Ict Operational Support Technician

**ICT Operational Support Technician**

**Classification **Level, Central Highlands Water Enterprise Agreement

**Team, unit **ICT Service Delivery

**Division **ICT & Digital

**Work location **Learmonth Road, Ballarat

**Employment type **Full-Time Fixed-Term, -months

**Position reports to **ICT Service Delivery Team Leader

**Direct reports **Nil

**Our Values**

Our vision: _Fostering sustainable living, thriving communities and a healthy environment. _

Our purpose: _We care for our community and environment ensuring essential water services are safe, reliable, _
- and affordable now and in the future. _

Our values: _Integrity Teamwork Leadership Care**Organisational Environment**

At Central Highlands Water (CHW) ‘_Safety is Everyone’s Priority_. We are committed to the safety of our people,
customers and the community we serve and have a zero tolerance towards bullying, harassment or violence within
the workplace.

We have an inclusive workplace that embraces diversity and difference - we believe anyone can change the world.
Islander people, people living with disability, neurodiverse people, LGBTIQA+ and people from different cultural
backgrounds.

We facilitate and encourage employees’ continuous professional development. Employees are supported to remain
informed of current industry best practice and are encouraged to take an active personal interest in staying up to
date with professional practices, standards, and latest trends.

We believe that everyone has the capability to demonstrate leadership, regardless of their formal level of authority.

We expect all team members to focus their efforts on developing and displaying the leadership behaviours defined

in our Leadership Capability Framework. We have a commitment to enhancing our leadership maturity across the

whole business, through supporting our people to build their capability to Lead Self, Lead People and Lead the

Organisation.

**Purpose**

The primary objectives of this position are to:

- Provide technical support and advice as the first point of contact for all information technology and

communications (ICT) service requests to CHW customers, including processing customer requests for new
services, procurement, and equipment installation.
- Provide technical support and advice for all ICT incidents to CHW customers.
- Provide prompt resolution (or escalation) of ICT customer requests, incidents, or changes, ensuring they are

completed within KPI timeframes.
- Assist in maintaining the ICT asset register.

**Key Duties/Responsibilities**
- Provide exemplary customer service in the provision of st level and nd level ICT support and services to

CHW staff and contractors.
- Actively monitor all Service Delivery communications touch points and ensure all queries are logged in the

ICT ticketing system.
- Actively manage the ticketing system ensuring all tickets are reviewed and actioned within SLA’s.
- Assist in developing and maintaining the ICT Ticket Management system, including KPI reporting as

required.
- Assist in Active Directory user account management activities, and any ACL management administered by

the Service Delivery team.
- Support the use of and improve on the IT Infrastructure Library (ITIL) processes for change, incident,

request fulfilment and asset management.
- Suggest and implement continuous process improvements for ICT incidents, requests and changes.
- Maintain printing and scanning services.
- Provide administration support for data backup processes.
- Assist in the drafting of and management of customer communications.
- Provide support for all mobile-based technologies, including telephony and data communication services.
- Assist in ICT asset management.
- Maintain ICT service supplier accounts and engage with vendors as required.
- Support the maintenance and continued development of the desktop computing, telephony, photocopying,

printing, and faxing environment for all CHW sites and staff.
- Assistance in ICT audit and risk activities as required.
- Work proactively to enhance the /customer experience.
- Support procurement activities, including processing invoices, PO raising and receipting.
- Other duties as directed within the skills and capabilities of a position at this level.
- Deploy ICT endpoint hardware to users and ensuring life cycle management practices are followed.
- Support various audio-visual technologies.
- Participation in process management and documentation.
- Escalate more technical issues to the relevant specialists.

**. Authority and Accountability**
- Accountable for the provision of professional and positive first point of contact service to CHW customers.
- Responsible for the efficient and effective performance of all duties and key responsibility within the role.
- Constructively contribute to creating and maintaining CHW’s desired culture by demonstrating CHW’s values

and behaviours and being mindful and respectful.
- At all times, create, maintain, an