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IT Support Position Description

Position Description

Position Title:

IT Support


Direct Reports:




Based primarily at Hospice North Shore and working across the Northern Hospice Alliance (Hospice North Shore, Hibiscus Hospice and Warkworth Wellsford Hospice)



May 2017


Reporting To:

Administration Manager NHA



0.5 FTE

20 hours per week (4 hours per day, Monday to Friday)


Position Objective


To provide IT support for the Northern Hospice Alliance to ensure that staff are allocated the right technology solution for their role, access rights are managed, a security system for IT assets is in place and staff are coached and trained to use their tools in the most effective way.




Key Accountabilities and Expected Results


Expected Results

IT Support


  • Manage the allocation, access rights and security of ICT systems for staff, including new staff set up, replacement phones, computers, iPads
  • Be primary contact for staff requests for technology hardware, software and training
  • Work with teams as required, across the Alliance to refine business processes through the use of new or existing ICT systems
  • Support the new employee induction process through the timely arrangement of new user accounts and clinical application access


  • Develop training documentation for users
  • Provide relevant coaching and training to staff and volunteers as appropriate

Technical support for projects & strategy

  • Contribute towards the evaluation of Hospice needs and ICT strategy, projects and policies to help support their achievement
  • Contribute technical assistance to other projects i.e. website development, e-learning as required
  • Work with fundraising team to identify projects appropriate for grant applications

Procurement & Supplier Management

  • Assist with ensuring that ICT services and activities are appropriately costed, funded and managed within budget
  • Assist with the management of RFP procurement processes for new ICT systems and support contracts
  • Manage supplier relationships and monitor performance
  • Liaise with network provider when required to resolve user problems
  • Accurately track ICT assets and budget for maintenance or replacement as needed

Any other Reasonable Duties

  • Any other reasonable duties as required by the Administration Manager in order to support a happy, safe and high performing work environment.
  • Meet employee responsibilities in accordance with Appendix 1.


Important Working Relationships


  • Administration Team
  • Fundraising Team
  • Executive Team
  • Staff across the Northern Hospice Alliance


  • External providers eg., network provider, hardware suppliers
  • Patients, families and visitors to the Hospices


Person Specification



  • Experience providing IT support within business environments
  • Practical experience troubleshooting computer, telephony, printing and wireless issues in a networked environment
  • Possess a broad knowledge of ICT systems and standards
  • Basic understanding of accounting principles and budgets
  • Advanced Microsoft Office (Word, Excel, Access) knowledge
  • Experience in coaching and training others
  • Highly organised with the ability to manage a busy and varied work load and meet conflicting deadlines
  • Excellent problem-solving and analytical skills
  • Collaborative working style
  • Knowledge of Principles of the Treaty of Waitangi and biculturalism
  • Cultural awareness and sensitivity in dealing with people from diverse backgrounds and ethnicities
  • Meets the Behaviours as set out in Appendix 1.
  • Formalised training/certifications in areas relevant to ICT systems (i.e. Degree, vendor certifications in relevant technologies, PRINCE 2 or PMP Certification)
  • Knowledge of NZ health system and associated acts & standards
  • Familiarity with the field of health informatics
  • Exposure to Electronic Health Record (EHR) systems


Appendix 1

General Responsibilities of an Employee of the Northern Hospice Alliance.

The following responsibilities are shared by all Northern Hospice Alliance staff. Please read this section carefully as it contains important information that applies to your role every day.

General Responsibilities


What’s Expected of You

Professional Standards

  • Maintain any qualifications, including registrations and practising certificates, required for legal and safe practice
  • Keep yourself up to date on knowledge, best practices and legislation relating to your work
  • Make a personal contribution towards effective and efficient working relationships with your team and other NHA Teams
  • Ensure you carry out your work in a way that is customer focused and meets professional standards
  • In conjunction with your manager, identify your own training needs and plan to meet these needs
  • Manage your own time and prioritise your work effectively.


Legislation, Regulations and Organisational Policies

  • Be familiar with and adhere to the provision of:
  • All relevant acts and regulations
  • All organisational policies
  • Relevant procedure manuals.


Health and Safety

  • Carry out work in a healthy and safe manner
  • Encourage and assist others to work in the same way
  • Report and rectify any unsafe workplace conditions/practices
  • Complete an accident report for any accident, injury or near miss which has taken place at work in a timely manner
  • Co-operate with, support and promote health and safety actions and initiatives in the workplace
  • Read and understand the health and safety manual and the emergency plan
  • Keep your knowledge of identified hazards up-to-date.



  • Adhere to the Privacy Act 1993 and the Health Information Privacy Code 1994 and subsequent amendments in regard to the non-disclosure of information
  • Strict confidentiality of patient, applicant and employee information is maintained at all times.



  • Thoughtful of other people and take time to put yourself in other people shoes
  • Positive about what we can achieve, high standards and motivate others to achieve
  • Open, flexible and accepting of challenges
  • Treat others as you would like to be treated
  • Honest with yourself and with others
  • Resources are used thoughtfully and effectively
  • Behave and work in a responsible and ethical manner that is consistent with your profession
  • Understand that everyone has a voice and therefore you listen, acknowledge and respond appropriately
  • Recognise that each individual brings unique qualities to contribute to the group.