Help Desk Operator Jobpack

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                      JOB INFORMATION PACK
Job Title:             Help Desk Operator

Details:               APS level 5
                       Information Systems Section
                       Corporate Services Branch
                       Ongoing vacancy

Immediate Supervisor: IT Manager

Position Number:       00953

Remuneration:          $60,594 to $65,411 plus 15.4% superannuation

Other Conditions:      The successful applicant for this position will be required to
                       obtain a security clearance to Protected level and
                       participate in the after hours on-call roster.

Location:              Canberra

Contact Officer:       Alex Macinnis, Help Desk IT Manager on 1300 366 979

PS Gazette (30):       30 July 2009

Applications close:    13 August 2009


The Corporate Services Branch is led by the General Manager, who is a member of
Comcare’s Executive. It is made up of five sections:

       Human Resources Section
       Financial Services Section
       Property & Services Section
       Information Systems Section
       Business Engagement and Solutions

Led by the Chief Information Officer (CIO), the Information Systems Section (ISS)
provides high quality client-focussed ICT services to Comcare.

Delivery of Information Systems Section Services
Comcare is a relatively small agency but is highly dependent on information systems
to meet organisational objectives. The Information Systems Section has about 30

PRACSYS is Comcare’s key information system, supporting both claims
management and regulatory activities. It is developed in-house through the use of
contract staff. While regular system change activity is ongoing, the major emphasis is
on the introduction of new system functionality and support for business processes.

The Customer Information System provides Internet access for customers to
performance reports and workers’ compensation claim details.

Corporate support systems include:
   • Finance One - financial management information system
   • Aurion - human resources system
   • TRIM - records management system.

IT Infrastructure
Key components of Comcare’s IT infrastructure include:
    • Sun Microsystems (Solaris 10) servers;
    • Oracle 10;
    • 600+ Dell desktop and notebook computers (running Windows XP SP3);
    • Various models of Dell (Windows 2003) servers;
    • Microsoft SQL Server 2000 and 2005;
    • Cisco network and IP telephony products;
    • VMWare (ESX 3.5) virtualisation technology;

Comcare has sites in Canberra-Civic, Canberra-Mitchell, Melbourne, Sydney,
Newcastle, Adelaide, Perth and Brisbane.

Who is Comcare looking for?

Comcare is seeking a Help Desk Operator to join its Information Systems Section.
As part of a small team, you will assist in the provision of desktop computer and
software application support. This includes responding to PC desktop and laptop
help desk requests on both stand alone and network environments, and escalating
requests to the Network or System administrator where appropriate.

To be successful in this role you will need:

   •   professional experience related to the position of Helpdesk Operator;
   •   excellent communication skills;
   •   excellent interpersonal skills;
   •   the ability to work independently and as part of a team;
   •   to be pro-active and able to handle multiple tasks; and
   •   strong trouble shooting skills in computer hardware/software.

The successful applicant will need to be a self starter who is motivated to work in an
exciting, challenging and changing work environment. You will need to be able to
contribute positively in a team environment.
Comcare offers a range of flexible working conditions to balance each individual’s
circumstances with the needs of the organisation. Comcare prides itself on the many
opportunities it offers for further staff learning and development.

Other conditions: The successful applicant for this position will be required to
obtain a security clearance to Protected level and participate in the after hours on-
call roster.

This position is open to Australian citizens. In some circumstances, applicants who
have Permanent Resident status may be offered employment pending the granting
of citizenship. To be eligible for engagement applicants must meet conditions, such
as probation, security and character clearances and health clearances.
                              ABOUT COMCARE
Comcare is the Commonwealth’s occupational health and safety regulator and
workers’ compensation manager. Comcare works in partnership with employers and
employees to achieve Australia’s Safest Workplaces, supported by early and safe
return to work for injured employees and by timely and appropriate compensation

Comcare’s Vision

Australia’s Safest Workplaces

Comcare’s Mission

To work in partnership with our customers to reduce the human and financial costs of
workplace injuries and disease in the jurisdiction

Our principal roles are:

•   to promote best practice in workplace health and safety, rehabilitation and the
    return to work of injured employees;
•   to ensure compliance with the Occupational Health and Safety Act (OHS Act)
    and the Safety, Rehabilitation and Compensation Act (SRC Act);
•   to determine claims and pay workers’ compensation to Australian Government
    and ACT Government employees in accordance with the SRC Act;
•   assist the Safety, Rehabilitation and Compensation Commission (the SRC
    Commission) in the performance of its statutory functions; and
•   Manage the Commonwealth’s common law liabilities for asbestos-related

Comcare’s Priorities

Comcare has identified three key result areas as part of its Corporate Plan.

•   safe and healthy workplaces;
•   early and safe return to work; and
•   equitable and sustainable compensation.

Current and emerging challenges

•   Working collaboratively with employers and employees to maintain the trend
    towards decreased incidence and severity of workplace injury;
•   Ensuring continued innovation to maintain a high level of successful rehabilitation
    and sustainable return to work for injured employees;
•   Maintaining Australia’s safest workplaces following expansion of the Comcare
    scheme to a range of private sector employers;
•   Responding to pressures on public expenditure through efficient service delivery,
    sound financial management and strong accountability for resources.

The Chief Executive Officer of Comcare is assisted in the strategic leadership of the
agency by a Deputy CEO, five General Managers and the position of General
Counsel. Comcare is structured around the following Branches:

•   Claims Services
•   Prevention & Rehabilitation
•   Assurance
•   Research & Policy
•   Legal Services
•   Corporate Services

Comcare’s Values and Behaviours

Comcare expects everyone within the organisation to uphold the APS Values and
the Code of Conduct (included in this document). Within that framework, Comcare
expects its people to:

•   accept responsibility and accountability for their actions at work;
•   communicate with our customers in an open and transparent way;
•   behave in a fair and professional manner in their dealings with each other and
    their customers;
•   contribute to the full extent of their knowledge, skills and abilities and
    acknowledge the effort of others; and
•   continuously improve the quality of the services they provide.


Comcare employs around 550 people based in Canberra, Melbourne, Sydney,
Newcastle, Brisbane, Perth and Adelaide. It has an annual recurrent budget in
excess of $300 million and manages outstanding workers’ compensation claims
liabilities of approximately $2.5 billion.

Where is Comcare located?

Comcare’s main office is in Canberra.

Canberra Office
Level 4
14 Moore Street
Canberra ACT 2601

Adelaide Office             Melbourne Office             Perth Office
Level 22                    Level 6                      Level 5
25 Grenfell Street          535 Bourke Street            89 St Georges Terrace
Adelaide SA 5000            Melbourne VIC 3000           Perth WA 6000

Brisbane Office             Newcastle Office             Sydney Office
Level 8                     Suite A, Level 6             Level 30
410 Queen Street            G & T Building               Sydney Central Building
Brisbane QLD 4000           41-45 Hunter Street          477 Pitt Street
                            Newcastle NSW 2300           Sydney NSW 2000
                   VALUES AND CODE OF CONDUCT
We apply the Australian Public Service (APS) Values and Code of Conduct to
everything we do.


       The APS is apolitical, performing its functions in an impartial and professional
       The APS is a public service in which employment decisions are based on
       The APS provides a workplace that is free from discrimination and recognises
       and utilises the diversity of the Australian community it serves.
       The APS has the highest ethical standards.
       The APS is openly accountable for its actions, within the framework of
       Ministerial responsibility to the government, the Parliament and the Australian
       The APS is responsive to the Government in providing frank, honest,
       comprehensive, accurate and timely advice and in implementing the
       government’s policies and programs.
       The APS delivers services fairly, effectively, impartially and courteously to the
       Australian public and is sensitive to the diversity of the Australian public.
       The APS has leadership of the highest quality.
       The APS establishes workplace relations that value communication,
       consultation, co-operation and input from employees on matters that affect
       their workplace.
       The APS provides a fair, flexible, safe and rewarding workplace.
       The APS focuses on achieving results and managing performance.
       The APS promotes equity in employment.
       The APS provides a reasonable opportunity to all eligible members of the
       community to apply for APS employment.
       The APS is a career-based service to enhance the effectiveness and
       cohesion of Australian’s democratic system of government.
       The APS provides a fair system of review of decisions taken in respect of
       APS employees.

   The Values are set out in Section 10 of the Public Service Act 1999.
                  VALUES AND CODE OF CONDUCT


       An APS employee must behave honestly and with integrity in the course of
       APS employment
       An APS employee must act with care and diligence in the course of APS
       An APS employee, when acting in the course of APS employment, must treat
       everyone with respect and courtesy, and without harassment.
       An APS employee, when acting in the course of APS employment, must
       comply with all applicable Australian laws. For this purpose, Australian law
       means any Act or an instrument made under an Act or any law of a State or
       Territory, including any instrument made under such law.
       An APS employee must comply with any lawful and reasonable direction
       given by someone in the employee’s Agency who has authority to give the
       An APS employee must maintain appropriate confidentiality about dealings
       that the employee has with any Minister or Minister’s member of staff.
       An APS employee must disclose, and take reasonable steps to avoid, any
       conflict of interest (real or apparent) in connection with APS employment.
       An APS employee must not provide false or misleading information in
       response to a request for information that is made for official purposes in
       connection with the employee’s APS employment.
       An APS employee must not make improper use of inside information or the
       employee’s duties, status, power or authority in order to gain, or seek to gain,
       a benefit or advantage for the employee or for ay other person.
       An APS employee must at all times behave in a way that upholds the APS
       Values and the integrity and good reputation of the APS.
       An APS employee on duty overseas must at all times behave in a way that
       upholds the good reputation of Australia.
       An APS employee must comply with any other conduct requirement that is
       prescribed by the regulations.

The Code of Conduct is set out in Section 13 of the Public Service Act 1999.

1 Regulation 2.1 imposes duty on an APS employee not to disclose certain
information without authority (ie information communicated in confidence or where
disclosure could be prejudicial to the effective working of government). APS
employees should familiarise themselves with the full text of PS Regulation 2.1
                           APPLYING FOR A JOB
The Selection Process

Comcare uses merit in our competitive selection process. The standard process
involves assessing a person against the selection criteria for the relevant position.
Comcare’s processes are likely to take approximately eight weeks for short listing,
interviewing, reference checking and offers to be made.

Your statement of claims addressing the selection criteria:

Your application provides a first point of contact with the Selection Panel. Submit a
brief covering letter and include your Resume and a Statement of Claims against the
selection criteria for the position. Your claims against each criterion should be no
longer than a page.

To address the selection criteria please respond using examples from work. If you
do not have work examples, please provide relevant examples from your school,
university or other experience. Please focus on your own involvement in the various
situations (use ‘I’ rather than ‘we’) and provide examples that have occurred within
the last two years wherever possible.

STAR scenario approach
In order to provide the most information about your capabilities for the role, please
provide examples which have a clear beginning, middle and end. You may use the
STAR approach to assist you when responding to the criteria.

      Situation              Brief outline of the situation or setting?
                             Who was involved?
                             What was your role?
      Task                   What did you do?
                             What happened next?
      Approach               What action did you take?
                             How did you do it?
      Result                 What was the outcome?
                             What feedback did you receive?
                             How was the organisation able to benefit from it?
Short listing for Comcare jobs will be based upon the following information.

       Application Cover Sheet form including current referee contact details
       Statement of claims against each selection criterion
       Resume outlining your work history, relevant qualifications and training

Your application will not be complete until all these items are submitted.

Applications should be submitted by 5 pm on the day shown in the advertisement. If
you are unable to submit it on this day, you need to talk to the Contact Officer and
get approval to submit a late application.

Your application may be emailed to, (this is preferable)
or posted to:

      The Recruitment Adviser
      Human Resource Section
      GPO Box 9905
      Canberra ACT 2600
                                      APPLICATION COVER SHEET
This cover sheet must be completed and attached with your application to
Applicants Declaration: I declare that the information provided in this application is true and correct.

Vacancy Details:
 Job Title                 Help Desk Operator                 Branch                 Corporate Services
 Position Number           00953                              Location               Canberra
 Classification            APS Level 5

Personal details:
 Surname                                                        Given Name(s)
 Title                                               Date of Birth (optional)
 Address                                                                           State                    P/Code

 Phone number                                                 Mobile number
 Email address
 Are you an Australian citizen?          YES / NO           If no, have you applied for citizenship?          YES / NO

Employment Details (if you are not currently employed in the APS some of the following may not be relevant):
 Name of Employer                                               Your Position/Title

 Are you currently working in the Australian Public Service?                                               YES / NO
 If yes,                        ONGOING / NON-ONGOING / CONTRACTOR
 AGS number
 Substantive level                                       Acting level
 Have you received a redundancy benefit from an APS Agency, Parliamentary
                                                                                                           YES / NO
 Service, or the Murray-Darling Basin Commission?
 If yes, please specify employer’s name and date of cessation:

 Have you ever been found to have breached the APS Code of Conduct?                            YES / NO
 If yes, please specify employers’ name and date?

 Do you have a security
                                      YES / NO       If so, what level?                        i.e. Protected/Secret

Workplace Diversity: Information collected for statistical purposes
 Gender                                                                              MALE / FEMALE
 Highest Education Level i.e. tertiary, degree in law
 Aboriginal or Torres Strait Islander                                                               YES / NO
 Person with disability                                                                             YES / NO
 First Language?
 Person of culturally & linguistically diverse background                                           YES / NO
  Do you require special arrangements to be made for assessment e.g. interview?
                                                                                                              YES / NO
 If yes, a member of the selection panel will contact you for more details.

How did you first hear of this vacancy?
 APS Gazette           YES / NO                         Comcare Website                               YES / NO
                                                  Other i.e., career-one, a friend,
 Newspaper                  YES / NO
                                                              Comcare staff (list)

Referees: Please provide two (2) current referees who have supervised and assessed your performance within the
 Name                                                                         Relationship
 Email                                                                        Telephone
 Name                                                                         Relationship
 Email                                                                        Telephone
                           DUTY STATEMENT

                             Help Desk Operator
                                 APS Level 5
                            Information Systems

1.    Acting as the first point of contact for user support issues, whether
      submitted by telephone, email or otherwise.

2.    Classifying incidents and problems (urgency and priority) and registering
      the incidents and problems in the incident management system (Team

3.    Set up and support of network devices, e.g. printers, scanners and

4.    Install and upgrade software applications as requested by the IT
      Helpdesk Manager.

5.    Assist users with computer connectivity to the office, both locally and

6.    Assist the IT Helpdesk Manager to maintain records of computer
      hardware and software assets.

7.    Assist the Network Administrator with daily network maintenance/
      troubleshooting activities.

8.    Research computer, software application and printer support issues to
      identify solutions.

9.    Participate in the after hours on-call roster.

10.   Obtain and maintain a security clearance to Protected level.

11.   Work independently and in a team environment as appropriate

12.   Promote the APS Values, APS Code of Conduct and Comcare
      Leadership Values and model behaviours that demonstrate commitment
      to these principles.
                            SELECTION CRITERIA
The following selection criteria are based on Integrated Leadership System. Further
information on the framework is available on the Australian Public Service Commission’s
internet site at:

     1.   Demonstrates professional or technical proficiency

              •   Expert knowledge of MS Windows XP, and MS Office 2003 in an
                  MS Exchange 2003 environment and a wide range of PC
                  hardware and software products for PC's and PC operations;

              •   Proven ability and experience with managing:
                  - Cisco Call Manager Ver. 6 VoIP solution across WAN
                  - IPFX Server and FailOver Server
                  - Ezescan software for data managing
                  - RightFax desktop faxing solution
                  - Windows 2003 Active Directory

     2.   Achieve Results

              •   Demonstrated experience in a help desk environment as a 1st level
                  and 2nd level help desk operator including effectively answering
                  caller enquiries and progressing issues as necessary;

     3.   Support Strategic Direction

              •   Understands and supports Comcare’s core and business
                  objectives; and
              •   Demonstrated ability to contribute to team goals in a help desk

     4.   Cultivates productive working relationships

              •   Builds and sustains positive relationships with colleagues and
                  customers; and
              •   Shares information and works collaboratively with team members.

     5.   Exemplifies personal drive and integrity

              •   Under limited direction, develop innovative and creative
                  approaches to addressing issues and challenges in the work
                  group/business unit/organisation;
              •   Commitment to and ability to model behaviours required by the
                  APS Values, APS Code of Conduct and the Comcare Leadership
                  Values; and
              •   Manage own ongoing learning and development.

     6.   Communicates with influence

              •   Communicate clearly, verbally and in writing;
              •   Negotiate persuasively; and
              •   Represent Comcare with credibility and professionalism.

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