Ict Help Desk Officer

**_Position Description _**
**_Help Desk Officer - ICT
- **

**_Reports to: _**Manager ICT

**_Directorate/Department:_** Business Services

**_Number of direct reports:_** As per Organisational Structure***

**_Employment Type:_** Full-Time

**_Salary/Award _**Level 2 - Social, Community, Home Care and Disability
**_Classification:_** Services Industry Award 2010

Community Living Australia has charitable status for Fringe
Benefits Tax purposes and is therefore able to offer taxation
benefits through salary sacrifice***
- Position Purpose _

The Help Desk Officer (ICT) is responsible for providing support to employees in the use of
ICT hardware, peripherals and software, and to assist the other members of the ICT Team.

The Help Desk Officer (ICT) is the first contact point for staff requesting assistance to resolve
ICT system, hardware and software issues. The role supports business operations by
providing a timely and professional response to support requests and performs tasks as part
of the ICT team to maintain a quality ICT infrastructure for Community Living Australia.
- Principal Duties _
- Serve as the first point of contact for customers seeking technical assistance via walk
- Troubleshoot hardware and software problems, resolving them in timely and efficient

manner, escalating where necessary
- Provide support in organisational software, including but not limited to Office 365,

SharePoint and Salesforce
- Record, track, and resolve ICT requests via an ITSM solution
- Add and remove user accounts as required (AD, O365,)
- Setup laptops, mobile devices and any other peripheral equipment as and when

required
- Maintain ICT Registers which reflect current users and allocation of resources
- Assist in the configuration and dispatch of ICT equipment and services across the

organisation as delegated by the Senior Help Desk Officer.
- Deliver a high-level of customer service which is proactive, cooperative and

dependable by analysing user needs and developing rapport with staff and clients
- Prioritise ICT requests and provide regular updates
- Work collaboratively with peers and colleagues, across the organisation, to achieve

organisational objectives
- Demonstrate behaviours that support organisational values and a positive workplace

culture

The responsibilities as specified above may be altered in accordance with the changing
requirements of the position.

**_Core Competency/Capability _**:

- (NDS CSS 3) _
- These six core competencies are the capabilities that need to be demonstrated in order for _
- the incumbent to be functional in their role and links to the NDS competency framework _
- Sector & organisation purpose & values _
- Working knowledge of a human rights based approach to supporting a person with

disability and the services provided, the individual and community context, and sector
and organisation purpose and values. Applies the approach and values in own work.
_ _
- Leadership & teamwork _
- Works collaboratively with team members. Organises own workload. Checks own work

and work of others, providing guidance to less experienced staff. Shares knowledge
and information with team members. Able to work with mínimal supervision, knowing
when to escalate issues.
_Communication _
- Deals with non-routine enquiries. Uses effective listening skills and seeks, provides

and/or shares information with people appropriately. Can adapt communication style to
meet people’s needs. Able to resolve conflict with assistance. Has a network of internal
and external contacts relevant to the role. Deals with practical issues presenting and
enlists a more experienced person as needed.
- Client and carer relations _
- Assists customers to address their needs and expectations. Has practical knowledge of

supports and services available. Is flexible and suggests alternative service solutions,
provides information or makes necessary referrals. Demonstrates confidentiality and
awareness of diversity in relation to sensitive issues. Assists with building and
maintaining positive relationships with stakeholders.
_ _
- Personal accountability _
- Adheres to organisation policies & procedures and all relevant government legislation

and relevant standards. Follows detailed and precise work procedures. Evaluates own
work to ensure quality and safety standards are met. In own work area makes agreed
changes. Adopts a professional approach to own personal accountability. Maintains
organisation’s image and reputation.
_ _
- Innovation _
- Undertakes tasks using a resourceful and creative approach. Suggests changes to

improve quality in own work and makes agreed changes. Able to address and mitigate
risk in own work. Assists with review and/or development, implementation and
improvement of specific work practices and procedures.
_ _

**_Skills & Experience _**
- To perform this role successfully the incumbent must be able to satisfactorily demonstrate the _
- following key qualifications, experience and sk