Page 1 of 5                 Comparative Job & Person Specification Analysis                       for First Level ICT Help...
Page 2 of 5Table 1Job & Person Specifications examined include:Department / Agency                                   Branc...
Page 3 of 5Table 2The following table quantifies the roles and responsibilities per category detailed in ICT Helpdesk Job ...
Page 4 of 5Key to Table 2Column 1 – ICTC J&PSThis column quantifies the number of roles and responsibilities contained in ...
Page 5 of 5Resultant PercentilesFirst Level ICT Central Helpdesk Officers currently fulfil 98% (201/(234-29)) ofall the AS...
Upcoming SlideShare
Loading in …5
×

Comparative analysis for J&PS ICT first level helpdesk

996 views

Published on

In 2007 I proposed and achieved the reclassification of four (4) ICT helpdesk officers in ICT Central, SA Health, from ASO2 Helpdesk Officer up to ASO3 Senior Helpdesk Officer

  • Be the first to comment

  • Be the first to like this

Comparative analysis for J&PS ICT first level helpdesk

  1. 1. Page 1 of 5 Comparative Job & Person Specification Analysis for First Level ICT Helpdesk Officers throughout the South Australian Public ServiceA total of 553 roles and responsibilities (Appendix 1) were examined fromeleven First Level ICT Helpdesk Job & Person Specifications (J&PS) forseven State Government Departments and internal Health Agencies (seeTable 1 with remuneration levels from ASO2, ASO3 and ASO4).Specific second level support roles and responsibilities examined from J&PSfrom metropolitan (non-CBD) areas including Flinders Medical Centre andThe Queen Elizabeth Hospital, were discounted from combined first levelhelpdesk and second level support J&PS positions in Table 2 as column 7.Department of Health second level ICT support J&PS defining specific rolesand responsibilities not performed by First Level ICT Central HelpdeskOfficers include: • User Administration ASO3 Senior Helpdesk Officer • PC Support ASO4 ICT Support OfficerThe 533 roles and responsibilities are categorised under the following 15headings:1. Adaptability, Learning and Development, Undertaking Training2. Communication with Customers, Team Members and External Affiliates3. Computer Literacy (Applications, Hardware & Network Infrastructure)4. Confidentiality, Privacy, Freedom of Information5. Customer Service, Efficiency and Efficacy6. Documentation (Preparation, Maintenance, Distribution)7. Initiative, Responsibility, Pro-activity, Working without Supervision8. Meeting Deadlines, Prioritisation, Working Under Pressure9. OHW&S, EEO, Equity and Diversity10. Other11. Planning, Organisation and Management12. Problem-solving, Analytical Ability, Investigation and Research13. Project Work, Higher Duties14. Teamwork, Contributing to the Whole15. Training Users, Clients and Team Members/home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc
  2. 2. Page 2 of 5Table 1Job & Person Specifications examined include:Department / Agency Branch / Section Remuneration J&PS Position TitleDepartment of Health ICT Central (ICTC) ASO2 Helpdesk Officer Flinders Medical Centre ICT ASO2 ICT Support Officer ASO3 Senior Support Officer The Queen Elizabeth Hospital ASO3 Helpdesk Officer Information Technology & Telecommunications ASO4 Helpdesk CoordinatorDECS Technology & Knowledge ASO3 Customer Support Analyst(Department of Education & Management ServicesChildren’s Services) IT Customer Support Centre ASO4 Senior Customer Support AnalystDFEEST Service Desk ASO4 ICT Service Desk Officer(Department of Further Education,Employment, Science & Technology)DTF ICT Services ASO3 Service Desk Officer(Department of Treasury & Finance) Shared Services Reform Office ASO4 ICT Support OfficerSAPOL Information Systems & ASO3 Helpdesk Officer(South Australian Police) Technology Services/home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc
  3. 3. Page 3 of 5Table 2The following table quantifies the roles and responsibilities per category detailed in ICT Helpdesk Job & Person Specifications (ASO3,ASO4) that are currently being performed by Department of Health ICT Central First Level Helpdesk Officers (ASO2). Column 1 Column 2 Column 3 Column 4 Column 5 Column 6 Column 7 ICTC Comparing out of Comparing out of 2nd Level Category J&PS ICTC to ASO3 Total ICTC to ASO4 Total Support 2 1 5 5 8 8 0 3 2 13 15 11 13 3 6 3 33 52 24 34 28 5 4 2 3 0 0 1 11 5 49 50 22 26 1 3 6 10 13 13 25 5 1 7 22 24 23 26 1 1 8 8 8 7 8 1 2 9 14 14 13 13 0 2 10 5 6 6 8 0 0 11 6 8 13 15 2 2 12 7 7 8 8 0 3 13 2 2 5 12 2 2 14 21 21 17 17 0 3 15 4 6 3 7 2 46 Total 201 234 173 220 46For column Key see page 4/home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc
  4. 4. Page 4 of 5Key to Table 2Column 1 – ICTC J&PSThis column quantifies the number of roles and responsibilities contained in the ICT Central ASO2 Helpdesk Officer J&PS for eachcategory (providing a category weighting of role importance for the ICTC Helpdesk Officer position).Column 2 – CategoryThis column lists the category number from page 2 representing the category of collated roles and responsibilities from all J&PSexamined in this comparative analysis.Column 3 – Comparing ICTC to ASO3This column quantifies the number of ASO3 remunerated roles and responsibilities currently performed by First Level ICT CentralHelpdesk Officers examined in the 553 roles and responsibilities analysed.Column 4 – out of TotalThis column quantifies the total number of ASO3 roles and responsibilities examined in the comparative analysis.Column 5 – Comparing ICTC to ASO4This column quantifies the number of ASO4 remunerated roles and responsibilities currently performed by First Level ICT CentralHelpdesk Officers examined in the 553 roles and responsibilities analysed.Column 6 - out of TotalThis column quantifies the total number of ASO4 roles and responsibilities examined in the comparative analysis.Column 7 – 2nd Level SupportThis column quantifies the number of specifically second level ICT support roles and responsibilities that have been discounted from theresultant percentiles in the comparative analysis because they are currently performed by dedicated second level ICT Services unitswithin the Department of Health./home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc
  5. 5. Page 5 of 5Resultant PercentilesFirst Level ICT Central Helpdesk Officers currently fulfil 98% (201/(234-29)) ofall the ASO3 duties, roles and responsibilities expected from all First LevelHelpdesk Officers across the seven examined Departments and Agencies.First Level ICT Central Helpdesk Officers concurrently fulfil 85% (173/(220-17)) of all the ASO4 duties, roles and responsibilities expected from FirstLevel Helpdesk Officers across the seven examined Departments andAgencies.10% (58/553) of duties, roles and responsibilities are specifically assigned tospecialized Second Level ICT Support Officers within the Department ofHealth ICT Services branch and are deducted from the total roles andresponsibilities tallied (column 7 Table 1).eg. 28 Computer Literacy (category 3) roles performed by J&PS at FMC andTQEH are performed by specialized ICTS PC Support and are not included inresultant percentiles above.The four ASO3 duties, roles and responsibilities tallied as not currentlyapplied by First Level ICT Central Helpdesk Officers and not applied by ASO4ICT Support Officers within the Department of Health include:1. Minimum two years experience in the provision of IT Helpdesk or similarly user oriented support function.2. Assist in the identification, establishment and review of corporate and departmental performance standards and outcomes.3. Desirable - Supervisory experience to manage work of subordinates as required.4. Desirable - Knowledge of change management and configuration management processes./home/pptfactory/temp/20120407125431/comparativeanalysisforjpsictfirstlevelhelpdesk-13338031515119-phpapp01-120407075430-phpapp01.doc

×