POSITION TITLE:Service Desk Officer

POSITION TITLE:Service Desk Officer

POSITION NUMBER:10422

AWARD:Local Government Officers Award

CERTIFIED AGREEMENT:Current Central Highlands Regional Council
Enterprise Bargaining Agreement

AWARD CLASSIFICATION:3 - 4

REPORTS TO:Coordinator Information Technology

REPORTING DEPARTMENT:Corporate Services

It is essential to respond to each criterion with one or two paragraphs explaining how you have demonstrated each particular skill or quality, and including examples from your work experiences. Candidates shortlisted for interviews will be assessed on both a face-to-face interview as well as how well the following selection criteria are addressed

1. Outline your experience working at a Senior Service Desk OfficerLevel, providing IT support to staff at all levels within an organisation and acting as an escalation point for level 2 & 3 support requests and problems.

1. Outline your experience in coordinating the scheduling and roll-out of new or enhanced software and/or hardware.

1. Mark your level of skill and/or knowledge for the systems and applications in the table below.Please, attach a brief overview for each item you have marked to demonstrate your experience orknowledge.

If you have had no previous experience or knowledge, leave the row un-marked.

System or Application / Beginner / Intermediate / Advanced
Active Directory
Creating & Managing User Accounts
Creating & Managing Security Groups
Group Policy
Creating & Managing Group Policy Settings at a Domain Level
Microsoft System Centre Configuration Manager
Creating Software Deployment Packages
Deploying Software Packages
Creating Windows SOE Deployment Packages for Desktops & Laptops
Deploying Windows SOE Packages to Desktops and Laptops
Microsoft Office 2013
Using Microsoft Office 2013 Products
Supporting Microsoft Office 2013 Products
System or Application / Beginner / Intermediate / Advanced
Skype for Business/Microsoft Lync 2013
Using Skype for Business
Supporting Skype for Business
Microsoft Office 365 (O365)
Using O365 Products
Supporting O365 Products
Configuring User Accounts in O365
Citrix XenApp
Using XenApp Desktop & Published Apps
Supporting XenApp Desktop & Published Apps
VMware vSphere
Deploying Virtual Servers from Templates
Editing Virtual Server Resources
Windows Server 2008, 2012 & 2016
Using Windows Server 2008/2012
Configuring Windows Server Roles & Features
Windows 7
Using Windows 7
Configuring & Supporting Windows 7
Microsoft Exchange 2010
Creating & Managing Exchange Mailboxes
Creating & Managing Distribution Groups
SQL Server 2008 & 2012
Writing & Running SQL Selection Queries
Writing & Running SQL Update Queries
Installing SQL Server Instances
Creating Maintenance Plans
Scheduling SQL Server Jobs
Creating ODBC Connections
Service Desk
Using Service Desk Ticketing Systems
Knowledge of ITIL Framework
Workstations
Supporting Desktops & Laptops
Imaging Desktops & Laptops
Mobile Devices
Supporting iOS Phones & Tablets
Using Mobile Device Management Systems
Networking
Troubleshooting network issues
Configuring and Deploying Juniper Network Devices
Working with Microwave Radio and Wi-Fi Equipment

All information provided in response to the outlined selection criteria is a true reflection of my skills, knowledge and relevant industry experience for this position.
Name:Date: