Docstoc

Help desk analyst

Document Sample
Help desk analyst Powered By Docstoc
					VICTORIA LEGAL AID

AUTHORISED POSITION DESCRIPTION

TITLE:                  Help Desk Analyst          POSITION NO:

CLASSIFICATION:         VLA3                       DATE OF COMPLETION:

DIVISION: Information Systems Division             SECTION: Service Desk

REPORTS TO:                                        CONTACT FOR APPLICANTS:
Service Desk Manager                               Service Desk Manager


PURPOSE OF POSITION:

As part of a small team, provide First Level Support to VLA Staff for all computer related
incidents and requests logged with the ISD Help Desk. The Help Desk Analyst must either
solve the problem (if it is within their expertise and authority to do so) or record the problem and
forward it to the appropriate person for resolution. The Help Desk Analyst must remain involved until
the problem is resolved, to ensure that the VLA staff member (the client) has received a
satisfactory result.

VICTORIA LEGAL AID VISION AND VALUES
Victoria Legal Aid - A leading and responsible force for community access to the legal system
and for social justice.
Victoria Legal Aid is committed to:
      •     Serving our clients and community professionally and ethically
      •     Acting with integrity, fairness and transparency at all times
      •     Respecting and valuing diversity
      •     Pursuing continuous improvement across the organisation



1. DUTIES – (listed in order of importance)
    1.1 	       Provision of first level support for all computer related requests and faults logged at
                the ISD Help Desk

    1.2         Recording, updating and and monitoring of incidents in the ISD call logging system

    1.3         Administration of network user accounts.

    1.4         Maintenance of an accurate software inventory.

    1.5         Building PC workstations to the Standard Operating Environment.

    1.6         Allocation, setup and maintenance of loan equipment

    1.7         Contribution and adherence to IT policies and procedures
    1.8        Ensure that essential daily maintenance and monitoring procedures are carried out.

    1.9        Liaison with Systems Trainer to training opportunities.


2. QUALIFICATIONS

Highly Desirable

    2.1        Tertiary qualifications in computing highly desirable.

    2.2        Certified Novell Administrator (CNA) certification highly desirable


3. 	 KEY SELECTION CRITERIA (Applicants will be assessed against these criteria).
    3.1. 	       Demonstrated ability in a similar IT Help Desk Role

    3.2.         A customer-focused approach to the provision of support
                 	

    3.3. 	       A methodical approach to problem solving and the ability to prioritise workload

    3.4.	        Excellent interpersonal skills with the ability to deal effectively with staff at all
                 levels

    3.5. 	       Articulate with good written communication skills

    3.6. 	       Ability to work effectively in a small team

    3.7.         Demonstrated prior experience in supporting personal computer and printer
                 	
                 hardware, a standardised operating environment, desktop applications software
                 including Microsoft Office and electronic mail, and the use of Novell NetWare and
                 Citrix Presentation Server support tools.

    3.8. 	       Ability to work to service standards


4. 	 OTHER RELEVANT INFORMATION (eg. work location, travel, overtime physical
   demands)
Victoria Legal Aid is an Equal Opportunity employer and has a smoke-free workplace policy. This
position can require occasional heavy lifting when moving personal computers and printers.
Occasional travel to regional offices of VLA may be required.

The successful incumbent will be required to undergo a Police records check. This position works to
a fixed roster and the successful incumbent will be expected to meet the obligations of a shared
roster that is staffed from 8.00am through until 5.15pm Monday to Friday (excluding Public Holidays).




5. 	 ORGANISATION CONTEXT
The Information Systems Division at Victoria Legal Aid is responsible for the provision and support of
Information Technology Services to the VLA business. The Service Desk is the first point of contact
to the Information Systems Divison for all VLA staff. As part of the Service Desk Team, Help Desk
Analysts are responsible for the recording and handling of all 1st level faults and requests for service
made to the Service Desk by telephone or email during advertised busines hours.. Divisional
operations are governed by a Service Level Agreement (SLA)

6. 	   RESOURCES MANAGED:               $ Nil

       Staff Management:

       Operating Budget:

        Assets:

				
DOCUMENT INFO
Shared By:
Categories:
Tags: Help, desk, analyst
Stats:
views:39
posted:4/17/2010
language:English
pages:3
Description: Help desk analyst