JOB AND PERSON SPECIFICATION Position Title: Help Desk Officer Classification Code: ASO-3 Division: Central Northern Adelaide Health Service Branch: The Queen Elizabeth Hospital Type of Appointment: Section: ICT Services o Ongoing Position Number: Temporary Up to 12 Mths Position Created: o Other Term Job & Person Specification Approval CE or delegate / / PREAMBLE: Underpinning the Department of Health Strategic Directions are the agreed values that reflect honesty, respect and integrity for every individual. These values drive how we conduct our business and how we behave. We aim to make the values live. It is important that we incorporate the values into our behaviour systems and processes. The Department has a Commitment to Workplace Values attached to Job and Person Specifications that all staff are required to uphold. (Please refer to the back of this document). Australia has one of the most culturally and ethnically diverse populations in the world. Having a diverse workforce (inclusive of bi-lingual, bi-cultural and disabled employees) can enhance the department s ability to negotiate with, and meet the needs of, the full range of its clients and customers. Such employees also add to the diversity of the workforce, and give added opportunities to fully capitalise on difference as a valuable asset in an increasingly competitive environment. Page 1 of 8
JOB SPECIFICATION 1. Summary of the broad purpose of the position in relation to the organisation's goals: The Helpdesk Officer is responsible for the provision of first level Helpdesk services to co-ordinate and support the delivery of Information and Communication Technology services, in support of the business objectives and priorities of The Queen Elizabeth Hospital and other sites under the responsibility of The Queen Elizabeth Hospital (TQEH). The incumbent will be responsible for providing first line assistance to users, remote support, service call logging, problem prioritising, obtaining and allocating technical resources, incident tracking and escalation, monitoring, reporting and product advice. The incumbent will provide a managed interface with, both internal and external, technology service providers in the delivery of high quality customer focussed services in accordance with agreed service levels. 2. Reporting/Working Relationships (to whom the person reports, staff for whom the person is responsible and other significant connections and working relationships within the organisation). The Helpdesk Officer is accountable to the Manager, ICT. Reports to the Helpdesk Coordinator and has extensive liaison with divisional business unit representatives, ICT users and vendor support staff. 3. Special Conditions. (such as non-metropolitan location, travel requirements, etc) The appointee may be subject to a Criminal History Check prior to confirmation of appointment. The incumbent will uphold the values of the Department of Health as reflected in the Strategic Plan. The incumbent may be assigned elsewhere within the Department subject to relevant provisions of the Health Care Act. The incumbent may be required to enter into an annual performance agreement for the achievement of (specific or service or program) outcomes. Although initially based at The Queen Elizabeth Hospital and Lyell McEwin Hospital the incumbent may be required to work in any site of the Central Northern Adelaide Health Service. Must be prepared to attend relevant meetings and staff development / education activities as required. Some out of hours work may be required. The incumbent will be rostered on call duty. Hold a current unrestricted drivers licence. Will be rostered between 8.00am and 5.00pm as required. Page 2 of 8
4. Statement of Key Outcomes and Activities (group into major areas of responsibility/activity and list in descending order of importance - continue on next page) Contribute to the efficient and effective service delivery of the Helpdesk facility by: Providing first line Helpdesk assistance and remote support for software, hardware, systems and general ICT related calls. Ensuring that all service calls are logged, incidents prioritised, resources committed, incidents tracked, monitored and closed according to documented procedures and standards. Monitoring call status and following up with clients on the status of outstanding calls to ensure all issues are managed to their expectations in a collaborative environment. Ensuring excellent lines of communication are maintained with users by reporting the status and progress of calls which have not been resolved within agreed service levels to all affected stakeholders. Assisting in analysing customer requirements in all incoming calls and providing user guidance and assistance where possible before initiating appropriate escalation procedures. Ensuring timely resolution of problems, escalating calls as per agreed procedures and established service levels. Assisting in the development, coordination and maintenance of the Helpdesk facility. Assisting in monitoring and responding to user feedback on Helpdesk services delivery. Providing advice on and assistance with the acquisition of appropriate computer software and training requirements. Contribute to the quality of Helpdesk services provided by: Monitoring user service statistics against agreed service agreements. Identifying recurrent and potentially significant problems in the Helpdesk calls received and developing strategies to eliminate them. Maintaining skills in, and awareness of, new features of departmental software and hardware. Maintaining skills in, and awareness of, interfaces between applications and PC and LAN hardware and software. Contribute to the security of all information on the departmental systems by: Maintaining the user registration and administration process. Maintaining user system accesses profiles and access permission as required. Maintaining an accurate database of user security access requests. Assisting in the development, implementation and monitoring of procedures for virus control, system back up, archiving, system control and data access control. Assisting in providing all departmental users with induction awareness training, as required. Contribute to the efficiency and effectiveness of information and telecommunications desktop systems by: Assisting in the diagnosing and resolving of PC system problems and if necessary escalating problems to suppliers, technical support staff and contract support staff. Page 3 of 8
Statement of Key outcomes and Activities (Continued) Assisting PC users with the development of sound operating and data backup procedures. Assisting with the implementation and testing of new PC systems hardware, software and data backup procedures. Liaising with technicians, suppliers and technology partners to maximise services provided. Assisting with the department s procurement service by installing PCs, printers, modems, scanners, etc in a manner, which ensures that all hardware operates to optimum efficiency. Assisting with the department s repair service by reinstalling repaired equipment and testing to ensure repairs have been effected and equipment is performing optimally. Preparing unusable equipment for salvage and ensuring all hard disk drives are either wiped clean or data destroyed and correct paper trail is provided to ensure asset register is updated. Ensure that continuous quality improvement programs and activities are in place and are linked to the organisations strategic and corporate directions and targets as follows: In accordance with the quality evaluation program, developing and establishing key performance indicators for all critical activities relevant to area of responsibility. Assist in the maintenance of recording systems to accurately reflect the activity of the various aspects of the department, which will enable evaluation of performance leading to improvement and achievement of best practice standards. Assist in the identification, establishment and review of corporate and departmental performance standards and outcomes. Ensure relevant Government and organisation policies and procedures are adhered to when conducting the business of the Department, including: Delegations of Authority Equal Opportunity Principles Occupational Health Safety and Welfare Act Equal Opportunity Act Disability Discrimination Act South Australian Health Commission Act Privacy Act 1988 Freedom of Information Act 1982 SA Information Privacy Principles Code of Conduct for Public Employees Code of Fair Information Practice Ensure a safe working environment at all times by: Maintaining effective work practices Adopting procedures and practices which comply with the OHS&W Act Taking reasonable care to protect the health and safety of self and others. Page 4 of 8
Contribute to the well-being of people in South Australia through participation in Counter Disaster activities including attendance, as required, at training programs and exercises to develop the necessary skills required to participate in responses in the event of a disaster and/or major incident. Contribute to the promotion and implementation of the General Public Sector Management Aims, Personnel Management Standards and employee conduct standards and in particular Equal Opportunity and Occupational Health Safety and Welfare by adhering to the provisions of relevant legislative requirements. Approved by Line Manager: / / Acknowledged by Occupant: / / Page 5 of 8
PERSON SPECIFICATION ESSENTIAL MINIMUM REQUIREMENTS (Those characteristics considered absolutely necessary) PLEASE NOTE: It is recommended that a Maximum of 15 criteria only (in total) be included in this section (ie the number of Essential and Desirable criteria combined should not exceed 15). Educational/Vocational Qualifications (include only those listed in Commissioner s Standard 2, Attachment C as an essential qualification for the specified classification group) Personal Abilities/Aptitudes/Skills: (related to the job description and expressed in a way which allows objective assessment): Ability to work successfully as a member of a team or individually with high level of accuracy and ensuring a strong commitment to pro-active customer service Demonstrated ability to communicate effectively (both written and verbal) and to establish credibility and good working relationships with customers of all levels, including the ability to handle difficult clients. Demonstrated ability to identify and analyse problems or issues and to be creative/practical in the development of suitable solutions. Demonstrated ability to work within a demanding work environment effectively and efficiently to ensure timeframes are met. Experience Extensive experience in working in a busy and complex Helpdesk environment dealing personally with the resolution of service and technical issues including handling difficult clients. Experience in a customer service environment Experience in the use and support of Microsoft Office software, Business Applications, Database management, Internet, Intranet and E-mail. Experience in administration and supporting of Windows 2000/ XP and SMS or similar. Experience in using and supporting personal computers, printers and other hardware. Knowledge Broad knowledge of local area networks and office automation packages, utilities and facilities available for PC equipment. Page 6 of 8
DESIRABLE CHARACTERISTICS (To distinguish between applicants who have met all essential requirements) Educational/Vocational Qualifications (considered to be useful in carrying out the responsibilities of the position) Qualifications in a relevant discipline or the necessary knowledge and skills acquired through experience and/or in service training. Personal Abilities/Aptitudes/Skills: (related to the job description and expressed in a way which allows objective assessment): Demonstrated commitment to continuing professional development. Experience Experience in using Helpdesk call logging / incident management software. Knowledge General knowledge of data systems and telecommunications. Knowledge of departmental standards and procedures. Other Details: Member of the Helpdesk Institute. Page 7 of 8
COMMITMENT TO WORKPLACE VALUES The Department of Health values have an influence on the people we employ Every organisation has values that govern the way people are treated and the way decisions are made. The Department s Strategic Plan identifies the values that guide our behaviours. These behaviours apply to all employees and govern the way people in the organisation are treated, the way decisions are made and how we provide our services. These values are used in day to day communication and interaction between all employees and are linked to the whole of government Code of Conduct, Performance Development, Job and Person Specifications and Department of Health Employment Conditions. Department of Health Organisational Values are: Honesty We show honesty by speaking truthfully, within the boundaries of confidentiality. This is shown in our dealings within the Department and with our consumers and partners by: saying what we mean and meaning what we say, keeping our promises, telling the truth tactfully, providing honest feedback and answers and admitting to mistakes. Respect We show respect by speaking and acting with courtesy. We treat others with dignity and use culturally appropriate ways of communicating. This is shown in our dealings within the Department and with our consumers and partners by: treating everyone fairly, communicating so people can understand, listening to others, and seeking and providing feedback. Integrity We show integrity by honouring our values and the rules of our department, government and nation. This is shown in our dealings within the department and with our consumers and partners by: doing the right thing, abiding by the values, standing up for what we believe in, and taking responsibility for our mistakes. ***************** I have the ability and commitment to behave consistently with the stated values of the Department of Health. / / Signature Please complete and return attached to your application to the nominated person The right people with the right skills in the right place at the right time Page 8 of 8