RMIT Business Position Title: Help Desk Supervisor, RMIT Business Online

RMIT Business Position Title: Help Desk Supervisor, RMIT Business Online

HOW TO APPLY

Your application must include:

–a covering letter outlining your interest in the position

–a statement of your suitability against each of the Key Selection Criteria

–your current curriculum vitae containing names, postal addresses, telephone numbers and where available, e-mail addresses and facsimile numbers of three referees who will provide references when required, and

–a completed Job Application Sheet.

Your application should also include the following details:

–Educational, professional and other relevant qualifications

–Relevant work experience

–If successful, period of notice required to join

–Details of service with other educational institutions, public authorities and military service where applicable

RMIT’s Vocational Education and Training Sector (TAFE Sector) cannot employ persons who have within the last three years received a Voluntary Departure Package from any Victorian Public Sector Department or Government Agency.

The University also has restrictions relating to the re-employment of ex-staff members who had left RMIT with Voluntary Departure Packages, redundancy or negotiated separation packages. The nature of the restrictions depends on individual cases.

Do not send valuable original documents or exhibits with your application, as articles may be lost in transit.

Written applications quoting the relevant reference number should be addressed to:

People ServicesOR emailed to

Kellie Whitburn

RMIT University

City Campus

P.O. Box 188

Carlton South VIC 3053

Please endorse the envelope "APPLICATION - CONFIDENTIAL"

JOB APPLICATION SHEET

PLEASE COMPLETE ALL DETAILS LISTED BELOW AND EMAIL THIS SHEET WITH APPLICATION TO or post to the address below.
Reference No / 30009040
Position Title / Help Desk Supervisor
Family Name / Title
Given Name(s)
Home Address
Postcode / State
Email Address
Telephone
HomeWork Mobile
Citizenship
Resident Status if not Australian
Where did you see this job advertised?
APPLICATIONS ADDRESSED TO
People Services
Kellie Whitburn
RMIT University
City Campus
PO Box 188
Carlton South Vic 3053 / or email to
FOR PEOPLE SERVICES USE ONLY
HR system updated and acknowledgement sent
Date / Initial

Position Description

Help Desk Supervisor

Business Online

RMIT Business Position Title: Help Desk Supervisor, RMIT Business Online

1.POSITION SUMMARY

Position Title: / Help Desk Supervisor
Position Number: / 30009040
Time Fraction: / Full time
Tenure Status: / Continuing
Classification: / HEW7
Salary Range: / $47,530 – $51,449 p.a.

Section

Faculty/Group:

/ Business

School/Department/Branch:

/ Business Online

Campus Location:

/ Based at the City campus but may be required to work at other campuses of the University and in offshore programs offered by the Faculty.

2.THE UNIVERSITY

RMIT University is a multi-level dual sector education, training and research service organisation, offering programs ranging from certificate level vocational programs through tailored programs for industry and community clients, to post-graduate research programs. The University has several companies that are responsible for commercial activities relating to the University’s core functions.

The University’s goal is to create and sustain a distinctive world-class university at the forefront of technical and professional education and real-world research, through continuous improvement and with all staff committed to quality management processes. As a world-class university, RMIT will be recognised as a leader in its teaching and learning processes, research activities and community services.

For further information, please also see:

3.RMIT BUSINESS

RMIT Business is one of the largest Business Schools in Australia and is based at 239 Bourke Street in Melbourne’s Central Business District. Established in 1944 it is now the largest Faculty at RMIT University with around 500 staff working with approximately 19,500 students in Australia and overseas. RMIT Business earns almost three-quarters of its annual revenue from non-Government sources and is highly entrepreneurial and outward looking in its vision.

Its strategic priorities for the next five years are:

• Developing staff capabilities
• Electronic work and educational environment
• Flexible education
• Partnerships with industry and government
• Effective Faculty management

RMIT Business consists of five Schools, two Research Centres (Transport Research Centre and the Centre for Quality Management Research) and the Office of the Dean.

The Schools represent major discipline groupings within the Faculty:

• School of Accounting & Law
• School of Business Information Technology
• School of Economics & Finance
• School of Management
• School of Marketing

Each School offers a comprehensive and seamless range of education and training from short courses and certificates through to research higher degrees. All courses, including Vocational Education and Training programs (VET), are available to Australian and International students, either in Victoria or at various overseas locations.

RMIT Business prides itself on its educational contribution to the global business community. Its Melbourne campus is a popular destination for international students and the Faculty is involved in educational partnerships in a range of countries throughout South East Asia, including China, Hong Kong, Malaysia, Singapore, Vietnam and Thailand. A wide range of offshore degree programs, including articulation arrangements, is offered in collaboration with local institutions.

RMIT Business aims to be accessible to a diverse range of communities, including those that are geographically isolated. To this end it has developed a number of new initiatives, including a new Bachelor of Commerce degree delivered entirely “On-Line”. Innovation and Entrepreneurship are at the forefront of the RMIT Business strategy for the future.

For further information, please also see:

RMIT Business OnLine

RMIT Business On-line is one of five key Groups located in the Office of the Dean RMIT Business.

RMIT Business On-Line will provide a high quality, monitored and continuously improved services to students and staff in the areas of student support, information technology and on line teaching and learning support. The quality of these services is critical to the on going success of the Faculty and will differentiate RMIT Business in an increasingly competitive market place.

Specific objectives include;

• Coordinate and deliver quality helpdesk services to students and staff.
• To engender client focus, team work and pride in the staff of the Centre and their role in the delivery of Help Desk Services.
• To create quality and professional image for the Help Desk by providing regular information to clients and using client feedback to improve and develop new services
• Develop a Faculty Helpdesk strategy addressing the requirements of our Teaching and Learning and Research Investment Strategies, and supporting the strategic directions of the Faculty.
• Provision of quality IT teaching and staff computing facilities and, with the assistance of the Director of Information Technology (DOIT), the implementation and management of ITAP/ LTS activities/ initiatives and responsible for management of associated budgets.
• Manage student related services including those which are provided /undertaken through computer technology.

The Group has three main Units each of which has a strategic and operational focus. These areInformation Technology Services, Online Teaching and Learning and Client Services Unit.

Information Technology Unit, in consultation with ITS, will provide strategic advice regarding future trends in IT and communications infrastructure together with hardware/software solutions to assist implementing the Faculty IT strategic plan. Operational activities include student / staff PC support, lab maintenance and upgrade, management of the Business Faculty’s NDS containers, users, servers, software licences, audiovisual support to teaching spaces and special events.

Online Teaching and Learning Unit will work with guidance from Learning Technology Services and in conjunction with staff from the Associate Dean Academic Services. The group will provide strategic advice and direction regarding current and future trends in on line learning and teaching practice. Operational activities include provision of educational design and production support to staff in schools, address the initiatives of ETEC IT, liaise with LTS and working with ITAP budget.

Client Services Unit will with work closely with Schools and the two other groups in the Unit to implement the Faculty Client Relationship Management strategy. Operationally the group will be responsible for Faculty based student support services and student relationship management.

4.JOB SUMMARY

The Help Desk Supervisor is responsible for the effective functioning of the Staff Help Desk and the Student Support Centre. This includes ensuring that these areas are staffed between the hours of 8:00 am to 9:00 pm weekdays and 10:00 am to 5:00 pm weekends. The principal role of the Supervisor is to provide timely response to minor technical problems in the laboratories and staff areas, and general information and interpretation of policy to students and staff when requested.

5.REPORTING RELATIONSHIPS

The Supervisor, Client Services reports as an interim strategy, directly to the Manager IT, and has 4 full time staff positions and casual staff as required. The position must liaise closely with the other staff within the team.

(An Organisational Chart is attached)

Note:

The University reserves the right to make changes to its structure to improve operational outcomes. This may require changes to the duties of the appointee.

6.SPECIFIC ACCOUNTABILITIES

Position Accountabilities

6.1To lead and supervise the helpdesk support staff. This will include staff supervision, allocation of resources, prioritization and delegation of tasks, training and inducting new staff and preparation of roster for casual staff.

6.2To liaise with technical, cleaning and security staff to ensure open access laboratories (250 machines) are functioning at optimum level to meet student’s need and access. Assess and recommend strategy for improvement.

6.3To provide regular reports to the Faculty on the range and type of queries received by the Helpdesk Staff for future use in process improvement and allocation of resources.

6.4To manage the laboratory booking system, including loaning audio/visual and multimedia equipment to lecturers and students, and to track loaned material.

6.5 Be responsible for the reconciliation and banking of money received for print credits.

6.6To review and improve the quality assurance processes at the Helpdesk to facilitate best practice in client services.

6.7Other duties as directed within the scope of this classification.

Corporate Accountabilities

6.8To contribute to the strategic direction setting and policy making processes of the University and the Section by participating in key Group, Section and University forums and undertaking specific Section level project/tasks.

Personal Development

6.9To assume joint responsibility for career development by actively participating in various activities (mentoring, job rotation, secondments and joint group projects) and producing a jointly agreed development plan identifying key areas which will assist in your personal and professional development, consistent with the strategic goals of RMIT Business Online.

Occupational Health & Safety

In order to comply with Occupational Health & Safety Legislation, each employee is required to:

• Adopt work practices that support the OH & S policy
• Take reasonable care for his/her own health and safety and that of others in the workplace that may be affected by their actions
• Participate in meetings, fire drills, training and other OH & S activities
• Use equipment in compliance with relevant guidelines
• Ensure that all incidents, hazardous conditions or injuries are reported immediately to the supervisor or relevant authority.

7.QUALIFICATIONS

Applicants must possess some experience as a supervisor of staff in client services roles. A mandatory requirement should at least be an Associate Diploma, with the completion of a degree is highly desirable.

8.KEY SELECTION CRITERIA

8.1Demonstrated experience in supervising and managing technical and client services staff in client services roles.

8.2Demonstrated ability to establish quality assurance systems in a client services environment.

8.3Proven ability to work as part of a team delivering a client service role

8.4Demonstrated ability in interpersonal and time management skills.

8.5Demonstrated problem solving and solution implementation skills.

8.6Possess sound IT skills and understanding of the requirements of IT function.

9.OTHER RELEVANT INFORMATION

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RMIT Business Position Title: Help Desk Supervisor, RMIT Business Online

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