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

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1 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: National Office Wellington Delegation level: N/A Role of Tertiary Education Commission (Te Amorangi Matauranga Matua) The TEC s vision is for all New Zealanders to be equipped with the knowledge and skills they need for lifelong success. Our key functions are to: Invest government funding in tertiary education Provide information and advice to government about tertiary education organisations and the tertiary education sector Monitor and manage the performance of tertiary education organisations. In giving effect to the Government s strategic direction for tertiary education (set out in the Tertiary Education Strategy) we are working to: Champion aspiration/whakangākau provide the opportunity for all New Zealanders to engage in lifelong education to develop and enhance skills as they are needed Building partnerships/mahi Ngātahi maximise our impact by engaging with and leveraging our partners Develop an investment approach/tautoko to optimise the return from the tertiary education spend. Our Values You will model our core values: We aim high (Whaia te iti Kahurangi) We partner for success (Hongona) We work as one (Kotahitanga) We learn and innovate (Ngaiotanga) More information can be found on our website: 1

2 Directorate: The Information Directorate is responsible for end-to-end ownership and accountability for all information systems supporting the operational deliverables of the broader organisation. In particular this includes the development, maintenance, management and optimisation of TEC s ICT and information management systems and interfaces, including TEC s data and information warehouse. The Directorate performs data analysis and reports on sector-wide performance, delivers training and system support to staff, including the helpdesk function for the systems and applications deployed across TEC and oversees TEC s records management responsibilities. Role Purpose: To take ownership of identifying, troubleshooting and resolving IT related incidents/requests, to support TEC staff. Key Accountabilities: Deliverables Example Measures Incident Management Ensure a detailed description of the incident is logged within the Service Desk logging system Ensure timely updates are maintained within the Service Desk logging system and communicated to the customer Identify and troubleshoot an incident to provide the relevant information for resolution. Resolve 70% of all IT related incident/request or provide appropriate fixes or workarounds. The ability to establish the severity and extent of impact of the incident to the customer and business as a whole. Survey 2 incidents from the Service Desk logging system per fortnight/monthly. o Check for description details o timely updates of the progress of the incident o timely feedback to customer o visual methodology in the notes of the incident demonstrating troubleshoot techniques for resolution knowledge base o Logging of severity/impact according to the SLA for customer, team or application 70% resolution will be proven via the team statistics. The statistics are monthly that highlight the phone volume, how many incidents are assign to each SDA and how many were resolved by the individual SDA and therefore the team Weekly outstanding open report which 2

3 Key Accountabilities: Deliverables Example Measures highlights, what is outstanding of the SDA and whether it s older than 30 days Minimum of 2 issue management reported by customers Operational Adhere to team rosters Liaise with 2 nd 3 rd level support parties as required. Monitor the Service Desk mailbox and ensure requests are logged into the Service Desk logging system within agreed timeframes Asset management for IT equipment and software Ensure procedures and process are documented and relevant to current environment The ability to work autonomously and within a team environment. Adhere to IT and company policies Miscellaneous task allocated by management. Customer Service Familiarisation with relevant customers environments and personnel. Liaise directly with customers, and their management if required, regarding reported incidents and services requested. Foster excellent relationships and communication with Business Units, providers and external customers Phone statistic indicate when SDA are logged in/out, how long they re on a phone call and make busy statistics Notes in incident should indicate the progress of the incident and hand-over comments to the 2-3 rd level support. Survey 2 incidents from the Service Desk logging system for asset management. The best example calls should be from work request for deletions, starter, mover or asset collection calls. Feedback from Asset management coordinator Quarterly Asset reconciliation audit. Mailbox is sent at the end of the day stating the state of the Service Desk mailbox Service Desk operational manuals are current. Allocated project work Monthly customer survey Attend Speakers corner at least 1 every second month Understanding of the customer SLA Health and Safety Proactive awareness of health and safety in the workplace Ensure knowledge and understanding of Health, Safety and Wellbeing. Comply with TEC s Health and Safety policies and procedures, for reporting accidents and hazards. Evidence of a clear understanding and compliance with health and safety policy and procedures. 3

4 Key Relationships: Internal Business Units staff Managers within TEC IT staff External Suppliers and vendors Sector agencies Knowledge, Experience and Skills Required: Relevant Experience Understanding of network infrastructure in LAN and WAN Experience with Windows Desktop ( in particular Windows 2000 and later) Experience with Microsoft Office Suite (in particular Office 2000 and later) Understanding of remote tools Knowledge of hardware in particular servers, pc, laptop, IP phones and printers. Knowledge of firewall, virus management and network security Telecommunications experience, in particular IP telephony Uses their specialist knowledge to add value to TEC s business Makes effective use of current tools and technology in their specialist field Mastery of body job-related knowledge and motivation to expand, use and share of work-related knowledge with others Uses their specialist knowledge to improve TEC s ability to achieve its goals Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures Customer service experience Qualifications A relevant tertiary qualification is preferred. 4

5 TEC Core Competencies: TEC staff working as one organisation are expected to demonstrate the following competencies: Connects with People Is a team player Is an ambassador and champion for One TEC Role Specific Competencies: The specific competencies required for this role are: Manages Risk Coaches and motivates others Self-Development Has energy and drive Is innovative and breaks barriers Is organised and systematic Has the cultural capability to drive beneficial outcomes for Māori learners 5