Service Desk Analyst

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1 Principles Vision Purpose Statement Service Desk Analyst healthalliance Purpose, Vision and Principles healthalliance provides shared services to benefit NZ health organisations. We will deliver increasing value to our customers through: Lower cost Standardized system and processes Reducing variation or rework Quality and innovation To deliver outstanding shared services that enable healthcare excellence for the Northern Region s population. Partnership Developing lasting partnerships through collaboration, working to a common goal, facilitating joint solutions within our means, recognising and celebrating success, open communication to share knowledge and information Respect for people We respect others by; developing trust by being open and honest, listening to and understanding others views, valuing everyone s contribution, celebrating diversity and have fun and enjoy what we do as a team Integrity We show integrity by; leading by example, open, fair, honest and transparent in everything we do, courage to speak up and challenge when things don t seem right, act ethically and professionally at all times, can do, will deliver our promises, obligations and commitments Delivering Results We deliver results by; delivering exceptional results through high performance teams, enhance the customer experience, continually improve and add value, being action orientated, responsible and accountable, providing consistent and reliable services Energised by Innovation We are energised by innovation when we; encourage forward thinking ideas and challenge status quo, measure our performance and see it as an opportunity to learn and grow, creating positive change by developing smarter ways to work, empowering people to maximise potential. Our principles define the expected behaviour of all staff and guide us on the behaviours that are important to us as an organisation. They underpin the way we do things at healthalliance, defining how we strive to move towards our vision. Dated: June

2 This position description provides an indicative outline of the purpose and key responsibilities and tasks of the role. Title and Reporting Relationships Position title: Service Desk Analyst Reporting to: Location: Service Desk Team Leader Auckland Metro Purpose of the Role To ensure : ITIL processes are followed as implemented within IS. Incoming incidents and service requests (calls) are logged into the Service Management tool. Users that have logged calls are informed of call status and progress. Call progress is monitored and any escalations are managed within the guidelines of the SLA. Call is managed through the incident and request life cycle, including customer verification and closure once resolved or completed. As many calls as possible are resolved within the service desk at first point of contact Knowledge about supported services is maintained and up to date whenever a change is implemented or discovered Major incidents are escalated promptly to management or the incident coordinator and managed appropriately within the Major Incident Procedure Appropriate and timely communication with Users and Support teams and all other key stakeholders is delivered as per the documented incident, major incident and service request management procedures To be responsible for aspects of own professional development by: Participating in service improvement programs. Establishing annual goals, objectives, performance targets and strategies to meet these Attending educational opportunities relevant to the role Participating in continuous improvement activities. To contribute to the overall service of the unit by : Ensuring resources are used effectively and that departmental priorities are met. Supporting DHB and IS key objectives. Personnel Dimensions (Employees reporting to this position directly and indirectly) Number of Staff: Direct: Nil Through subordinates: Nil Total: Nil Dated: June

3 Key Relationships People and organisations both inside and outside of the company that this position would be required to manage relationships with. Internal Stakeholders Service Delivery Manager IS Team members and IS Senior Management All DHB/healthAlliance staff (at all levels) who use IS Systems Position in Organisation External Stakeholders External Vendors (Vodafone, Telecom, NZHIS etc.) Other external parties as required Service Delivery Manager Service Desk Manager Training and Support Manager Service Operations Manager IS Service Coordinator Service Desk Team Leader Service Desk Team Leader Service Desk Analysts Service Desk Analysts Dated: June

4 Key Responsibilities and Tasks Expected Outcomes Incident Management. Accurate and timely processing of incidents according to established policy and procedures Ensure inbound incidents are promptly responded to in a professional and friendly manner, with immediate response available to all users Perform tasks according to agreed Information Services standards and procedures Use initiative to solve new issues and follow up with correct procedures. Manage escalated incidents as per Service Level Agreements Perform administrative tasks that support incident management Identify individual training opportunities Customer Service. Deliver high quality customer service Ensuring SLA targets proactively managed To deliver consistently excellent customer service through timely processing in accordance with standard operating procedures and by communicating in a timely and consistent manner Knowledge management. Process Improvement Ensure documentation of standards and procedures is well understood and correct and current. Escalate known deficiencies Ensure integrity of data entered into the service desk tool database, whether new call or reusable knowledge. Actively encourage greater levels of user awareness and self-sufficiency. Develop a sound working knowledge of ha core application environment to support incident resolution Service Requests Manage service requests to ensure a high level of customer satisfaction with both the turnaround time and the quality of the output. Ensure all IS Service Requests are processed within, or better than, defined Service Targets Dated: June

5 Project work As required Team effectiveness. Participate in team dynamics Carry out relevant project work in accordance with agreed targets/deliverables. Proactively escalate potential delays. Actively participate in lifting the standards in the Information Services environment and in particular, within the core Service Desk Team. Develop a sound practical working knowledge of the systems supported by IS to ensure grey area diagnosis is performed efficiently Continuous Improvement Demonstrates a commitment to continuous improvement by assisting in identifying, developing and disseminating new initiatives and ideas which support the DHB s and healthalliance. Participates in the healthalliance continuous improvement programme Performance Development Actively participates in performance development process, including regular two-way feedback with Team Leader/Manager. Agreement and review of key Key Performance Measurements performance indicators (objectives) Individual and Team performance indicators will be set annually and progress will be reviewed quarterly. General Other duties as required by the Manager in addition to or as a result of changing circumstances, that contribute to achieving the purpose of the role Health, Safety and Wellbeing Displays commitment through actively supporting all To support healthalliance health, safety and wellbeing culture and to recognize individual responsibility for Workplace Health and Safety under the Health and Safety Employment in Act 1992 health, safety and wellbeing initiatives. Ensures all staff maintains adequate safety standards on the job through consultation, training and supervision. Ensures own and others safety at all times. Complies with policies, procedures and safe systems of work. Reports all incidents/accidents, including near misses in a timely fashion. Is involved in health and safety through participation and consultation. Qualification, Experience and Training Requirements What is the typical background required to competently perform the responsibilities of the job? Essential is the minimum acceptable level for entry. Preferred indicates the desirable level, but may also expand on the nature, e.g.: industry related, level of previous supervisory experience Essential Proven ability to deliver a consistently high volume of work under the pressure of deadlines and with an effective attention to detail Preferred Dated: June Tertiary qualified in IT or business

6 Sound understanding of ITIL principles Proven experience in the support of MS Office applications including Office 2003/2007/2010 Proven experience in the support of Windows XP/7 operating systems Proven experience in the use of) user provisioning tools such as Active Sound understanding of MS Active Directory Proven experience in the use of remote desktop tools (such as Windows Remote Desktop Connection) Minimum 24 months plus IT experience In-depth PC hardware knowledge/problem solving techniques (Laptop/PDA s/vpn support ITIL Foundation certification Relevant Microsoft 1 st /2 nd level support certification (such as MCP/MCSA) 12 Months plus experience in NZ healthcare sector Competencies for the role Functional / Technical Skills Technical Learning Learning on the Fly Problem Solving Creativity Making decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make quick decision. Picks up on technical things quickly; can learn new skills and knowledge; Is good at learning new industry, company, product, or technical knowledgelike internet technology; does well in technical courses and seminars. Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenges of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Good at figuring out the processes necessary to get things done; knows how to organise people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can t; can simplify complex processes; gets more out of fewer resources. Comes up with lots of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming setting. Dated: June

7 Priority Setting Time Management Informing Spends his/her time and the time of others on what s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus. Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the most important priorities; gets more done in less time than others; can attend to a broader range of activities. Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or the organization; provides individual information so that they can make accurate decisions; is timely with information. Total Quality Management Is dedicated to providing organization or enterprise wide common systems for designing and measuring work processes; seeks to reduce variances in organization processes; deliver the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management of data; leverages technology to positively impact quality; is willing to reengineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes. Standing Alone Action Oriented Perseverance Drive for Results Approachability Will stand up and be counted; doesn t shirk personal responsibility; can be counted on when times are tough; willing to be the only champion for a position; is comfortable working alone on a tough assignment. Enjoys working hard; Is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with minimum of planning; seizes more opportunities than others. Pursues everything with energy, drive and a need to finish; seldom gives up before finishing, especially in resistance or setbacks. Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it. Dated: June

8 Interpersonal Savvy Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; build constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gain their trust and respect. Peer Relationships Ethics and Values Integrity and Trust Self Development Is tolerant with people and process; listens and checks before acting; tries to understand the people and the data before making judgements and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process. Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn t misrepresent him/herself for personal gains. Is personally committed to and actively work to continuously improve him/her. Understands the different situations and levels may call for different skills and approaches; work to deploy strengths; works on compensating for weakness and limits. OPTIONAL: POSITION SPECIFIC POSITION RELATED COMPETENCIES Indicates the specialist skills and behaviour required for the role Keyboard and PC skills Sound attendance record Current NZ Driver licence (Full Excellence work ethic Licence required) Excellent oral and written Demonstrates a strong can do attitude communication skills Exceptional customer service focus and excellent people skills Proven technical and analytical aptitude Note: The position needs to be reviewed by both parties annual Signed as current and agreed: Ability to work roster shifts with rotating roles within core team Manager Employee Dated: June

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