DEPARTMENT OF THE PREMIER AND CABINET

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1 DEPARTMENT OF THE PREMIER AND CABINET POSITION DESCRIPTION: TEAM LEADER, ICT SERVICE DESK (ASO5) ORGANISATIONAL CONTEXT Organisational Role As a leader in the public sector, we have a clear role to support the Premier and the Cabinet to ensure South Australia thrives. Rich in diversity, with a wide range of roles, responsibilities and clients, the Department of the Premier and Cabinet (DPC) naturally attracts the best and the brightest. Committed to developing high quality policy and delivering exemplary customer service, our people have the opportunity to be inspired by working side by side with some of the most influential thinkers in their field. DPC has many diverse and unique entities and our culture is underpinned by a professional service culture. We generate a sense of energy and excitement in our work and relationships by valuing our people and embracing innovation and change. Leading the implementation of the government's agenda through the 7 Strategic Priorities, South Australia's Strategic Plan and key public sector reforms, we offer exceptional career opportunities. Business Unit Role Government Services Group comprises three brands egovernment, Service SA and Shared Services SA. Government Services Group is a service delivery organisation committed to the provision of high level customer service and the delivery of quality services professionally that are valued by citizens, the community and government. Our values (Show We Care, Build Trusted Relationships, Deliver Results and Strive to be Better) dictate the way we interact with each other, with our Clients and guide the way that we make decisions. They form the fabric of our culture, permeating every aspect of our organisation. ROLE OF TEAM LEADER, ICT SERVICE DESK Purpose The Team Leader, ICT Service Desk is accountable to the Service Operations Manager and is the senior member of the team responsible for providing first line support to business users of ICT Services. Whilst undertaking day to day management responsibilities (people, resource allocation, methods, processes and systems) associated with hands on team leadership, their primary focus will be on delivering a support service that exceeds the service delivery standards agreed with the business. The Team Leader, ICT Service Desk will drive continuous improvement in both the client experience and the underpinning incident management and business processes that support service delivery. In particular they will appreciate the Service Desk is the primary contact between IT and the business and will therefore foster a highly responsive and customer focused service delivery group.

2 Special Conditions Work Status Location: Qualifications Out-of-hours work Travel Performance Management Incumbents must hold current Australian work eligibility status and are subject to regular and satisfactory completion of the GSG criminal history check process. Incumbents may be required to obtain additional security clearances in accordance with the positions of trust requirements. Incumbent may be assigned to another position at this remuneration level or equivalent. Adelaide Metropolitan ITIL Foundations Certification and a Certificate IV in IT or above is desirable May be required Intrastate and interstate travel may be required Incumbents are required to participate in the Government Services Group Performance Management Program Reporting and Working Relationships The Team Leader, ICT Service Desk reports to the Service Operations Manager and has line responsibility for staff. They will work closely with managers and staff across ICT Operations to ensure incident and request fulfilment services meet and exceed agreed service levels, and with leaders across Government Services Group (GSG) to understand business service level perceptions and needs. The Team Leader, ICT Service Desk will provide advice to the ICT management team on service improvement opportunities. The Team Leader, ICT Service Desk will: Provide team leadership to Service Desk staff, including induction, development, coaching and overall supervision of daily activities, including fostering effective teamwork and a strong and cooperative team culture. Establish and maintain strong team relationships with internal (ICT) and external stakeholders. Maintain a customer centric culture with a primary focus on customer service and measure customer satisfaction continuously. Establish a set of service desk management KPI s used to measure service benchmarks for both individuals and the service desk as a whole. Report on KPI s regularly and use them to improve service delivery performance. Ensure all staff understand and apply all documented service desk process, procedures and service standards, how to effectively use the service management system and that all service requests are logged, details kept current in the service management system, and managed until closure by each officer. Exercise responsibility for achieving service delivery targets for customer service and support performance, proactively recommending action if targets are not met. Monitoring of all issues reported to the Service Desk ensuring compliance to SLAs. Ensure all Service Desk staff comply with all security and access management standards and processes and that physical, system and data security for the computing environments is maintained. Maintain and continuously improve the processes and procedures for the Service Desk with regular reviews documented and implement actions to enhance the current use of applications and products to improve customer service. Maintain up-to-date knowledge of service management best practice, becoming the SME for the service management system and run regular skill development sessions for Service Desk Officers. Develop and maintain specialist knowledge and skills in supported applications and products, across the team.

3 Ensure the service desk knowledge base is maintained, proactively kept up to date and utilised effectively. Ensure service desk procedures are maintained, documented, enhanced, reviewed regularly and integrated with service management processes (ITIL) across ICT. Gather trend information of common incidents and produce reports to assist support teams to determine the root cause and reduce the recurrence of common Service Desk calls. Make recommendations that will assist support teams to improve applications and products. Oversee software licensing and procurement, ensuring relevant policies and procedures are adhered to. Maintain accurate and complete records of business activities created and received in accordance with the State Records Act 1997 and policies and procedures. Maintain a commitment to Equal Opportunity, Diversity and Ethical Conduct and comply with the Code of Ethics and legislative requirements of the Public Sector Act 2009, Public Sector (Honesty and Accountability) Act 1995 and Work Health and Safety Act TECHNICAL OR EXPERT KNOWLEDGE/EXPERIENCE Team leadership skills with a demonstrated ability to instil a culture committed to providing high quality service. An ability to develop, mentor and train Service Desk staff. Experience in an ICT Service Desk/customer support environment and experience with relevant ITIL processes. Extensive experience in end user support and excellent customer service skills, including call management and dealing with difficult customers In depth understanding of Service Desk metrics and KPIs and their application in managing a service desk. In depth experience with Service Desk Management Systems, including reporting and KPI analysis and reporting. Ability to work within deadlines and SLAs with limited supervision Well developed interpersonal, communication, consultation, problem solving and negotiation skills and an ability to communicate with staff at all levels. Ability to understand and support a wide variety of user applications. An understanding of corporate IT environments and the deployment, and the support of applications, PC s and end user devices including Microsoft Windows desktop operating systems and Office applications

4 SFIA PROFESSIONAL SKILLS PROFILE Highest Level of Responsibility: Enable (4) Skill Description Level Description Service desk and incident management The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. Level 4 Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation. Application support Service level management The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support. The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. Level 4 Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports. Level 4 Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

5 Business Skills: SFIA Level of Work Level 4 Enable Skill Autonomy Influence Complexity Business skills Description Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. Influences team and specialist peers internally. Influences customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development.

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