S e r v i c e D e s k Team Leader Position Description

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "S e r v i c e D e s k Team Leader Position Description"

Transcription

1 Position Title: Service Desk Team Leader Group/Division/Team Business Technology Services / IT Operations Division Date October 2011 Reports to Manager Client Services Roles Reporting to This None Primary Objective The IT Service Desk provides 1 st level and 2nd line support via the telephone, using remote desktop tools or should the need arise attendance to users place of work support to all YVW users and is the single point of contact for all users. The Service Desk is responsible for ensuring that all incidents reported are categorised and allocated efficiently and correctly. The Service Desk liaises with the Desktop Services, Technical Services and Application Service teams to ensure any incidents that cannot be resolved at the 1 st level are appropriately escalated. Decision Making Authority Position Dimensions Authorisation limits are as outlined in the Company Who Can Authorise Register. Total Staff Numbers: Operating Expenditure: 4 0

2 Knowledge/Experience Requirements Technical Competencies Tertiary qualified in IT or in a business related discipline which must include specific studies in relation to Information Technology. (Desirable) A minimum of 3 years experience in a Senior Team Leader IT Service Desk Role in a 650+ seat Enterprise Mandatory Excellent telephone manner and language communication skills Experience using and configuring processes within a modern IT System Management tool such as Cherwell, ChangeGear or ServiceNow highy desirable Strong knowledge of Microsoft based operating systems with emphasis on Windows XP and Windows 7 mandatory Experience with using and troubleshooting Outlook 2010 within a network environment (permissions, calendar sharing, delegation) mandatory Experience with using and troubleshooting Microsoft Office 2010 with emphasis on MS Word, MS Excel and MS PowerPoint. Good understanding of PC hardware set-up and configuration highly desirable MCP certification would be highly desirable. Personal Competencies A demonstrated focus on customer service excellence (Mandatory) Excellent communication skills (Mandatory) Ability to take a leadership role in IT Incident escalations Ability to provide leadership in customer service and customer communication on behalf of the IT Team Demonstrated stakeholder engagement skills Target focussed and results driven Strong business understanding and focus Demonstrated conflict management and resolution experience Strong negotiation skills Self-motivated, with strong ability to work both independently and with teams and managers as appropriate Seeks the best outcomes for the business and all customers Key Relationships/Interactions Manager Client Services BTS management team and staff Business executives and staff at all levels Service providers and vendors: technical and delivery managers and senior management Key Responsibilities Key Results Service Desk Team Leader Position Description Page 2 of 6

3 Main Duties Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work. Act as a further escalation point for unresolved or escalated calls Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles Report to senior managers on any issue that could significantly impact the business Attend Change Advisory Board meetings Take overall responsibility for incident management and request fulfilment on the Service Desk. Ensure staff take ownership of user problems and be proactive when dealing with user issues. Ensure all calls are logged in the Service Desk logging system. Respond to enquiries from clients and help them resolve any hardware or software problems. Maintain a log of any software or hardware problems detected. Support users in the use of Computer equipment by providing necessary training and advice. Allocate more complex calls to the relevant IT Support member. Arrange for external technical support where problems cannot be resolved in house. Communicate to users in English, using terms that are clearly understood by the Users and consistent with those used by YVW. Service Desk Team Leader Position Description Page 3 of 6

4 Knowledge Management & Planning Ensuring knowledge management systems and documentation are kept up to date Contribute to and comply with the YVW Quality System and the IT Operations Manual. Provide and continuously update a list of frequently asked questions (FAQs) regarding the Services Compile lists of FAQs where recommended solutions can be made available to Users to increase Users ability to resolve Incidents Publish FAQs lists for YVW in a format that can easily be published on YVW s internal systems and the SKMS. Track the use of the FAQs and report usage statistics to YVW on a monthly basis, or as requested by Management. Identify potential Users training requirements (such as basic skills in Windows), and provide Knowledge Management recommendations for training actions to YVW Users. Conduct random surveys of Users immediately after they have used the Service Desk, and report the results to Management each month. Analyse Incident trends, and recommend and implement actions, with approval, to reduce Incidents. Increase the Availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across Service Desks. Keep Users regularly updated with Alerts advising of any new or changed information. Provide updates back to the affected Authorized User regarding the reported Incident. Subject to management review and approval, develop and update Incident and Problem escalation procedures, and distribute such procedures to designated Authorized Users. Develop, document, and support/execute processes regarding interfaces, interaction, and responsibilities between Level 1 Support personnel, Level 2 Support personnel, and any other internal or external persons or entities that may either submit an Incident or receive an Incident. Update the CMDB/CMS in cooperation with Service Asset and Configuration Management. Update the SKMS in cooperation with Knowledge Management Service Desk Team Leader Position Description Page 4 of 6

5 Improvements Other Responsibilities Collate Incident information from Users regarding suggested improvements to the Service Desk Service. Develop a continued service improvement plan on a quarterly basis to address suggested improvements. Regularly report service improvements implemented and recommend actions to further improve performance and service delivery Report monthly on service delivery performance to Management and clients Contribute as appropriate as a member of the YVW ManagementTeam Undertake peer reviews as required to improve the quality of work, and body of knowledge, of the Service Desk team. Mentor staff to improve the capabilities and usefulness of the Service Desk team. Maintain service levels between 7am to 6pm week days, during planned after hours work, leave, and holidays by sharing work with a nominated team member. Provide On Call Support on a Roster Attend meetings as required Work both independently as well as part of a team to ensure that work gets completed. Share knowledge as and when required with other staff Any other task or activity that will contribute to the successful operation of YVW. Timely and accurate reporting Effective reporting Cultural alignment to YVW behaviours Service Desk Team Leader Position Description Page 5 of 6

6 OH&S Ensure service providers comply with YVW s OH&S policies and standards. For service providers operating under an OLA, ensure OH&S is a standing agenda item for their monthly meetings Implement the relevant parts of the OHS Management System in their areas of responsibility Integrate OHS into all operations within their area of responsibility Participate in the resolution of Safety issues Review any health and safety incident accident reports and ensure corrective actions are implemented Ensure new staff complete the OHS Induction program and that they receive appropriate further training and Personal Protective Equipment and Clothing as required Consult with staff and health and safety representatives on any workplace changes that have health and safety implications Participate in discussions, worksite inspections and OHS Performance Improvement Programs, as required and/or appropriate Ensure adequate OHS records are kept Ensure adequate resources, information, training and consultation is provided to OLA service providers and other service providers as appropriate. No lost-time injuries. No BTS impediment to ongoing OH&S certification Service Desk Team Leader Position Description Page 6 of 6

N e t w o r k E n g i n e e r Position Description

N e t w o r k E n g i n e e r Position Description Position Title: Group/Division/Team Network Engineer Business Technology Services / IT Operations Division Date October 2011 Reports to Roles Reporting to This Primary Objective Decision Making Authority

More information

Position Description

Position Description Position Description Position Title: Group/Division/Team: WebCenter / UCM Technical Support Business Technology Services Group / IT Operations Division Date: December 2011 Reports To: Roles Reporting To

More information

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers.

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers. JOB DESCRIPTION Job ination as shown on organisation chart Job Title: ICT Service Desk Post No: Analyst Directorate: Transation & Technology Division/ Department: ICT Operations, ICT Service Desk Grade:

More information

Position Description

Position Description Position Description Job title Group Section Responsible to Responsibility for staff Project Coordinator Natural Resource Operations Rotorua Lakes Protection & Restoration Programme Rotorua Lakes Business

More information

Islamic Relief Worldwide ICT Desktop Support Technician

Islamic Relief Worldwide ICT Desktop Support Technician Islamic Relief Worldwide ICT Desktop Support Technician BASE LOCATION: REPORTING TO: LINE MANAGEMENT RESPONSIBILITIES: Waterloo, London ICT Service Delivery None PURPOSE OF DIVISION: ICT is part of the

More information

JOB AND PERSON SPECIFICATION

JOB AND PERSON SPECIFICATION JOB AND PERSON SPECIFICATION Position Title: Help Desk Officer Classification Code: ASO-3 Division: Central Northern Adelaide Health Service Branch: The Queen Elizabeth Hospital Type of Appointment: Section:

More information

POSITION DESCRIPTION. Organisation profile. Our vision. Our values. Position title Procurement Specialist Job band G

POSITION DESCRIPTION. Organisation profile. Our vision. Our values. Position title Procurement Specialist Job band G POSITION DESCRIPTION Position title Procurement Specialist Job band G Group Corporate Services Reports to: Support Services Manager Location Wellington Staff responsibilities Nil Financial delegations

More information

Client Services Manager Self and contribution to Team. Information Services

Client Services Manager Self and contribution to Team. Information Services POSITION DESCRIPTION Position Title: Responsible To: Responsible For Position Purpose: Helpdesk Support Analyst Client Services Manager Self and contribution to Team The Helpdesk Support Analyst is responsible

More information

Client Support Analyst. Trainee, Analyst, Senior, Principle. Helpdesk Team Leader

Client Support Analyst. Trainee, Analyst, Senior, Principle. Helpdesk Team Leader Job Description Job title Team No of levels/ listing of levels Client Support Analyst Helpdesk Trainee, Analyst, Senior, Principle Position Level No of direct reports Trainee N/A Position Mission: Confidently

More information

Organisational Unit/ Department

Organisational Unit/ Department 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/

More information

ROLE DESCRIPTION. Location: National Office Wellington Delegation level: N/A. Role of Tertiary Education Commission (Te Amorangi Matauranga Matua)

ROLE DESCRIPTION. Location: National Office Wellington Delegation level: N/A. Role of Tertiary Education Commission (Te Amorangi Matauranga Matua) ROLE DESCRIPTION Role Title: Service Desk Analyst Number and Title of Direct Reports: N/A Directorate: Information Directorate Reports to: Service Desk Manager Remuneration Grade: T12 Budget: N/A Location:

More information

Responsible for: To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation.

Responsible for: To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation. JOB DESCRIPTION Job Details Post: ICT Helpdesk Technician Grade: Pay Scale Range Point 12-17 Responsible to: Responsible for: Key Purpose: ICT Services Manager None To provide 1 st and 2 nd line support

More information

POSITION INFORMATION DOCUMENT

POSITION INFORMATION DOCUMENT POSITION INFORMATION DOCUMENT Position Title: ICT Service Desk Manager Classification Code: AS07 Division: ICT Services Directorate: ICT Customer Services Type of Appointment: Branch: ICT Central Ongoing

More information

JOB DESCRIPTION. Principal Duties and Responsibilities

JOB DESCRIPTION. Principal Duties and Responsibilities JOB DESCRIPTION Job title: IS Service Desk Trainee Grade: Responsible to: IS Service Desk Team Leader Responsible for: None Liaises with: IS teams, Hanover Group colleagues, third party suppliers Role

More information

Position Profile. Council s Mission. Organisation Chart

Position Profile. Council s Mission. Organisation Chart www.gdc.govt.nz Post Holder:... Position Profile Position Title: IT SERVICE DESK ANALYST (Fixed Term Two Years) Reports to: Information Technology Team Leader Department: Finance & Information Section:

More information

POSITION DESCRIPTION. Role Purpose

POSITION DESCRIPTION. Role Purpose POSITION DESCRIPTION Position Title Position Number Reports to Manager Marketing and Sales, UnitingCare Ageing Functional Auth HRM Auth Region UnitingCare NSW.ACT Communication and Marketing Date Date

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

KEY RESPONSIBILITIES:

KEY RESPONSIBILITIES: 1. TITLE: FIELD MAINTENANCE MANAGER 2. CLASSIFICATION: SENIOR EXECUTIVE OFFICER (SEO) 3. DEPARTMENT: OPERATIONS 4. POSITION OBJECTIVES: 4.1. Objectives of Position: 4.1.1. To manage and provide direction

More information

The QAA Service Desk team provides IT and facilities related services to 180+ internal users, and 600+ external users.

The QAA Service Desk team provides IT and facilities related services to 180+ internal users, and 600+ external users. Job title: Service Desk Support Band: 3 Group: Work location: Responsible to: Resources Group Gloucester IT Service manager Job purpose The Q Service Desk team provides IT and facilities related services

More information

POSITION PROFILE Support Officer, ICT. Position Summary. Position Statement. Corporate Vision. Constructive Culture ICT.

POSITION PROFILE Support Officer, ICT. Position Summary. Position Statement. Corporate Vision. Constructive Culture ICT. Position Summary Position Title: Business unit: ICT Support Officer ICT Division : ICT and Knowledge Management Classification : Level 5 Status : Position Statement The ICT Support Officer maintains the

More information

Job Description. Information Governance & Health Records Manager

Job Description. Information Governance & Health Records Manager Job Description POST: GRADE: RESPONSIBLE TO: ACCOUNTABLE TO: Information Governance Facilitator A4C Band 3 0.93 WTE 35 Hours per week Information Governance & Health Records Manager Head of Information

More information

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas POSITION DESCRIPTION Position Title Manager, Technical Services Support Position Number Reports to Manager Technology Services Functional Auth HRM Auth Region IT Services Centre Head Office Date Feb 2011

More information

Position Profile. GDC s Mission. Organisation Chart

Position Profile. GDC s Mission. Organisation Chart www.gdc.govt.nz. Post Holder:... Position Profile Position Title: INFORMATION TECHNOLOGY SERVICE DESK ANALYST Reports to: Information Technology Team Leader Department: Corporate Services Section: Information

More information

DEPARTMENT OF THE PREMIER AND CABINET

DEPARTMENT OF THE PREMIER AND CABINET 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

More information

The precise duties of fractional post holders will be within the remit of this job description, but will be selective. DIMENSIONS

The precise duties of fractional post holders will be within the remit of this job description, but will be selective. DIMENSIONS JOB DESCRIPTION Ref: 50042171 NOTE: This job description does not form part of the employee s contract of employment but is provided for guidance. The precise duties and responsibilities of any job may

More information

Service Desk Technician Service Desk Team Leader None IT

Service Desk Technician Service Desk Team Leader None IT Job Description Job title: Reporting to: Direct reports: Division: Service Desk Technician Service Desk Team Leader None IT Purpose of job IT Service Desk s goal is to deliver optimal service to our internal

More information

Position Description. Classification

Position Description. Classification Position Description Position title Division Business Business Unit Classification Service Desk Team Lead Shared Services ICT Operations Service Delivery D Responsible for Supervisor Lead the ICT Service

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Client Services Service Level Agreement

Client Services Service Level Agreement RMI Corporation Client Services Service Level Agreement 40 Darling Drive Avon, CT 06001 Phone: 860.677.1005 *Fax: 860.677.2454 RMI Corporation Client Services - Service Level Agreement TABLE OF CONTENTS

More information

IT Support Assistant (x2) IT Services (12 Month Whole-time Posts)

IT Support Assistant (x2) IT Services (12 Month Whole-time Posts) IT Support Assistant (x2) IT Services (12 Month Whole-time Posts) The IT Services department provides essential services to the University and plays an ever more critical role in the strategic development

More information

JOB DESCRIPTION. Lead specific research and analysis projects to deliver high quality insight to senior managers across the council and its partners

JOB DESCRIPTION. Lead specific research and analysis projects to deliver high quality insight to senior managers across the council and its partners JOB DESCRIPTION Job Title Business Intelligence Officer Barnet Band and scale range BBB points 36-39 Reports to Commissioning and Policy Advisor (Economist) Service area Policy Unit, Commissioning Group

More information

Job Description and Employee Specification. Job Description

Job Description and Employee Specification. Job Description I M M A N U E L C O L L E G E A School of the Lutheran Church Job Description and Employee Specification Title: Classification: Tenure: Information Technology Systems Manager (ITSM) Lutheran Schools Officer

More information

Page 1 of 5 Position Description Service Desk System Stage: Issued Version: 3.004006 Group: HR/OHS/Education Reports To: Manager - IT and Communication Employment Status: As per Appointment Letter Grade/Award:

More information

1. To be the principal point of contact and have responsibility for IT support incidents.

1. To be the principal point of contact and have responsibility for IT support incidents. JOB TITLE: RESPONSIBLE TO: RESPONSIBLE FOR: Service Desk Engineer Service Desk Supervisor N/A JOB OUTLINE The Service Desk Engineer will be responsible for providing an effective first-line support service

More information

POSITION DESCRIPTION. Service Desk Analyst. Information Technology Services

POSITION DESCRIPTION. Service Desk Analyst. Information Technology Services POSITION DESCRIPTION Service Desk Analyst Information Technology Services Vacancy 14-31 October 2014 1 POSITION DESCRIPTION Service Desk Analyst Context Lincoln University is New Zealand s specialist,

More information

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary

More information

JOB DESCRIPTION 1. JOB IDENTIFICATION. Service Desk Analyst. Job Title: Date this JD written/update: 05/09/08. Job Reference Number: 2.

JOB DESCRIPTION 1. JOB IDENTIFICATION. Service Desk Analyst. Job Title: Date this JD written/update: 05/09/08. Job Reference Number: 2. JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Responsible to: Department and Base: Service Desk Analyst Service Desk Manager IM&T - IT Operations & Infrastructure Date this JD written/update: 05/09/08

More information

Corporate Health and Safety Policy

Corporate Health and Safety Policy Corporate Health and Safety Policy November 2013 Ref: HSP/V01/13 EALING COUNCIL Table of Contents PART 1: POLICY STATEMENT... 3 PART 2: ORGANISATION... 4 2.1 THE COUNCIL:... 4 2.2 ALLOCATION OF RESPONSIBILITY...

More information

ICT Technical Support Coordinator

ICT Technical Support Coordinator ICT Technical Support Coordinator The Sydney Cricket & Sports Ground Trust has the responsibility and privilege of managing two of Australia s premier sporting venues. Highlighting the true glory of sport

More information

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst a JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Service Desk Analyst Financial Services and Support Information Systems & Support HQ, Southwater

More information

TORRES STRAIT ISLAND REGIONAL COUNCIL POSITION DESCRIPTION

TORRES STRAIT ISLAND REGIONAL COUNCIL POSITION DESCRIPTION TORRES STRAIT ISLAND REGIONAL COUNCIL POSITION DESCRIPTION Title: Stream: Level: Department: Reports to: Contract Chief Executive Officer Chief Executive Officer Chief Executive Officer Senior Executive

More information

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No:

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: Job Description Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: ER035 Salary: Grade LM1(Points 32-35) Commencing 31,006 with progression

More information

Job Description. Service Desk Technician. Operations Team Leader

Job Description. Service Desk Technician. Operations Team Leader Job Description Job title Group Section Responsible to Responsibility for Employees Service Desk Technician Corporate ICT Operations Operations Team Leader None Job purpose This job exists to provide effective

More information

Employability Skills Summary

Employability Skills Summary s Summary Monday, 22 November 2010 10:55 AM Version 1.2 s Summary Page 2 Table of Contents BSB10107 Certificate I in Business... 3 BSB20107 Certificate II in Business... 4 BSB30107 Certificate III in Business...

More information

ICT Service Desk Team Leader. ICT Services Design Manager. Kings Way, South Melbourne. DATE: March 2015 ORGANISATIONAL ENVIRONMENT

ICT Service Desk Team Leader. ICT Services Design Manager. Kings Way, South Melbourne. DATE: March 2015 ORGANISATIONAL ENVIRONMENT POSITION: REPORTS TO: LOCATED: ICT Service Desk Team Leader ICT Services Design Manager Kings Way, South Melbourne DATE: March 2015 ORGANISATIONAL ENVIRONMENT Melbourne City Mission is a leader and innovator

More information

One Hope United Help Desk Service Level Agreement. Help Desk Mission... 1. Scope... 1. Availability of Services... 1. Phone Response...

One Hope United Help Desk Service Level Agreement. Help Desk Mission... 1. Scope... 1. Availability of Services... 1. Phone Response... One Hope United Help Desk Service Level Agreement Table of Contents Help Desk Mission... 1 Scope... 1 Availability of Services... 1 Phone Response... 2 Service Level Response (SLR)... 3 Escalation of Tickets...

More information

Infrastructure Support Engineer Job Profile

Infrastructure Support Engineer Job Profile Infrastructure Support Engineer Job Profile About the HCPC The Health Professions and Care Council (HCPC) is the regulator of 16 different health and care professions, set up to protect the public. To

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

BENENDEN HOSPITAL TRUST JOB DESCRIPTION

BENENDEN HOSPITAL TRUST JOB DESCRIPTION BENENDEN HOSPITAL TRUST JOB DESCRIPTION Job Title and Band: Band 5 Procurement Manager Job Holder: Key Responsibilities Contributes to the delivery of the Benenden Group procurement strategy, including

More information

HP IT Professional Help Desk for SMB Service HP Care Pack Services

HP IT Professional Help Desk for SMB Service HP Care Pack Services HP IT Professional Help Desk for SMB Service HP Care Pack Services Technical data HP IT Professional Help Desk for SMB Service gives Small to Medium Business customers a single source of 2nd and 3rd Level

More information

Job Description. Job Title: Department: ICT Service Support Manager Responsible to:

Job Description. Job Title: Department: ICT Service Support Manager Responsible to: Job Description Job Title: ICT Service Support Manager Responsible to: ICT/IS Manager Main purpose of the job: Department: INFORMATION TECHNOLOGY Number of people directly managed: 3 + temporary contractors

More information

Ambulance Victoria Position Description

Ambulance Victoria Position Description Ambulance Victoria Position Description Position Title: Service Desk Officer Division: Information & Technology Reports To: Service Desk Manager Direct Reports: Nil Employment Conditions: Rural Ambulance

More information

Dynamics CRM - Support Service Description

Dynamics CRM - Support Service Description Service Description Contents CRM SUPPORT PLANS... 3 SUPPORT DEFINITIONS... 4 Incident Management... 4 Request Fulfilment... 4 Event Management... 4 Service Availability... 4 Response Time... 5 Resolution

More information

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD

More information

Business Analyst. Development Team Leader

Business Analyst. Development Team Leader Business Analyst Corporate ICT Development Team Leader None May 2013 This job exists to provide the organisation with quality software development analysis and project management. The position achieves

More information

Role Profile SUPPORT DESK ANAYLST TIER 2

Role Profile SUPPORT DESK ANAYLST TIER 2 Role Profile SUPPORT DESK ANAYLST TIER 2 COMPANY OVERVIEW Informa is one of the world s leading knowledge providers. We create and deliver highly specialised information through publishing, events, training,

More information

POSITION INFORMATION DOCUMENT

POSITION INFORMATION DOCUMENT POSITION INFORMATION DOCUMENT Position Title: Scheduling Officer, ICT Programs Classification Code: ASO6 Division: ICT Services Directorate: ICT Program Services Type of Appointment: Branch: ICT Program

More information

La Trobe University is committed to maintaining a comprehensive and effective Compliance Framework.

La Trobe University is committed to maintaining a comprehensive and effective Compliance Framework. La Trobe University Compliance Framework Introduction The Compliance Framework documents the system and Compliance Process through which La Trobe University can monitor, review and comply with its legislative

More information

SPECIFIC RESPONSIBILITIES:

SPECIFIC RESPONSIBILITIES: Job Description POST: RESPONSIBLE TO: Senior 3rd Line Server and Systems Engineer Senior Engineering Team Leader SALARY: 39,069-42,672 (SCP 41-45, Inner London Scale) per annum + Expenses + Local Government

More information

Applications Manager

Applications Manager Applications Manager Business Unit: and Delivery Reporting to: Service Manager Direct Reports: Date Created: August 2015 Purpose of the position The Applications Manager provides application management,

More information

In each and every appointment for employment at Tai Poutini Polytechnic, the employer is the Chief Executive of the institution.

In each and every appointment for employment at Tai Poutini Polytechnic, the employer is the Chief Executive of the institution. Position Description and Person Specification HR Advisor In each and every appointment for employment at Tai Poutini Polytechnic, the employer is the Chief Executive of the institution. Conditions of Service:

More information

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level

Publish Date: 19/06/14 Version: 1.2. Call Recording/Logging Service Level Agreement. Page: 1. Call Recording/Logging Service Level Publish Date: 19/06/14 Version: 1.2 Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Optional Service Provision Features 3 5. Hardware RMA Process 4 6. Supported Coverage

More information

Position Digital Marketing Coordinator. Reports to: HSF031 Digital Marketing Manager HSF030

Position Digital Marketing Coordinator. Reports to: HSF031 Digital Marketing Manager HSF030 Position Title: Digital Marketing Coordinator No.: Title: No.: Reports to: HSF031 Digital Marketing Manager HSF030 Business Unit: Marketing & Communications Date created: September 2013 Division: Strategy,

More information

Position Description. Enterprise Agreement: Budget Responsibility: Internal:

Position Description. Enterprise Agreement: Budget Responsibility: Internal: Position Description Position Details Position Scope Title: Business Manager Air Ambulance Victoria Enterprise Agreement: Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2010

More information

POSITION INFORMATION DOCUMENT

POSITION INFORMATION DOCUMENT POSITION INFORMATION DOCUMENT Position Title: Senior Manager, ICT Contracts Classification Code: ASO8 Division: ICT Services Directorate: ICT Contracts & Performance Management Type of Appointment: Branch:

More information

Position Description. Enterprise Agreement: Budget Responsibility: Nil. Internal:

Position Description. Enterprise Agreement: Budget Responsibility: Nil. Internal: Position Description Position Details Position Scope Title: Business Support Officer (SRI) Enterprise Agreement: Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2010 Division:

More information

To provide detailed procedural and systems documentation when required.

To provide detailed procedural and systems documentation when required. JOB DESCRIPTION Post Title: Department: Responsible to: Supervisory responsibility: ICT Technician ICT (Bursary) ICT Network Manager None Date of Issue: May 2016 Main Purpose of Job: Managed by the ICT

More information

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute

Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.

More information

Support and Service Management Service Description

Support and Service Management Service Description Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications

More information

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold Role Profile Role Title: Directorate: Department: Team: Leasehold Co-ordinator (LSE) Resident Services Local Services Regional Role Identifiers: - Career Ladder: Customer Services - Level: Level 4 - Function:

More information

ICT SUPPORT SERVICES

ICT SUPPORT SERVICES ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The

More information

ICT (INFORMATION AND COMMUNICATION TECHNOLOGY) HELP DESK SUPPORT OFFICER

ICT (INFORMATION AND COMMUNICATION TECHNOLOGY) HELP DESK SUPPORT OFFICER ICT (INFORMATION AND COMMUNICATION TECHNOLOGY) HELP DESK SUPPORT OFFICER The ICT Help Desk Support Officer is the first point of contact for all ICT Support and utilises their knowledge, training and skills

More information

Strategic Programme Manager- fixed term 12-14 months

Strategic Programme Manager- fixed term 12-14 months Strategic Programme Manager- fixed term 12-14 months New Zealand Fire Service Position Description Job #: 2759 Business Area: Location: Reports to: Programme and Change Management National Headquarters

More information

Ambulance Victoria. Position Description

Ambulance Victoria. Position Description Position Title: Project Manager, Access Control, Security & Maintenance Projects Position Description Division: Specialist Services Department: Property Services Reports To: Manager, Property Maintenance,

More information

Standard 1. Governance for Safety and Quality in Health Service Organisations. Safety and Quality Improvement Guide

Standard 1. Governance for Safety and Quality in Health Service Organisations. Safety and Quality Improvement Guide Standard 1 Governance for Safety and Quality in Health Service Organisations Safety and Quality Improvement Guide 1 1 1October 1 2012 ISBN: Print: 978-1-921983-27-6 Electronic: 978-1-921983-28-3 Suggested

More information

Council is committed to achieving the three key outcomes identified by our local community:

Council is committed to achieving the three key outcomes identified by our local community: Position Profile Position Title: Reports to: Department: Section: Information Technology Team Leader Information Technology Information Services Community Outcomes Council is committed to achieving the

More information

JOB AND TASK DESCRIPTION

JOB AND TASK DESCRIPTION JOB AND TASK DESCRIPTION Job Title: Unit: Grade: Systems Development Officer Debt Management Unit H Reports To: Advisor & Team Leader (IT Systems) General Information The Debt Management Unit (DMU) of

More information

Client Services Manager Self and contribution to Team. Information Services. Band 8

Client Services Manager Self and contribution to Team. Information Services. Band 8 POSITION DESCRIPTION Position Title: Responsible To: Responsible For Asset and Procurement Co-ordinator Client Services Manager Self and contribution to Team Position Purpose: The Asset and Procurement

More information

CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES

CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES Responsible to: Responsible for: Chief Executive HR and Payroll Administrator HR Interns and Volunteers Dimensions Location of work Other information

More information

Team Leader, Data Intelligence

Team Leader, Data Intelligence Team Leader, Data Intelligence New Zealand Fire Service Position Description Job #: 4007 Business Area: Location: Reports to: Data & Spatial Intelligence (DSI) Unit Information, Communications & Technology

More information

MANAGER, HUMAN RESOURCES CONSULTING JOB & PERSON SPECIFICATION NOVEMBER 2010

MANAGER, HUMAN RESOURCES CONSULTING JOB & PERSON SPECIFICATION NOVEMBER 2010 MANAGER, HUMAN RESOURCES CONSULTING JOB & PERSON SPECIFICATION NOVEMBER 2010 POSITION TITLE Position Title: Manager HR Consulting Position Number: 3520 Faculty/Division: Division of Services and Resources

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

Systems Engineer (Storage) Information Services (IS)

Systems Engineer (Storage) Information Services (IS) Systems Engineer (Storage) Information Services (IS) Reporting to: Data Centre Operations Team Leader Salary: 28,695-37,394 per annum (pro rata) depending on skills and experience. Salary progression beyond

More information

[Type text] SERVICE CATALOGUE

[Type text] SERVICE CATALOGUE [Type text] SERVICE CATALOGUE IT Services 1 IT Support and Management Services SERVICE AREA: SERVICE DESK Users can contact the Service Desk via the phone or an online web form for all their ICT service

More information

Secondment opportunities will be considered as will Job Share, part time and other flexible working requests.

Secondment opportunities will be considered as will Job Share, part time and other flexible working requests. Corporate Services IT Services, Service Delivery ITSM Team - Self-Service and Knowledge Process Manager Available immediately for a fixed term to 31 July 2016 Secondment opportunities will be considered

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Customer Support Handbook

Customer Support Handbook Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting

More information

DIRECTORS AND RESPONSIBILITIES - YE

DIRECTORS AND RESPONSIBILITIES - YE DIRECTORS AND RESPONSIBILITIES - YE Managing Director (MD) The MD is the company s leader. They take ultimate responsibility in all matters. 1. Identify, develop and direct the implementation of business

More information

ACTION TAKEN UNDER DELEGATED POWERS SUMMARY REPORT. Chief Officer: Chris Kiernan, Service Director, Education and Skills

ACTION TAKEN UNDER DELEGATED POWERS SUMMARY REPORT. Chief Officer: Chris Kiernan, Service Director, Education and Skills ACTION TAKEN UNDER DELEGATED POWERS SUMMARY REPORT Chief Officer: Chris Kiernan, Service Director, Education and Skills For authorisation: Governance Services Paul Frost 9.5.13 HR Rena Abraham 15.5.13

More information

Enterprise File Service

Enterprise File Service ` Service Definition Enterprise File Service Draft Version 1.6 Signoff: Name Role Signature & Date Mark Fortini Director, IT infrastructure Services Page 1 of 22 16/03/2011 Document Control Information

More information

SARASOTA COUNTY GOVERNMENT CAREER TRACK

SARASOTA COUNTY GOVERNMENT CAREER TRACK SARASOTA COUNTY GOVERNMENT CAREER TRACK CUSTOMER SERVICE REPRESENTATIVE Sub-Class Code: See Below EEO Code: 06 FLSA: Non-Exempt W/C Code: 8810 Pay Band: Operational Service Support MAJOR FUNCTION(S) Work

More information

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES

Appendix D to DIR Contract No. DIR-SDD-2102. SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for <DIR CUSTOMER> END USER SERVICES Appendix D to DIR Contract No. DIR-SDD-2102 SYNNEX Corporation STATEMENT OF WORK / SUPPLEMENTAL AGREEMENT for END USER SERVICES TABLE OF CONTENTS 1. Introduction... 3 2. Term of SOW...

More information

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week IT Services are looking to recruit a Network Support Analyst to be responsible for delivering professional first

More information

Job Description. The applicant will require the ability to learn key processes and gain an understanding of IT systems and how to support them.

Job Description. The applicant will require the ability to learn key processes and gain an understanding of IT systems and how to support them. Job Description Job Title Service Desk Function IT Services IT Service Desk Reporting to IT Service Desk Manager Direct Reports None Working Hours Standard 35 hours per week Normally working Mon Fri, this

More information

INFRASTRUCTURE & TECHNICAL SERVICES MANAGER JOB & PERSON SPECIFICATION DECEMBER 2015

INFRASTRUCTURE & TECHNICAL SERVICES MANAGER JOB & PERSON SPECIFICATION DECEMBER 2015 INFRASTRUCTURE & TECHNICAL SERVICES MANAGER JOB & PERSON SPECIFICATION DECEMBER 2015 Position Title: Infrastructure & Technical Services Manager Position Number: NEW Faculty/Division: Faculty of Engineering,

More information

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD

COUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service

More information

Service Level Agreement for Database Hosting Services

Service Level Agreement for Database Hosting Services Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement

More information

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date :

Customer Service Charter TEMPLATE. Customer Service Charter Version: 0.1 Issue date : Customer Service Charter TEMPLATE Customer Service Charter Version: 0.1 Issue date : Document Information Document Name Document Overview Author Approver Document Owner Document Owner Telephone Document

More information

POSITION DESCRIPTION. Permanent Full-time 38 hours per week

POSITION DESCRIPTION. Permanent Full-time 38 hours per week Vacancy Reference Number: SQ142/11 Closing Date: 5:00pm, 14 th December 2011 POSITION DESCRIPTION Title Location Status Classification Information Infrastructure Services Officer Corporate Office Permanent

More information

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION

GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please

More information