One APS career… Thousands of opportunities JOB INFORMATION PACK Job Title: Help Desk Operator Details: APS level 5 Information Systems Section Corporate Services Branch Ongoing vacancy Full-time 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 Structure: 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 Branch 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 staff. 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. EMPLOYEE VALUE PROPOSITION 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 payments. 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 disease. 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. Structure 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. Resourcing 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. APS VALUES The APS is apolitical, performing its functions in an impartial and professional manner. The APS is a public service in which employment decisions are based on merit. 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 public. 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 APS 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 employment 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 direction. 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? SUBMITTING YOUR APPLICATION 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 email@example.com, (this is preferable) or posted to: The Recruitment Adviser Human Resource Section Comcare GPO Box 9905 Canberra ACT 2600 APPLICATION COVER SHEET This cover sheet must be completed and attached with your application to firstname.lastname@example.org. 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 clearance? 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. seek.com, 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 workplace. 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 Track). 3. Set up and support of network devices, e.g. printers, scanners and telephones. 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 remotely. 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: http://www.apsc.gov.au/ils/index.html 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 environment. 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.