2. • Introduction
• ICT Roles
• Policies and Procedures
• KPIs
• Legislations
• Positive Communication
Strategies
• Written and Oral Communication
3. Information technology (IT) is the application of
computers and telecommunications equipment to
store, retrieve, transmit and manipulate data, often
in the context of a business or other enterprise.
4. IT ROLES
• There are many roles in an IT
or ICT, but most
organizations do not need
someone to fill all the roles
• Roles can be combined
• It can be outsourced
• Name give to IT roles vary
from organization to
organization – “it is
important to understand
the role rather than the title
of the job”
5. IT ROLES
• IT Consultants and
planners
• IT Operations technicians
(network support)
• IT user support
technicians (help desk
support)
• Network/systems
designers and engineers
• Software designers and
engineers
• Web developers and
producers
6. POLICIES AND
PROCEDURES
• Policies are general guides to
decision making
• Procedures, on the other
hand, are more specific
statements e.g. SOPs
• You need to have a clear
understanding of any SOPs
relating to your role and
tasks.
• Both policies and procedures
convey to employees and to
other stakeholders the
organization’s interests –
their vision, mission, goals
and methods they intend to
use to achieve these goals
7. Stakeholders – are the people
or entities with which your
organisation has contact
Enterprise priorities:
• Different classes of clients
• Different services and product lines
• New product/service launches
• Market research
• After sales service
• Customer complaints
8. KEY
PERFORMANCE
INDICATORS
• Meet the knowledge
requirements of your role
• Keep product knowledge
up-to-date at all times.
• Be able to provide clients
with information without
error
• Demonstrate the necessary
skills to access and input
data.
• Operate the enterprise’s
applications systems and
software correctly and in a
timely manner
9. LEGISLATIONS
• Equal Opportunity Act 1984
(SA and WA)
• Anti-discriminating Act
1994 (Qld)
• Racial Vilification Act 1996
(SA)
• Telecommunications Act
1997 (Cth)
• Privacy Act 1988 (Cth)
• Workplace health and
safety legislation
• Consumer protection and
sale of goods legislation
10. “IT IS YOUR RESPONSIBILITY
TO KNOW YOUR OBLIGATIONS
UNDER LEGISLATION AND THE
CONSEQUENCES, BOTH FOR
YOUR ENTERPRISE, AND FOR
YOURSELF, OF NON-
COMPLIANCE”
• Ethics – social
responsibility
• Information
collection records
and disclosure
• Data quality and
security
11. The following is a brief summary of the conditions you must comply with
when collecting , recording and disclosing information:
• You must not collect information unless the information is necessary for
one or more of the enterprise’s functions or activities.
• You must collect information only by lawful and fair means- not in an
unreasonably intrusive way.
• Upon collecting information from an individual, ensure that the
individual is of:
– The identity of the organisation and how to contact it.
– The fact that they are able to gain access to the information
– The purposes for which the information is collected
– The organisations or its types to which the information might be disclosed
– Any law that requires the particular information to be collected
– The main consequences (if any) for the individual if all or part of the
information is not provided.
12. • If it is reasonable and practicable to do so, an organisation must collect
personal information about an individual only from that individual
• If an organisation collects personal information about an individual
from someone else, it must take reasonable steps to ensure that the
individual is or has been made aware of this
• The collection of sensitive information
(health, beliefs, sexual preference, religion)
must be directly and demonstrably
related to the purpose of the collection.
13. • Policies
• Procedures
• Codes of Conduct
Document IT Policies and procedures and determine
whether they are applied in practice
16. SECTION 2: USE POSITIVE AND
VARIED COMMUNICATION
STRATEGIES WITH ICT CLIENTS
17. Receive request and enquiries regarding the use of ICT
equipment, operating systems and software from clients and
colleagues in a polite manner
Client enquires and request will be made
via various communication mediums:
• In person (face to face)
• Over the phone
• Email
• Letter
• fax
18. When greeting the client
always
• Smile
• Remember their name
• Engage them in a friendly
conversation
First impression counts…
19.
20. ETHICAL BEHAVIOUR
A Code of ethics benefits the organisation
and the individual by
• Reinforcing the organisation's
standard of conduct
• Identifying practices that are and are
not permissible
• Allowing leaders, managers and others
to share experiences and ideas about
what is and what is not an ethical
position
• Developing a shared culture based on
ethics and accountability
26. ACTIVE LISTENING IS SUPPORTED
BY EFFECTIVE QUESTIONING..
Open Questions
• How
• What
• When
• Where
• Why
• Explain
• Describe
• Tell me
Closed Questions
• Do you
• Are you
• Can you
• Will you
• Would you
