Ict Service Desk

**Donvale Christian College (VIC)**

**Position**: ICT Service Desk - Level 3 Support Manager

**Accountable to**: ICT Manager

**Major Relationships**: Head of Innovations (Primary)

Head of Learning Technology and Innovation

ICT Staff

**Time Fraction**: Full time, 5 weeks annual leave

**Application Information**:
Applicants are invited to provide a concise curriculum vitae including personal details, church involvement, career experience, academic attainments and addressing the criteria listed in the end of the Position Description. Three referees are required to be listed.

**Donvale Christian College**:
Donvale Christian College is located in the eastern suburbs of Melbourne having opened in 1975. The current enrolment is over 1500 students from Prep to Year 12 and the total number of employees is approximately 300.

Donvale Christian College is governed, as provided for in its Constitution, by the College Board. The Board are elected by the members of the College. The full range of Christian denominations is represented in the parent body of the College. There is no position on the Board elected or appointed by any single church community. The Board is totally elected by the membership of Donvale Christian College Ltd. The Principal is appointed by the Board and together they appoint staff.

Staff members are expected to actively support the Christian aims of the College and to be members of a Bible based worship community.

**Role**

Under the direction of the ICT Manager, the ICT Service Desk Manager handles the day to day operations of the ICT Service Desk environment at the College.

The core business of Donvale Christian College is to be a biblically directed learning community. Everyone and everything in our community serves this purpose. Each person in the College community has been gifted by God to make his or her contribution to the learning and teaching for which God has brought the College into being.

**College requirements**

All staff are required to:

- Perform their responsibilities in a manner which reflects the College's mission, objectives and philosophy. In particular, staff are expected to role model an active Christian faith that will be demonstrated in part by an active involvement in the wider Christian Church.
- Be Christian role models and examples to all people associated with the College.
- Participate in leading College devotions that involve staff and/or students and attendance at the staff retreat.

**Essential Duties and Responsibilities**
**Service** **Desk**
- Actively lead the ICT support team to ensure customer service focused ICT support for all staff, students, and parents.
- Respond to requests for help and provide training for staff and students, in a way which fosters confidence and literacy with technology.
- Support the ICT Service Desk by responding to tickets, answering phone calls and walk-ups, physically visiting staff and students, and other tasks as needed.
- Act as the escalation point for the ICT Support team.
- Mentor, support and develop the ICT Support team.
- Taking ownership of escalated incidents or service requests
- Complex issue troubleshooting, coordination, and resolution
- Create and coordinate technical documentation and record keeping.
- Generate and perform professional development sessions and materials for staff.
- Actively manage critical issues or outages during standard hours of operation.
- Actively manage critical issues or outages outside of standard hours of operation, when the ICT Manager is on leave.
- Coordinate the implementation of ICT Changes as directed by the ICT Manager.
- Ownership and management of ICT Problems, including resource coordination to ensure resolution.
- Proactively work with the wider Technology Department team, contributing to the delivery of the ICT Plan.

**Communication**
- Facilitate communication on behalf of the Technology Department with staff, students, or parents.
- Generate monthly reports and provide to ICT Manager.

**Other**
- Perform other duties as directed by the ICT Manager.

**College Expectations**:
All staff are expected to:

- Support the College's guidelines and policies.
- Implement the programs, teaching practices and other activities as decided by the College.
- Perform their responsibilities in a manner which reflects and responds to continuous improvement.
- Contribute to the efficient and effective functioning of their team/s in order to meet organisational objectives. This includes demonstrating appropriate and professional workplace behaviours, providing assistance to team members if required and undertaking other key responsibilities or activities as directed by one's supervisor.
- Perform their responsibilities in a manner which reflects the College's zero tolerance for child abuse and in accordance with the College's Child Safety policies.
- Familiarise themselves and comply with the relevant College policies including Occupational Health and Safety.

**Desi