITERIA The performance of the Officer will be formally reviewed annually, and shall take into consideration performance against both key indicators and specific objectives set for the term of the review. Key Performance Indicators Performance against key requirements of the position description. Planning and organisational abilities. Communication and team work within the Officer s work area and across the organisation. Productivity levels Technical and Operational Skills Customer Service competencies SELECTION CRITERIA Demonstrated relevant experience working in an office administration role. Demonstrated understanding of and ability to apply Information & Technology polices and procedures. Strong personal organisational skills, the ability to manage competing priorities, maintain attention to detail and meet deadlines. Demonstrated commitment to customer service and ability to relate to a diverse range of peoples. Well developed written and verbal communication skills with demonstrated ability to solve problems through discussion, negotiation and teamwork. Ability to research and organise information. Competency in the full Microsoft Office suite combined with ability to learn and utilise new software packages.