Service Desk Administrator

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**Applications and Helpdesk Officer
**Position Description**
**Position Title**:Applications and Helpdesk Officer

**Reporting Relationships**:Responsible to the Digital Support Team Leader

**FTE & Position Type**:Full-Time Ongoing

**Classification Level**:Education Support Employee - Category A - Level 2 under the VCEMEA 2018
**Campus Location **Berwick, Officer or Beaconsfield

**Mission**:
**_I am the Way, the Truth and the Life (John 14:6) _**

St Francis Xavier College is a Catholic community that is educative and supportive of the whole
person. We have a clear purpose: the individuals’ development of competence, conscience and
compassion formed in the Christian tradition in light of the Scriptures; one who is guided by a
sense of Christian faith, hope and love who will be of service to the world. We recognise God’s
presence in our lives by being a living witness to Jesus, celebrating and pursuing excellence and by
living courageously with optimism and respect for the dignity of all.

**Position Summary**:
The Applications and Helpdesk Officer will primarily assist staff and students to optimally utilise
digital technology software and hardware in line with the College strategy. They will work closely
with the Learning Resource Centre & Digital Technology Teams to provide exceptional service to
staff and students.

**Key Duties & Responsibilities**:

- Assist staff and students to optimally utilise digital technology in line with College strategy
- Document and resolve or escalate enquires including prioritise through the helpdesk
- ticketing system- Administration of the student DLP program (Warranty and Insurance Process)
- Provide excellent customer service and support for staff, teachers and students in relation
- to digital technology issues- Through the management of the helpdesk ticketing system, assist with Facilities
- Department requests- Provide feedback to the Maintenance and Support Team Leader aimed at improving staff/

student experience with using digital technology

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- Support the Digital Technology Team with projects, administration and other duties as

required
- All other duties as directed by the College Executive Team in commensuration with the

position’s classification

**Skills, Experience & Knowledge**:

- Excellent communication skills, to provide support to staff and students at a variety of levels

and technical abilities
- Confidence and skill in working positively with staff and students
- Ability to adapt to changes
- Excellent time management skills with the ability to demonstrate initiative
- Relevant IT qualifications
- Solid understanding of computer software and hardware
- Broad knowledge of Microsoft programs
- Commitment to excellence in customer service
- Ability to work autonomously as well as part of a team
- Interpersonal skills to relate professionally with students and staff
- Ability to analyse and problem solve
- Understanding of relevant compliance regimes
- Commitment to occupational health and safety
- Understanding of and commitment to Catholic education

**Additional Requirements**:
St Francis Xavier College is committed to developing a culture to maintain the safety of each
- student in our care. At St Francis Xavier we have a zero tolerance for child abuse and are
- committed to acting in children’s best interests and keeping them safe from harm.
- The College regards its child protection responsibilities with the utmost importance and as such, is
- committed to providing the necessary resources to ensure compliance with all relevant child
- protection laws and regulations and maintain a child safe culture. All staff employed at St. Francis
- Xavier College are required to abide by our Child Safe Policies and commit to our Child Safe Code
- of Conduct.- Current Working with Children Check
- National Police Record Check

**Last Updated**:April 2021