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1 The Salvation Army Australia Southern Territory POSITION DESCRIPTION Position Title ITS Helpdesk Analyst Employee Name Date 19/03/14 Division/ Entity/Location Office for the Secretary for Business Administration/ Territorial Headquarters Organisational Unit/ Department Information Technology Services (ITS) THE SALVATION ARMY INTERNATIONAL MISSION STATEMENT The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human need in His name without discrimination. AUSTRALIA SOUTHERN TERRITORY S MISSION AND VALUES Mission The mission of The Salvation Army Australia Southern Territory is: Transforming lives: working for personal renewal through Jesus Christ, that touches and integrates the whole person Caring for people: engaging with others in need, without discrimination Making Disciples: patterning lives on Jesus Reforming Society: acting on the structures of society to restore justice Values The values of The Salvation Army Australia Southern Territory are: Human dignity: respecting the sanctity of human life as being made in the image of God. We affirm the worth and capacity of all people. Justice: acting with integrity and fairness, without discrimination, and being an advocate for the disadvantaged; managing all resources responsibly as stewards. We promote healthy and whole relationships, and good society. Hope: sharing the gospel of Jesus as a gracious invitation to wholeness. We work for reconciliation, healing and transformation for all people and creation. Compassion: engaging with others in the Spirit of Jesus. We feel compelled to stand with and do something about another s suffering. Community: owning our common humanity as we engage with people, working and journeying together, for mutual capacity building. We build community and meet with God in our encounter with others. All employees in non-ministry positions in The Salvation Army are expected to work in accordance with the Australia Southern Territory s mission and values and comply with Official Minutes, policies and procedures. Position Description - IT Helpdesk Analyst 1.1.doc Page 1

2 Position reports to IT Service Delivery Manager Reportable Positions None Position Purpose Qualifications The IT Helpdesk Analyst position exists to provide the initial point of contact for clients submitting an incident or request for service. Helpdesk position exists to provide technical assistance and advice on hardware, software, network and training. This will be provided in line with specification stated in the Information Technology Services Service Catalogue and Key Performance Indicators. Tertiary qualification completed or near completion in a relevant IT discipline or equivalent industry experience. ITIL Foundation Certification Experience in Active Directory, Lotus Notes, Citrix App Deployment, Windows Server 2008 and Windows 7 Award (if applicable) Non-Award Classification Resource Management Total staff management (EFT) 0 Position Description - IT Helpdesk Analyst 1.1.doc Page 2

3 Key Result Areas Key Activities Standard Measures Customer service Provide regular updates with the user to ensure they are fully informed of the status of open or suspended tickets Verify issue resolution with users Provide applicable user training when required Schedule and complete site visits as deemed necessary Travel to sites within Victoria and inter-state to provide onsite IT support Ensure customer satisfaction in all interactions Technical Support Provide level 1 and 2 support via telephone, online/remotely or on-site Liaise with software and hardware vendors on behalf of the user to resolve presented issues Configure & Support government and enterprise applications such as Lotus Notes, Citrix, Quickr, Medallion, TriMicro Provide access management through Windows Server & Domino Configure and provide support for infrastructure such as DHCP, Mail Filters, Print Services, Citrix Assist with PC, network moves when required Coordinate tasks with other IT teams and clients Feedback received from users directly, via or in response to customer service surveys Increased positive perception of the Helpdesk and ITS IT state-visit Review SLA targets met or exceeded Time spent on remote management Recorded ticket information is suitably comprehensive for reporting and trend analysis purposes Work logs are kept up to date with all relevant information Takes ownership of ticket and manages it to completion Service Management Contribute to knowledge base including training manuals and technical notes Suggest process improvements and amendments as per continual service improvement IT procedures, instructions and technical specifications are up to date and of best practice standards Service Management Processes are adhered to Assist with service management processes as per policy such as Problem Management & Asset Management Attend appropriate meetings when required to discuss incidents, problems and other matters Position Description - IT Helpdesk Analyst 1.1.doc Page 3

4 Key Result Areas Key Activities Standard Measures Ensure Request Fulfilment and Incident Management is followed Elevate priority of tickets as per ITS Service Management policies & escalate tickets in a timely manner Administration Ensure all calls are logged promptly and maintained with all relevant user information and action history Co-ordinate and implement software and hardware installations and upgrades Prepare computer equipment to user ready status as required Prepare equipment for shipment to site Prepare desktop and notebook SOE s for imaging Prepare images of PC s when necessary Maintain asset inventory according to changes applied Maintain regular communication with site administrators for responsible sites Assist with other tasks as requested such as Service Management Reporting Rostered tasks Prepare and verify all File Server backup tapes at THQ Manage all messages received on the Helpdesk voic Manage all new tickets logged to the Helpdesk, including categorising, assigning customer, and prioritising the ticket Provide on-call after hours support as required. Timely attendance to work within Helpdesk Roster Equipment is deployed to minimum image, quality and security standards Equipment deployed meets users expectations No unlicensed or non-standard software is deployed within the organisation Salvation Army data and intellectual property is maintained and available at short notice All backup tapes verified for readiness for the nightly backups and previous tapes delivered for offsite storage All s are logged and responded to in a timely fashion The voic is checked regularly and all messages actioned in a timely fashion Team Work & Continuous Involvement with special projects or assistance to other teams as required Shows flexibility towards other members of the department Position Description - IT Helpdesk Analyst 1.1.doc Page 4

5 Key Result Areas Key Activities Standard Measures Improvement Provide information in areas of subject matter expertise Contribute to the development and implementation of department processes and procedures Recommend changes to improve the Helpdesk operations, customer satisfaction and IT functionality Represents the interests of the Helpdesk in meetings Contributes to the effectiveness of the Helpdesk Personal Attributes Client Focused Committed to and acts for well-being of internal and external customers. Ensures customers needs remain key focus Outcome Sets a clear path/goals and manages time to achieve key outcomes Focused Follows through with commitments Needs minimal direct supervision Innovative Finds ways to work better and smarter Generates options and ideas Is open to change and alternatives Questions the status quo Resilient Does not give up or get disheartened when faced with obstacles Recovers from and deals with setbacks and challenging or stressful situations Is flexible Maintains appropriate self-care Positive Displays an optimistic approach to work Remains calm and focused when faced with a change, crisis and difficulty Maintains perspective Is proactive and self-motivated Position Description - IT Helpdesk Analyst 1.1.doc Page 5

6 Generic Job Competencies Client Services Develops positive relationships with clients Identifies and analyses client needs Provides service appropriate to needs Recognises the need for referral and takes appropriate action Confirms satisfaction with service Addresses or escalates complaints Maintains client confidentiality Respects boundaries and limits of own role and capabilities Looks for ways to exceed client expectations Advocates and negotiates effectively for clients Continuous Contributes to evidence based practice Improvement Reflects on practice Records stakeholder complaints and feedback Participates in review of feedback, policies and programmes Identifies opportunities for improvement Acts to implement improvements Interpersonal Regulates own behaviour Dynamics & Listens actively Communication Speaks with courtesy Gives constructive feedback Conveys information effectively verbally and in writing Adapts style to audience Uses appropriate interpersonal styles and methods to asset own ideas and gain agreement or acceptance of others Team dynamics Engages and contributes to team activities including discussions Contributes to team spirit Administration Competes accurate reports, logs, case notes and files Uses technology and software applications effectively in accordance with task requirements Collects, uses and shares information in line with TSA policy and guidelines Time and task Performs own role and responsibilities efficiently Management Manages time and responsibilities Prioritises work and addresses what is most important Uses available tools effectively to assist with planning and organising Ability to undertake and complete multiple concurrent tasks Position Description - IT Helpdesk Analyst 1.1.doc Page 6

7 Specialist Job Competencies Technical Knowledge Windows Server 2008, Windows 7, Citrix App Deployment, Bomgar, Lotus Notes and Microsoft Office Suite IT Operations ITILV3 knowledge and certification IT Best Practice Proven experience in providing Level 1 and 2 technical support for a large enterprise Knowledge in best practise IT support Employee s Signature: Date: Print Name: Manager s Signature: Date: Print Name: Position Description - IT Helpdesk Analyst 1.1.doc Page 7

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