POSITION DESCRIPTION. Service Desk Analyst. Information Technology Services

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1 POSITION DESCRIPTION Service Desk Analyst Information Technology Services Vacancy October

2 POSITION DESCRIPTION Service Desk Analyst Context Lincoln University is New Zealand s specialist, land-based University with a proud tradition as New Zealand s third oldest tertiary institution, founded in 1878 as a School of Agriculture. Today it is a research-led institution with an emphasis on land-based disciplines and their associated industries - agriculture, horticulture, viticulture, bio-technology, environmental science, environmental management, tourism, landscape architecture, sport & recreation and commerce. Lincoln University has three (3) Academic Faculties, two (2) Research Centres, two (2) Divisions and sixteen (16) Corporate Service Units, and draws its students from throughout New Zealand and from over 60 countries. The University has a student roll of around 3,500 and approximately 700 staff. Lincoln University is an EEO employer and actively seeks to meet its obligations under the Treaty of Waitangi. Information Technology Services (ITS) at Lincoln University is responsible for the provision of facilities and services as well as the management, development, implementation and operation of the business systems of the University. ITS utilise the Information Technology Infrastructure Library (ITIL) framework to achieve continuous improvement to service levels. ITS support around five thousand users with a team of thirty four talented and dedicated staff who largely operate as four teams. ITS ranks within the MIS Top 100 IT departments and is the fourth largest in Canterbury. IT Services are accessed from multiple sites with two significant campi in the South Island of New Zealand. The largest campus based at Lincoln in Canterbury, with the other campus based outside Balclutha in Southland. Most sites have a local area network (LAN), with an extensive switched LAN including an expanding wireless network on the main sites. The server and desktop environment is primarily Microsoft Windows platform with a number of specialist non Windows desktops and servers. The networks support connectivity for in excess of two thousand workstations, with a continually increasing number of devices including student laptops on the wireless networks. Purpose ITS is integral to the provision of services for the teaching, learning and research activities of staff and students at Lincoln University. The Service Desk is the face of ITS within the University community and manages customer communication, incidents and service requests from initial analysis through to resolution. The position of Service Desk Analyst will be assigned a role within the team on a weekly basis. Key Outputs Team Support Liaise with Team Leader on issues that arise in relation to Service Desk Operations. Identify Opportunities for improvement of services and discuss these with the Team Leader. Support Team in developing a harmonious Team Environment. Maintain and improve services and or processes. Prepare and maintain relevant documentation. Provide mentoring to colleagues in respective areas of expertise. Key Performance Indicators Timely notification of issues as they arise. Opportunities are identified and discussed. Conflicts are effectively resolved. Service and or process issues are identified and discussed with the Team Leader, addressed and documented as appropriate. Technical processes and user documentation is appropriate, up to date and accessible. Information\knowledge and best practice is shared among the Service Desk Team. 2

3 Incident Analysis Accept notification of incidents. Log, classify and prioritise incidents. Work through incidents to resolution or refer or escalate as appropriate. Appropriate analysis, resolution and/or escalation of incidents is provided. Calls are correctly closed within service level agreement standards. Appropriate quality information to 2nd and 3rd tier support providers is communicated. Positive customer survey feedback is received. Service Request Analysis Accept notification of service requests. Log, classify and prioritise service requests. Work through request to resolution or refer or escalate as appropriate. Customer enquiries are handled in a professional friendly manner. Appropriate analysis, resolution and/or escalation of incidents is provided. Calls are correctly closed within service level agreement standards. Appropriate quality information to 2nd and 3rd tier support providers is communicated. Positive customer survey feedback is received. Problem Analysis Identify where incident notifications may signal a problem. Implement the problem management process once problem identified. Test, implement and communicate workarounds as appropriate. Follow up to ensure resolution. Produce documentation for managing problems and or known errors. Problems are identified early through appropriate analysis. Resolution and/or escalation of technical problems, including workarounds for known errors is achieved. Appropriate documentation to implement workarounds and or to record known errors is complete and up to date. Change Request Analysis Log, review and consider implications of change requests. Refer requests via the change management process. Appropriate analysis, resolution and/or escalation of change requests is provided. Configuration Management Maintain ITS records as appropriate within the Configuration Management Data Base (CMDB). Identify exceptions to approved configuration and refer to ITS Asset Manager for update. Appropriate analysis, resolution and/or escalation of change to configuration items is achieved. 3

4 Perform operational tasks as required Change passwords and other identity management tasks. Provide general user support for application, operating system and network. Provide support for Audio Visual services. Support lecture theatre Audio Visual equipment. Provide Video Conference and Web Conference support. Operational tasks are completed within agreed time constraints, scope and quality to specification. Hardware support Troubleshoot hardware faults. Replace failed components. Perform hardware moves. Install current Operating Software and relevant Applications as required. Support is provided promptly and faults are resolved with minimal disruption to users. Health & Safety Become familiar, and comply, with all H&S policies and procedures. Comply with all Lincoln University legislative requirements in respect of occupational H&S. Report any hazard that has come to your attention. Wear protective clothing/apparatus as required. All Lincoln University H&S policies and procedures are complied with including all documented IT Policies and Procedures. All Lincoln University legislative requirements in respect of occupational health and safety are complied with. The employer is notified of any hazard that has come to the employee s attention in the course of their employment. Protective clothing/apparatus are used where procedures or common sense would warrant this. Other Manage assigned one off and recurring Projects. Provide remote site support. Such other duties and re-arrangement of responsibilities as may be reasonably required by the Service Desk Team Leader. Adhere to Lincoln University policies and procedures On occasion the Service Desk Analyst may be required to supervise casual, and or contract staff. Projects must be worked on alongside weekly routine tasks. Projects are completed to the agreed standard and within the specified timeframe and parameters. Undertake occasional remote site visits as required. Assist with other duties as required by the Team Leader Staff Supervised The Service Desk Analyst is not directly responsible for the supervision of other Service Desk staff. 4

5 Key Relationships The Service Desk Analyst is expected to establish and maintain effective working relationships with: Other Service Desk team members ITS Management Staff of the University, in particular departmental administrators Staff within Information Technology Services External suppliers and support providers External clients Students Accountability The Service Desk Analyst reports to the Service Desk Team Leader, Information Technology Services. Person Specification Qualifications The successful applicant will have a tertiary or relevant business qualification in computing or equivalent experience. Experience The position requires: Proven experience in an extensive range of application software utilised in teaching, learning and research activities (including Microsoft Office). In-depth knowledge and experience of enterprise identity management systems. An in-depth working knowledge of University Incident Management Procedures, processes and tools (in particular Quetzal Service Manager). Extensive working knowledge of the technical requirements to integrate non Lincoln University owned ios and Apple OS devices, including ipad, iphone, itouch, and Mac OS X and later. Technical Skills The ability to undertake process-oriented technical analysis; and effectively support diverse computing hardware and software environments. Demonstrable experience and ability in developing, maintaining and presenting technical user support documentation. Excellent organisational skills. A demonstrable understanding of network fundamentals, including resource management and configuration. The ability to maintain and support an expansive computing environment including hardware and software interfaces for specialist equipment. Proven ability to review and improve incident tracking systems and processes. 5

6 Personal Attributes A commitment to the provision of customer oriented service. Provide friendly, courteous and professional service at all times. Work effectively within a team. Communicate effectively, both verbally and in writing, with computer users of varying levels of experience. Work effectively in a high pressure environment with constant interruptions. Considerable patience, self-motivation, initiative and a sense of humour are compulsory. Willingness and commitment to on-going professional development. 6

7 CONDITIONS OF APPOINTMENT GENERAL STAFF Term of Appointment This is a continuing appointment. Hours of Work This is a full time appointment of 37.5 hours per week. Remuneration Salary on commencement will be within the range $49,040 to $54,590 per annum [Grade 4] on the General Staff salary scale, commensurate with qualifications and experience. Employment Agreement If the appointee chooses to become a union member, the appointee will be bound by the Lincoln University General Staff Collective Employment Agreement. It contains a comprehensive range of conditions of employment for this position. Otherwise the appointee will have an Individual Employment Agreement based on the Lincoln University General Staff Collective Employment Agreement. The conditions outlined in this document are indicators of some of the key items of that agreement. Annual Leave Annual leave entitlement is five weeks per annum. The appointee is also entitled to statutory holidays in accordance with the Holidays Act. In addition, the appointee is entitled to the last working day before Christmas Day, the three working days between Christmas and New Year, and Easter Tuesday, as University holidays, in accordance with the Lincoln University General Staff Collective Employment Agreement. Health and Safety The appointee will work and act at all times in compliance with all Lincoln University requirements in respect of occupational health and safety. University staff can join the Recreation Centre on campus. The Centre offers a wide range of facilities and services, for example: gymnasium, weights room, exercise classes, fitness assessments, massage, squash courts. Other Further information about Lincoln University can be found on our website: 7

8 Method of Application All applications must include a Lincoln University application form, CV and covering letter. Electronic applications can also be made online at Enquiries can be made to: The Human Resources Administrator Phone: Applications should be sent to: The Human Resources Director PO Box 85084, Lincoln University Lincoln 7647, Christchurch New Zealand 8

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