HOW TO APPLY
Your application must include:
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–
–
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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:
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Educational, professional and other relevant qualifications
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Relevant work experience
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If successful, period of notice required to join
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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 Services
Kellie Whitburn
RMIT University
City Campus
P.O. Box 188
Carlton South VIC 3053
OR emailed to kellie.whitburn@rmit.edu.au
Please endorse the envelope "APPLICATION - CONFIDENTIAL"
RMIT Business
Position Title: Help Desk Supervisor, RMIT Business Online
JOB APPLICATION SHEET
PLEASE COMPLETE ALL DETAILS LISTED BELOW AND EMAIL THIS SHEET
WITH APPLICATION TO kellie.whitburn@rmit.edu.au 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
Home
Work
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 kellie.whitburn@rmit.edu.au
FOR PEOPLE SERVICES USE ONLY
HR system updated and acknowledgement sent
Date
Initial
RMIT Business
Position Title: Help Desk Supervisor, RMIT Business Online
Position Description
Help Desk Supervisor
Business Online
RMIT Business
1.
Position Title: Help Desk Supervisor, RMIT Business Online
POSITION SUMMARY
Position Title:
Position Number:
Time Fraction:
Tenure Status:
Classification:
Salary Range:
Section
Faculty/Group:
School/Department/Branch:
Campus Location:
2.
Help Desk Supervisor
30009040
Full time
Continuing
HEW7
$47,530 – $51,449 p.a.
Business
Business Online
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.
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: www.rmit.edu.au
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:
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Developing staff capabilities
Electronic work and educational environment
Flexible education
Partnerships with industry and government
Effective Faculty management
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RMIT Business
Position Title: Help Desk Supervisor, RMIT Business Online
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:
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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: www.bf.rmit.edu.au
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;
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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.
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RMIT Business


Position Title: Help Desk Supervisor, RMIT Business Online
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
are Information 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.
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RMIT Business
5.
Position Title: Help Desk Supervisor, RMIT Business Online
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
6.1
To 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.
6.2
To 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.
6.3
To 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.
6.4
To 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.
6.6
To review and improve the quality assurance processes at the Helpdesk to facilitate best
practice in client services.
6.7
Other duties as directed within the scope of this classification.
Corporate Accountabilities
6.8
To 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
6.9
To 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.
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RMIT Business
Position Title: Help Desk Supervisor, RMIT Business Online
Occupational Health & Safety
In order to comply with Occupational Health & Safety Legislation, each employee is required to:

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7.
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.
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
8.1
Demonstrated experience in supervising and managing technical and client services staff in
client services roles.
8.2
Demonstrated ability to establish quality assurance systems in a client services environment.
8.3
Proven ability to work as part of a team delivering a client service role
8.4
Demonstrated ability in interpersonal and time management skills.
8.5
Demonstrated problem solving and solution implementation skills.
8.6
Possess 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
DIRECTOR
BUSINESS ONLINE
Administration
Officer
Personal
Assistant
Manager,
Online Teaching and
Learning Unit
Copyright
Co-ordinator
Team Leader,
Production
Copyright Assistant
Copyright Assistant
Manager
Client Services
Team Leader,
Educational
Design
Manager
IT Unit
Team Leader,
Network &
Applications
Team Leader,
Technical
Support
Supervisor
Help Desk
Technical Support Officer
Technical Support Officer
Technical Support Officer
Technical Support Officer
Technical Support Officer – AV
Technical Support Assist – AV
Technical Support Officer
Technical Support Officer
IT Asset Management Officer
Project Officer
Educational Designer
Educational Designer
MM Producer
MM Assistant
MM Assistant
Web Administrator
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Cross Cultural
Consultant
Technical Officer
Technical Officer
Network Technician
Technical Officer
(Network & App)
Help Desk Assistant
Help Line Assistant
Help Line Assistant
Casuals