POSITION DESCRIPTION

Position Title

IT Support Officer

Facility /Corporate

Corporate

Unit/Department

IT

Classification
Reports to

ACHA IT Coordinator

Supervises
/Manages

Number of staff:

( if applicable)

Position Summary

Organisation Chart Attached

Dept/Unit Budget:
The position is responsible for the timely set- up, installation and support of the
Desktop and Hardware environment across multiple sites in South Australia as well
as project work as needed. The position works accepts delegated tasks from the
ACHA IT Coordinator and the Healthscope IT Service Desk. A high level of customer
service is a critical component of the role with clear and informative communication
lines occurring at all times.

Qualifications Mandatory

Qualifications -

Microsoft Server Certification/s

Desirable

Diploma in Information Technology

Organisational
Context

Microsoft Desktop Certification/s

(or equivalent)

Adelaide Community Healthcare Alliance Incorporated (ACHA) is one of the largest

private healthcare networks in South Australia. Operating within its proud communitybased and not-for-profit tradition, it provides a wide range of high quality healthcare
services through its collection of acute medical, surgical and obstetric hospitals.
ACHA is an Association governed by a Board of eight Directors elected and
appointed by its members in accordance with its Constitution.
ACHA enjoys a contractual agreement with Healthscope Ltd that sees ACHA retain
responsibility for strategic direction and governance while Healthscope Ltd takes care
of daily management of operations.
As a not-for-profit community health organisation, surplus funds are re-invested into
the organisation and utilised in upgrading patient facilities, service and equipment
ACHA is comprised of Ashford Hospital, Flinders Private Hospital and The Memorial
Hospital
Our Vision: To be the first choice for private health service for South Australians
Mission: We are a group of private hospitals in Adelaide that provides an integrated
range of quality medical, surgical and health related services in a safe environment
Our Core Values: We will demonstrate

A passion for excellence

A commitment to quality patient care

Integrity, transparency, accountability and loyalty in relationships

ACHA Support Committee

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POSITION DESCRIPTION

Personal
Competencies
Required

Job Competencies
Required

Key Responsibility 1
Performance
Criteria

The provision of a safe hospital environment

A preparedness to innovate and change

A commitment

Proven customer service and support skills

Excellent communication skills

Excellent time management skills with an ability to work effectively

independently and as part of a team

An understanding of quality improvement processes

Proactive in ensuring jobs are closed off to the customers satisfaction

Ability to trouble shoot a wide range of IT questions, refer on if unable to

solve

Be responsive to requests for help or redirect as required

Experience in the Microsoft Windows desktop and office products

Knowledge of Local Area Networks and network operating procedures

Able to install and support the technology environment across ACHA

Induct and oversee site contractors

Ability to troubleshoot desktop hardware and software problems

Ensure back-up systems are functional and operational at all times

Timely completion of jobs

Identify and rectify problems that are not possible to be fixed by remote
support alone.

Health Care / Service Excellence

Maintain ACHA business confidentiality

Maintain patient/client and staff confidentiality in compliance with the Privacy
Legislation and Healthscope privacy policy

Key Responsibility 2
Performance
Criteria
Key Responsibility 3
Performance

Adhere to corporate and hospital site / business units policies and procedures

Achieve better than IT industry standards in response times for IT problem

resolution

Immediately advise of any patient/staff risk due to any IT problem/issue that

is found
Quality & Risk Management

Actively participate in quality improvement and risk reduction activities and

preparation for accreditation events

Work Health, Safety & Well-Being

All staff

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POSITION DESCRIPTION

Criteria

Comply with all safety guidelines and promptly report hazards or injuries

Actively participate in injury prevention and injury management programs

Managers and supervisors also need to:

Ensure a safe and healthy work environment and safe systems of work, in
consultation with employees.

Provide relevant information, instruction, supervision and training and ensure

attendance.

Key Responsibility 4

Identify, investigate and control hazards.

Assist in the management of staff returning to work after illness or injury in
line with company and legislative requirements

Desktop Support

Performance
Criteria

Key Responsibility 5

Hardware Support

Performance
Criteria

Key Responsibility 6
Performance
Criteria

Windows Desktop Support;

- via remote tools SCCM, LogMeIn, VNC, TeamViewer
- via local on-site support
Logging calls for application issues, escalating to the relevant support team
where necessary while taking ownership for the effected end user
Active Directory Account administration (eg; AD Group Membership), and
selected applications e.g. Webpas, EDEN, MEDICA, ProVation, Endobase,
WiPath, K2.
Licensed software installation requests

Printers setup, management and support. Escalating hardware issues to 3 rd

Party support and managing this process through to completion
Handling communication issues and requests. E.g. PABX move/add/changes,
DTEC issues, requests for new phone lines and phone hardware.
Desktop hardware Installation move/add/change requests
Data Network move/add/change request

Teamwork

Demonstrates professional, ethical and respectful behaviour and teamwork at

all times in accordance with our core values and code of conduct

Participates in the relevant departmental meetings, committees, surveys and

audits

Keep IT coordinator aware of technology issues and concerns arising at each

ACHA site

Ensures that sites IT issues are timely communicated to staff where required

Ensuring staff with a logged IT issue are kept inform of resolution progress at
all times

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POSITION DESCRIPTION

Key Responsibility 7
Performance
Criteria

Learning & Development / Innovation & Resourcefulness

Maintain technical knowledgebase to be able to perform the duties inherited to the
role
Demonstrate timely completion of jobs
Identify learning needs and put a strategy in place to achieve constant updating of
IT skillset

Appraisal

Note:

Appraisal performed at 3 months, from commencement then bi-annually; or when

there is a change of position, or any time there is a need to review performance

Statements included in this position description are intended to reflect in general the duties and
responsibilities of this position and are not to be interpreted as being all-inclusive.

Position Description authorised by

IT Coordinator Signature

Print Name

Date

Area Manager Signature

Print Name

Date

Employee Acknowledgement
I hereby acknowledge that I have received a copy of my Position Description and have read and agree with
the duties and responsibilities that have been outlined,
Employee Signature

Employee Print Name

Date

ACHA Support Committee

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