Role Profile
Information Communication and Technology (ICT) Customer Service Officer
Division/Section:
ICT/School Services.
Reports to:
Director, ICT.
Role Purpose:
To provide support for end-users of both the student and staff computer networks across all
campuses of the College, to assist with the maintenance of the computing hardware and operating
system software in the College, and to install new equipment.
The role will involve substantial application of diagnostic and problem-solving methodologies for
hardware and software related issues and will be the first point of contact for Helpdesk support
and assistance.
The fundamental role of the ICT team is to ensure that the technology provided to staff and
students is functional and capable of delivering the desired outcomes as identified in the College’s
ICT strategic plan, and in accordance with the vision, purpose, goals and values of Prince Alfred
College. The ICT Customer Service Officer is responsible for providing high quality, timely and
customer focussed ICT support and will engage with staff and students in a professional and
personable manner at all times.
The position operates in an environment of competing priorities and constant adjustment and
includes an on-call functionality to support the College’s ICT delivery.
Salary:
As agreed.
Time Allowance:
Full Time.
Key Knowledge and Skills:
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Excellent communication skills both verbally and written – a positive and encouraging
interpersonal style; well-developed networking skills, and a strong customer focus.
Excellent time management skills, and ability to prioritise workload and perform well under
pressure.
Team player – a commitment to working constructively in a small team and taking
responsibility for organising own work.
Ability to use a lateral approach to problem solving, demonstrating a logical thought process
to achieve problem resolution.
Experience in the use, and ability to learn a range of information and communication
technologies and business systems.
Proven ability to comprehend ICT technical concepts and apply knowledge gained to
resolving ICT issues.
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Key Competency 1 - Building and Maintaining Relationships
Key Tasks
Key Performance Indicators

Demonstrate commitment to a philosophy
of customer service as the primary function
of the ICT team.

Helpdesk requests resolved within 48 hours
or personal contact made to acknowledge
the request.

Demonstrate ability to work within a team
environment.

Evidence of cooperation and communication
in relation to resolution of helpdesk
requests.

Interact with others in a professional and
personable manner, even when in pressure
situations.

Feedback from others highlights satisfaction
with the work of the ICT Customer
Services Officer.

Interact with staff from remote campuses.

Visits the remote campuses of the College
and stays onsite for periods of time to
provide ICT services.

Engage with students in a help desk capacity.  Participates in structured help desk roster.

Provide support for staff re MS Office and
SharePoint.

Evidence of support being provided – e.g.
helpdesk ticketing system.

Provide support for staff and students re
Microsoft’s Office 365.

Evidence of support being provided – e.g.
helpdesk ticketing system.
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Key Competency 2 - Facilitating Effectiveness
Key Tasks
Key Performance Indicators

Contribute to the efficient and effective
operation of the ICT Team by the
completing allocated tasks in accordance
with specifications and timelines.

Tickets in helpdesk ticketing system
resolved by due date.

Demonstrate ability to multi task, shifting
priorities while maintaining continuity.

Tickets in helpdesk ticketing system
resolved by due date.

Assist with desktop problem
resolution/diagnostics.

Reports of customer satisfaction levels.

Employ remote management tools.

Evidence of remote management exercised.

Assist with profile management – local and
network defined.

Logging onto or saving on network drives is
reliable and consistent for users.

Assist staff and students who experience
logon difficulties.

Logging onto or saving on network drives is
reliable and consistent for users.

Assist with the management of security for
data on the network.

Documentation of permissions available and
current.

Assist with the creation/deletion/
management of security groups for users.

Agreed timelines are met.

Assist with the management of workstation
images and imaging software.

Images catalogued and available from a
designated network location.

Assist with ensuring that software on
workstations is compatible with OS and
network versions.

Documentation re compatibility issues
available.

Assist with proactive preventative
maintenance schedule.

Schedule of maintenance tasks exists and
can be demonstrated to be functional.

Maintain currency of anti-virus definitions.

Anti-virus definitions up to date on all
College owned computers.

Deploy appropriate patches for the relevant
operating system(s).

Patches up to date on all College owned
computers.

Maintain an SOE (Standard Operating
Environment).

Images catalogued and available from a
designated network location.

Occurs as required and is documented.

Test software for new programs.

Support staff with connectivity/operation of
IWBs (Interactive White Boards).

All boards operational and required
software is deployed.

Assist in the management of the College
email system(s).

All users have access to a College email
account.

Assist in the management and maintenance
of the College portal.

Staff, students and parents have access to
relevant/appropriate web services –
Teacher Kiosk, SharePoint, Parent Lounge
or Student Café.

Support Library Staff with management of
AV materials & Clickview.

All computers have Clickview client installed
and Library Staff able to access required
modules/catalogues.
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Key Competency 3 - Providing Adequate Resources
Key Tasks
Key Performance Indicators
Add new users.
 Delete users no longer active.
 Maintain/Edit existing users.


Users have access to required services.

Maintain the software and hardware asset
registers.

Asset registers exists and are up to date.

Perform technical setup for College events
for both internal and external groups.

Feedback from others highlights satisfaction
with the work of the ICT Customer
Services Officer.

Maintain the projectors and other
classroom AV systems.

Record of maintenance schedule exists and
is up to date.
 Projectors and AV systems are operational.
Key Competency 4 - Promoting and Achieving Quality Outcomes
Key Tasks
Key Performance Indicators
Demonstrate a willingness to engage in
relevant Professional Development
programs.
 Assist in the maintenance of OSH&W
requirements and adhere to safe work
practices.
Evidence of participation in relevant
programs.
 Evidence of compliance to safe work
practices and OHS&W policies and
procedures.
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April 2015
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