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POSITION DESCRIPTION Ref: HRF001 Issue No.:1

Date: March 2021

Position Title: ICT Customer Support

Division: Business & Corporate Services

Department: ICT

Classification / Level: P&A3

Ordinary working hours Working hours are 37.5 ordinary hours per week between Monday to Friday. and days:

Reports to: Manager, ICT Networking and Security

Positions reporting to Nil this role:

Significant working • AFCT staff relationships: • Government agencies • Non-government agencies • External suppliers and partners

Decision making / No delegation Purchasing Authority:

Special conditions: Expected to be contactable at any time where BASS is operating, or any AFC facilities are in use on an on call roster basis. This includes weekends, public holidays and out of hours work. Systems maintenance duties may require additional scheduled out of hours work, either overnight or on weekends. Own transport required for travel to outside venues, events and points of sale where necessary.

Information on Centre (AFCT) is central to the Arts in and Festival Centre Trust: an integral part of community life in the State. AFCT welcomes the community, artists and companies and provides arts leadership in SA. We celebrate and showcase Australian artistic achievements, develop them for a world audience and bring stimulating ideas and projects to our State. Department Overview: The role of Business Support is to design, maintain, and support the AFCT’s information and communications technology infrastructure and systems to enable the organization to leverage both information and communications technology in an efficient, productive and secure manner.

Summary of Key The ICT Customer Support is responsible for delivery of high quality day to Purpose: day customer and project services to AFCT internal and external customers.

Working closely with the ICT team and stakeholders, this position is responsible for: • Customer service • Responding to service requests and incidents • Provision of level 1 technical support services • Performance of routine technical and administrative tasks assigned • Security compliance • Liaison with vendors and contractors • Performance of project services

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Key Result Area / Accountabilities:

Provide high quality customer service and technical support to users of business applications, networks and devices ensuring a responsive service and that a high level of customer satisfaction is achieved.

Resolve ICT service requests and incidents or escalate to third level support resources including external providers and/or ICT Infrastructure team as required.

Perform routine administrative and management tasks for software applications and devices applying contemporary management tools to ensure reliable and secure performance.

Contribute to development and implementation of service management procedures; configuration and management of all service management tools; maintenance of systems documentation, licences, subscriptions and other technical information.

Implement ICT security compliance requirements as directed.

Work closely with stakeholders to provide high quality technical services to AFCT projects in accordance with agreed project plans.

Perform second level technical support tasks as directed to resolve ICT infrastructure incidents and escalate within ICT Infrastructure team as required to facilitate timely resolution.

Direct external contractors and suppliers and escalate performance issues within the ICT Infrastructure team.

Contribute to development of 3-5 year technical plans for evolution of ICT infrastructure and services to provide robust, high quality, cost effective and secure services.

Contribute to development of high quality processes, procedures, management tools and system documentation relevant to the ICT infrastructure and support other ICT staff in the use of these systems.

AFCT Employee Requirements

Contribute to the development of a customer focused service and a positive corporate image, including the development of good working relationships with all AFCT employees.

Perform any other duties as directed by the manager, within level of skills, experience and competence.

Provide outstanding customer service on a daily basis by demonstrating respect, listening to and working with our customers, both internal and external, to achieve positive outcomes, where possible, for all involved.

At all times behave in a manner which is conducive to the values and expected behaviours at the Festival Centre and consistent with those prescribed in the Code of Ethics for the South Australian Public Sector.

Demonstrate appropriate behaviour and adhere to AFCT’s policies and procedures in relation to EEO and the prevention of Bullying and Harassment in the workplace

Comply with all AFCT policies & procedures not limited to WH&S and Records Management.

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Work Health & Safety Responsibilities (WH&S)

Care for your own and others’ health and safety.

Comply with any reasonable instruction from the department, so far as you are reasonably able.

Cooperate with all reasonable departmental policies and procedures. Comply with the WHS legislation.

Wear and maintain Personal Protective Equipment (PPE) as directed.

Use other safety and emergency equipment provided in the workplace. Assist with and conduct risk assessments.

Report a hazard, incident, injury or illness arising from workplace activities within 24 hours.

Implement WHS policies, procedures and safe systems of work.

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Key Competencies Requirement Qualifications/Education Qualifications/Education

Tertiary technical studies or demonstrated equivalent Essential industry experience Knowledge/Skills/Abilities

Broad knowledge of contemporary ICT technologies Essential including computing, networks and end user devices relevant to AFCT. Experience working in an ICT Helpdesk environment along Essential with proven experience using helpdesk support software Experience with Microsoft Windows and Windows Server Essential variants system administration Exposure to VoIP/Phone system administration Desirable High-level verbal and written communication skills Essential Competent in practical application of MS Office suite of Essential software (e.g. Word, Excel) Ability to undertake tasks with limited direction and Essential supervision Practical knowledge in provision of first level support for Desirable computer applications, systems, networks and end user devices. Knowledge of customer service principles. Desirable Knowledge of Office 365 platform and products. Desirable Knowledge of project management principles. Desirable Knowledge of level 2 technical support for ICT incidents Desirable and working to manage incidents, problems and change. Demonstrated ability and commitment to improve and Desirable enhancing skills Ability to effectively manage compliance with security Desirable requirements Other Attributes

Ability to negotiate and resolve conflict Essential General knowledge of government policy and AFC Highly desirable procedures Experience in providing administration support to a Desirable business unit An interest or empathy for the arts Desirable

………………………………………………………. ………………………………………………………. Signature of Incumbent: Signature of Manager:

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Date:…………………………………………. Date:………………………………………….

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