SERVICE DESK TEAM LEADER

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1 1. PURPOSE OF POSITION The Service Desk Team Leader rle is respnsible fr managing the peratin f the Service Desk. This rle is crucial t ensuring custmer requirements are met in terms f cmmunicatin, priritising, escalating and reslving incidents and requests. The Service Desk Team leader prvides leadership and mentring t the Service Desk Team and will drive a culture f cntinual prcess imprvement within the Service Desk team and the wider IT Team. The Service Desk Team Leader rle is respnsible fr: Leading incidents and requests t reslutin Develping Service Desk prcess and wrkflws Prviding and develping cmmunicatin plans t custmers Prviding n call supprt Cntributing t the Change Management Prcess 2. ORGANISATIONAL VALUES The Taranaki District Health Bard (TDHB) is cmmitted t the strategic actins and behaviurs f Wrk Tgether : Treating peple with trust, respect and cmpassin Cmmunicating penly, hnestly and acting with integrity Enabling prfessinal and rganisatinal standards t be met Supprt achievement and acknwledging successes Creating healthy and safe envirnments Welcming new ideas 3. DIMENSIONS Reprts t: Number f peple reprting t yu Financial limits authrity Service Delivery Manager Up t 6 direct reprts N/A 4. WORKING RELATIONSHIPS External Other DHBs Ministry f Health Vendrs Internal Custmers and Users Service Delivery Team Slutins Teams Page 1 f 5

2 5. ACCOUNTABILITIES Key area f respnsibility 1. Service Desk Operatins Develp, c-rdinate and implement prcesses and prcedures t achieve ptimal team wrkflw 2. Manage incidents and service requests Achieve increased prductivity and minimise disruptins thrugh quick reslutin f user queries and incidents 3. Cntribute t Service Imprvement Create imprved utcmes, increased cnfidence and trust in ICT and effective use f resurces. Expected utcmes Manage and c-rdinate the prcessing f incming calls / tickets t ensure curteus, timely and effective reslutin f incidents and requests Develp and implement ticket handling and escalatin plicies and prcedures Develp and implement team and inter-team wrkflw prcesses Lead, c-rdinate and allcate incidents and requests Be an escalatin pint and prvide c-rdinatin and supprt fr the Service Desk during high severity incidents Prvide cmmunicatin t custmers in preparatin fr planned wrk and unplanned utages Raise and wrk with ther team leaders n reslving reccurring incidents / requests Ensure prcesses are carried ut in accrdance with agreed standards r prcedures: Recrd, classify and priritise requests and incidents in via phne and tl-set templates Identify and recrd incident symptms, determine pssible causes and either reslve r allcate fr reslutin. Ensure dcumentatin f incident reslutin, where it may be reusable is submitted int knwledge base. Verify with the affected Users that the service request/incident has been satisfactrily fulfilled/reslved and then clse. Raising Service Desk Team bservatins and recmmendatins t the Service Delivery Manager regarding: Identificatin f prblems r recurring incidents Identificatin f trends in incidents and services requests lgged and input fr cnsideratin as prjects, upgrades, r prblem management Prvide reprting n call vlumes and incident trending within the Service Desk and wider IT Team. Cntribute t Service Level reprting t Management. Lead team planning, decisin making and service imprvement activities. Implement service imprvement ideas. Cntribute and encurage the develpment f infrmatin int the ICT knwledge base t better supprt the ICT Team. Last Updated: March 2016 Page 2 f 5

3 4. Change Management Assist as in managing changes in a cntrlled manner. 5. Manage Human Resurces Cntribute t the develpment f human resurce capabilities t meet TDHB gals and bjectives. Lead lcal Change Management meetings when required as a backup t the Change Manager Attend and cntribute t Reginal Change Management as a back up t the Change Manager Cntribute t the Change Management Prcess Maintain the skills and cmpetencies f persnnel Evaluate emplyee jb perfrmance, thrugh gal setting and perfrmance appraisals Be a fcal pint fr the team fr cmmunicatin and issue identificatin, reslutin and escalatin Prvide technical mentring and caching f team members where apprpriate. Lead Service Desk Team Meetings Organisatinal Accuntabilities Treaty f Waitangi Expected Outcme fr all emplyees The Taranaki District Health Bard embraces the three principles f the Treaty f Waitangi. In practical terms this means: Partnership; wrking tgether with iwi, hapu, whanau and Mari cmmunities t develp strategies fr imprving the health status f Mari Participatin; invlving Mari at all levels f the sectr in planning, develpment and delivery f health and disability services that are put in place t imprve the health status f Mari Prtectin; ensuring Mari wellbeing is prtected and imprved as well as safeguarding Mari cultural cncepts values and practices Health and Safety Maintains a safe and healthy envirnment Cmplies with health & safety plicies and prcedures Carries ut wrk in a way that des nt adversely affect their health and safety r that f ther wrkers Cmplies with prcedures and crrectly use persnal prtective equipment and safety devices prvided Cntributes t hazard identificatin and management prcess Reprts accurately near misses/incidents/accidents in a timely manner Participates in health and safety matters Persnal Develpment Fully cntributes t the individuals team perfrmance and is cmmitted t identify and pursue pprtunities fr develping new knwledge and skills. Participates in the perfrmance appraisal prcess where persnal perfrmance and develpment is reviewed. Willing t accept new respnsibilities, acquire and demnstrate relevant new knwledge. Last Updated: March 2016 Page 3 f 5

4 6. VARIATION TO DUTIES Duties and respnsibilities described abve shuld nt be cnstrued as a cmplete and exhaustive list as it is nt the intentin t limit in any way the scpe r functins f the psitin. Duties and respnsibilities can be amended frm time t time either by additinal, deletin r straight amendment t meet any changing cnditins, hwever this will nly be dne in cnsultatin with the emplyee. 7. CAPABILITY REQUIREMENTS Capabilities are the behaviurs demnstrated by a persn perfrming the jb. Capabilities identify what makes a persn mst effective in a rle. Thse listed belw are expected fr the ICT Services team rles in the rganisatin. The required capabilities can change as the rganisatin develps and the rles change. Capability Effective Cmmunicatin Shares well thught ut, cncise and timely infrmatin with thers using apprpriate mediums. Ensures infrmatin gets t the apprpriate peple within the rganisatin t facilitate effective decisin making Decisin Making/Prblem Slving Demnstrates effective and timely decisin making/prblem slving techniques. Aware f the impact f decisins n key stakehlders and cnsults as apprpriate utilizing available resurces. Is practive and effective when prblem slving is required. Innvatin/Initiative Cntinually strives fr new and imprved wrk prcesses that will result in greater effectiveness and efficiencies. Questins traditinal ways f ding things when chsing a curse f actin r finds new cmbinatins f ld elements t frm an innvatve slutin. Resilience/Flexibility Articulates differing perspectives n a prblem and will see the merit f alternative pints f view. Will change r mdify wn pinns and will switch t ther strategies when necessary. Adjusts behaviur t the demands f the wrk envirnment in rder t remain prductive thrugh perids f transitin, ambiguity, uncertainty and stress. Cultural Safety Demnstrates a cmmitment t cultural safety by meeting and exceeding the cultural needs f clients/custmers/clleagues. Manages cultural ambiguity and cnflicting pririties well.. Understands cncepts f whanaungatanga and manaakitanga and Mari cultural rientatin t whanau, hapu and iwi. Teamwrk Wrks t build team spirit, facilitates reslutin f cnflict within the team, prmtes/prtects team reputatin, shws cmmitment t cntributing t the teams success Last Updated: March 2016 Page 4 f 5

5 8. EDUCATION A tertiary qualificatin (e.g. related t Infrmatin Technlgy) and/ r equivalent experience Experience in the health sectr is desirable Three t five years experience in custmer service delivery within a technlgy envirnment, ideally a service desk r truble-shter rle ITIL Fundatins Certificatin desirable 9. SKILLS Excellent cmmunicatin skills and an ability t cmmunicate technical directins in simple, clear language. Custmer service fcus and an understanding f delivering t agreed custmer requirements. Ability t quickly build rapprt and t treat peple with empathy and patience. Ability t wrk as part f a team and t share knwledge t supprt and imprve service delivery. Ability t be psitive and actively encurage and mentr thers within the team. 10. EXPERIENCE Experience in leading a Service Desk Team Experience with caching r mentring thers is desirable. Prven ability t maintain gd relatinships with custmers and vendrs. Prven ability t engage and negtiate with peple, and develp and maintain effective relatinships. An awareness f infrmatin security. A sund understanding f custmer service delivery in an IT envirnment and service management methdlgies (such as ITIL). Experience with desktp hardware and sftware, including perating systems and MS Office prducts. Technical skills and experience with Micrsft, specifically Active Directry and Citrix technlgies. Last Updated: March 2016 Page 5 f 5

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