Help Desk Officer Vacancy In Community Living Australia

Hiring Organization / Company: Community Living Australia
Basic Salary: To Be Discussed
Employement Type: Full-Time

Job Details:

Position Description
Help Desk Officer - ICT

Reports to: Manager ICT

Directorate/Department: Business Services

Number of direct reports: As per Organisational Structure

Employment Type: Full-Time Fixed Term Contract (12 months)

Salary/Award Level 2 – Social, Community, Home Care and Disability
Classification: Services Industry Award 2010

Community Living Australia has charitable status for Fringe
Benefits Tax purposes and is therefore able to offer taxation
benefits through salary sacrifice

Position Purpose

The Help Desk Officer (ICT) is responsible for providing support to employees in the use of
ICT hardware, peripherals and software, and to assist the other members of the ICT Team.

The Help Desk Officer (ICT) is the first contact point for staff requesting assistance to resolve
ICT system, hardware and software issues. The role supports business operations by
providing a timely and professional response to support requests and performs tasks as part
of the ICT team to maintain a quality ICT infrastructure for Community Living Australia.

Principal Duties

Serve as the first point of contact for customers seeking technical assistance via walk-
in, phone or email

Troubleshoot hardware and software problems, resolving them in timely and efficient
manner, escalating where necessary

Provide support in organisational software, including but not limited to Office 365,
SharePoint and Salesforce

Record, track, and resolve ICT requests via an ITSM solution

Add and remove user accounts as required (AD, O365, Salesforce CRM)

Setup laptops, mobile devices and any other peripheral equipment as and when

Install and configure standard applications

Maintain ICT Registers which reflect current users and allocation of resources

Assist in the configuration and dispatch of ICT equipment and services across the
organisation as delegated by the ICT Coordinator.

Deliver a high-level of customer service which is proactive, cooperative and
dependable by analysing user needs and developing rapport with staff and clients

Prioritise ICT requests and provide regular updates

Work collaboratively with peers and colleagues, across the organisation, to achieve
organisational objectives

Apply WHS legislation and create and manage a safe work environment

Demonstrate behaviours that support organisational values and a positive workplace

The responsibilities as specified above may be altered in accordance with the changing
requirements of the position.

Core Competency/Capability

These six core competencies are the capabilities that need to be demonstrated in order for
the incumbent to be functional in their role and links to the NDS competency framework

Sector & organisation purpose & values

Working knowledge of a human rights based approach to supporting a person with
disability and the services provided, the individual and community context, and sector
and organisation purpose and values. Applies the approach and values in own work.

Leadership & teamwork

Works collaboratively with team members. Organises own workload. Checks own work
and work of others, providing guidance to less experienced staff. Shares knowledge
and information with team members. Able to work with minimal supervision, knowing
when to escalate issues.


Deals with non-routine enquiries. Uses effective listening skills and seeks, provides
and/or shares information with people appropriately. Can adapt communication style to
meet people’s needs. Able to resolve conflict with assistance. Has a network of internal
and external contacts relevant to the role. Deals with practical issues presenting and
enlists a more experienced person as needed.

Client and carer relations

Assists customers to address their needs and expectations. Has practical knowledge of
supports and services available. Is flexible and suggests alternative service solutions,
provides information or makes necessary referrals. Demonstrates confidentiality and
awareness of diversity in relation to sensitive issues. Assists with building and
maintaining positive relationships with stakeholders.

Personal accountability

Adheres to organisation policies & procedures and all relevant government legislation
and relevant standards. Follows detailed and precise work procedures. Evaluates own
work to ensure quality and safety standards are met. In own work area makes agreed
changes. Adopts a professional approach to own personal accountability. Maintains
organisation’s image and reputation.


Undertakes tasks using a resourceful and creative approach. Suggests changes to
improve quality in own work and makes agreed changes. Able to address and mitigate
risk in own work. Assists with review and/or development, implementation and
improvement of specific work practices and procedures.

Skills & Experience

To perform this role successfully the incumbent must be able to satisfactorily demonstrate the
following key qualifications, experience and skills

Academic or Professional Qualifications


Certificate III in Information Technology or equivalent industry experience (minimum 1

Skills & Delivered Performance

Previous experience in the use of PC’s, operating systems, applications, networks and

communication technologies

Tech savvy with working knowledge of office products and remote access

Ability to diagnose and resolve basic technical issues

Effective attention to detail and a high degree of accuracy with an insight to assess
priorities efficiently

Ability to communicate in a non-technical way to a diverse group of customers on

various ICT related matters

Ability to use initiative, have strong organisational skills and being self-motivated

Excellent communication skills, both written and verbal

Ability to work as part of a small team

Affinity with nonprofit organisations and respect for their philosophy and values

Demonstrated commitment to continual professional and personal development

Special Requirements (Essential)

Have and maintain a current Australian Class 1 Drivers Licence for duration of

Obtain and maintain a DHS General Employment Probity Check

Participate in the supervision and performance appraisal processes to establish
performance objectives and KPI’s ongoing

Attend meetings, training and professional development as required

Travel to service regions, sites and locations

Work across multiple worksites and/or relocate to other worksites (within reason) as

Authority to Act

This position operates within

Policies and procedures, guidelines and codes of conduct

The defined limits of delegated authority

The confines of budgeted restraints, relevant legislation, regulations and by-laws

Financial Delegations Matrix

NDIS Code of Conduct

There are 7 minimum standards Community Living Australia and their workers must meet:

Act with respect for individual rights to freedom of expression, self-determination and
decision-making in accordance with applicable laws and conventions

Respect the privacy of people with disability

Provide support and services in a safe and competent manner, with care and skill

Act with integrity, honesty and transparency

Promptly take steps to raise and act on concerns about matters that may impact the
quality and safety of supports and services provided to people with disability

Take all reasonable steps to prevent and respond to all forms of violence against, and
exploitation, neglect and abuse of, people with disability

Take all reasonable steps to prevent and respond to sexual misconduct

Job Location Information:
City: Australia
State: Australia
Country: Au
Location: Australia
Job Listing No# : 81523

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