HRSIS - Job Description and Advertisement

Topics: Help desk, Technical support, Support automation Pages: 6 (1060 words) Published: September 11, 2014
Assignment 2
Job Description and Advertisement
Part 1: JOB DESCRIPTION
------------------------------------------------------------------------------------------------------------------------------- Company:Dancrai Company
Job Title: IT Help Desk Support – IT Support Officer
Location:North Melbourne
Date: 29/07/2014
Reports to: Team Leader/IT Manager
Department:IT Support Centre
Position Type:Full Time
Job Type:6 months + contract with a view to permanent
Salary:$25 hourly rate on offer + free parking
Supervises: 4-6 employees
------------------------------------------------------------------------------------------------------------------------------- Purposes of the position:
To provide front line IT support to customers.
To ensure that calls for support are dealt with promptly and appropriately. To install and configure PCs and associated peripherals and software Responsibilities and Duties:
To provide technical support to telephone and email requests from users for all PC hardware, software and associated peripherals. Provide helpdesk support and resolve problems to the end user’s satisfaction Monitor and respond quickly and effectively to requests received through the IT helpdesk Modify configurations, utilities, software default settings, etc. for the local workstation Utilize and maintain the helpdesk tracking software

Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment Install, test and configure new workstations, peripheral equipment and software Maintain inventory of all equipment, software and software licenses Report issues to the Service Desk for escalation

Manage PC setup and deployment for new employees using standard hardware, images and software Perform timely workstation hardware and software upgrades as required To maintain the existing PCs and peripherals to standards determined by the IT Manager Leader, by performing upgrades, new installations and carrying out routine procedures. To assist in the compilation of the Support Centre's technical documentation, guidelines and procedures and ensure they are disseminated to users. To develop and maintain active and progressive working relationships with all members of Support Centre Team Other duties:

To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training. To undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job. To undertake health and safety duties corresponding to the Health and Safety Policy Direct Reporting Relationships: Team Leader/IT Manager (Help Desk/Support Centre) ------------------------------------------------------------------------------------------------------------------------------- Qualifications and Experience required:

A Tertiary qualification in Information Technology or other IT Qualifications e.g. Industry Certification i.e. MSCE. Bachelor’s Degree in Information Systems or related field. 1 or 2 years of relevant technical experience.

Work Experience and Skills:
Experience in supporting Windows desktops, office applications, networking and working with Microsoft Active Directory Services Comprehensive understanding of PC/Windows and/or Mac computing environments including hardware and software Demonstrated ability to research and implement solutions to technical problems in an efficient and logical manner. Experience in the provision of client support services via a service desk to clients of varying computer expertise. Excellent communication skills as well as the ability to work harmoniously as part of a team and be able to work with minimal supervision Personal Qualities:

Strong client focus and...
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