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

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Benedict Burke
8 years ago
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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