Job Description Position Information Position: Section: Department: Reports to: Salary Band: Information Services - Service Desk Operator (0.6 FTE) Information Services Corporate Services Information Services Operations Co-ordinator D Last Reviewed: March 2014 Council Overview Our Vision: Our Mission: Our Purpose: Our Place, Our Future: Thriving communities enjoying the Tasman lifestyle To enhance community wellbeing and quality of life To deliver the Community Outcomes the eight goals of the community Our vision for the Tasman District to be a thriving, vibrant, interactive community where people enjoy a wonderful lifestyle and the natural environment is well cared for, where we all live and work sustainably, with employment opportunities for everyone and where residents and visitors can enjoy the stunning natural beauty of our District. Council Values We support our Vision and Mission through living our values. We: Communicate effectively Act with professionalism and integrity Work co-operatively Seek continuous improvement Lead by example We consult with and listen to each other. We keep each other informed and share information. We give and receive timely and constructive feedback. We are open, honest, and clear in our communication We show respect to the people we work with and the public we serve. We are honest, trustworthy and professional in all our dealings. We act without favour or bias. We promote teamwork and co-operation across the Council. We work together to achieve our goals. We support and encourage each other. We appreciate the views and talents of others. We promote and encourage learning, development and innovation. We take responsibility for initiating improvement and for learning from our mistakes. We seek to provide quality advice and service. We are leaders in the community. We allow each other to lead and inspire achievement and excellence. We acknowledge and celebrate successes. We live our values.
Purpose of the Position Role of the Corporate Services Department The Corporate Services Department s primary purpose is to provide efficient internal administrative support to the organisation in the areas of finance, rating, treasury, payroll, information management and technology, record management, secretarial services, governance support, human resources and health and safety. Role of a Council Staff Member The primary role of every Council staff member is to: Actively contribute to the achievement of Council s strategic goals and objectives Provide a quality customer service experience that achieves the Community Outcomes, Council s Vision and levels of service in a cost effective and sustainable manner Be responsible and accountable for the delivery of job specific responsibilities in line with their Department s programme of work Achieve the position objectives, accountabilities, job related and behaviour key result areas in an effective manner Role model behaviours and attitudes that support Council s Vision, Purpose, Values and foster positive relationships that are built on trust and respect Actively contribute to and participate in organisational improvement, professional development opportunities and continuous improvement initiatives Role of the Position Position Objectives: Assist IS Service Desk Analyst to provide an excellent service desk service to minimise downtime and maximise staff productivity in their use of Council information systems. Assist the IS Service Desk Analyst and I.S. Analyst with routine computer hardware and software administration tasks as required. Important Relationships: Internal: Council staff for support requests Network Operations team and wider IS team Human Resources team External: Computer hardware and software providers Office consumables suppliers Organisation Context Chief Executive Corporate Services Manager Information Services Manager Information Services Operations Co-ordinator Information Services - Service Desk Operator
Key Result Areas Position Responsibilities and Tasks Job holder is accountable for Service Desk Analysis and Problem Solving Logging and follow-up of service desk calls using the Track-IT Service Desk system. Assist the I.S. Service Desk Analyst with processing and routing of Change Requests. Remediation of simple hardware, software and application faults where possible. Assist with user requests and issues. Action system and email alerts as required. Clients and Printers Management and Check Printer and fault. Action where possible. Assist I.S. Service Desk Analyst with administration of simple network and telephone outlets and cabling as required. Replacement of printer, disk and tape consumables. Client Applications Management and Microsoft Office and other client applications maintenance and fault assistance. Maintain consumable stocks for IS and undertake orders Network System Assist IS Service Desk Analyst with administration of machines, users and groups in Active Directory system, as required. Job holder is successful when Service Desk Analysis and Problem Solving All calls are accurately logged into TrackIT and the system is up to date and available to key users. RFCs are approved and forwarded to assigned team member in a timely manner. New users are accurately set up on Council network and provided with orientation induction training on day two of their first week. All faults and help requests are remediated (where possible) or escalated to IS Service Desk Analyst or level two support where appropriate. Alerts are immediately remediated or escalated for further action. Positive feedback on the job holder s service desk approach and manner is received. Clients and Printers Management and All printer faults are accurately logged and immediately remediated (where possible) or escalated to IS Analyst or where appropriate. All client equipment is maintained in good working order. Faults are logged, remediated or escalated. The IS asset directory is accurately maintained and up to date as per the IS Analyst s requirements. All replacement consumables are ordered in a timely manner that ensures that supplies do not run out. Client Applications Management and All Microsoft and other client application/systems faults are accurately logged and immediately remediated (where possible) or escalated to IS Service Desk Analyst where appropriate. Adequate level of IS consumables supplies are maintained. Network System Active Directory is kept up to date and is accurate and available to key users. Corporate Contribution Job holder is accountable for Customer Service & Relationship Management Promote a customer first and first contact resolution culture so that all our customers hold Council in high regard for the way they are treated. Maintain high level of customer service under all conditions, devising solutions and meeting Job holder is successful when Customer Service & Relationship Management Job holder is responsive to customers at first contact, and enquiries/requests are followed through within the agreed timeframe and in manner that promotes resolution. There is evidence of improving customer service within the Department / Section.
commitments within timeframes and constraints. Effectively balances the conflicting demands of various customers. Health & Safety Actively participate in their health and safety (H&S) responsibilities as outlined in Council s Health and Safety Systems. Demonstrate compliance with all H&S requirements (accident reporting, hazard management, PPE, training, audit & review, SOPs, etc) and promotes an awareness of the responsibilities associated with the position as outlined in Council s H&S Systems. Appropriate standards for H&S are built into and incorporated into relevant contractor/procurement processes and documentation, i.e. site visit inductions, performance audits, tenders and contracts for services (Section 8, H&S Systems). Actively promote and support H&S, wellbeing initiatives and a culture of responsibility and accountability for H&S in the workplace. Professional Accountability & Development Actively participate and contribute to the achievement of Council s Vision and strategic goals. Contribute constructively and effectively to the activities of Council by participating fully in the delivery of the position objectives. Take personal responsibility for owning performance and professional development and discussing this with their Manager / Supervisor. Demonstrate commitment to up-skilling and further developing specialist knowledge and applying best practice. Develop and maintain effective relationships that align with Council Vision, Values, expected behaviours and customer service focus. Continuous Improvement Actively seek and promote ideas and initiatives that improve the service levels and business processes that are the responsibility of the position. Show flexibility, adaptability and a willingness to change and are open to feedback as an opportunity to improve. Other Responsibilities Provide assistance and support during Civil Defence activities as required. Fulfil all other assigned responsibilities, tasks and project work in a professional and timely manner. Customer experience with the job holder results in a positive or agreed outcome. Health & Safety All H&S responsibilities and procedures are undertaken and completed within expected timeframes. All H&S procedures and rules are adhered to, and immediate action to comply is taken when a knowledge gap or breach becomes known. All H&S System and process improvements are rectified or raised with the Manager, or the H&S Committee for further corrective action. Contractors agree and comply with Council s H&S requirements as outlined in Council s H&S Systems, tender and/or contract documents. Tender and contract H&S documentation meets all H&S legislation requirements. Acts as an advocate and actively raises the awareness to others about H&S and wellbeing initiatives available to all staff. Professional Accountability & Development Job holder s participation and contribution directly aligns with Council s Vision and strategic goals. Contribution is effective and valued, and positive feedback on the job holder s performance is received and given by the manager / supervisor. Takes an active role in own performance development and raises any concerns in a constructive and good faith manner. Takes an active approach in self-learning and familiarisation of Council s plans, policies, procedures and statutory requirements that relate to their role. Role models Council s Values and expected behaviours at all times. Any feedback received by manager on behaviour is positive. Continuous Improvement Champions service, and process improvements are implemented that enhance and add value to the position objectives, performance outputs and how the job is carried out. Responds positively to constructive feedback, and actively participates and contributes to change / improvement processes. Other Responsibilities Support is provided during Civil Defence activities and training is fulfilled as requested. Demonstrating an ability to go the extra mile by fulfilling additional responsibilities with positive results. Extent of Authority This position has no staff or financial responsibilities. However, the Council may from time to time delegate to the officer specified powers and duties which must be exercised with due care and diligence.
Competencies Qualifications and Experience: Personal Attributes: Basic knowledge of IT hardware and devices. Passion for IT and customer service with strong communication skills. Previous service desk or customer contact centre experience an advantage. Experience with Microsoft and Internet technologies an advantage. Formal computer industry Certificates an advantage. Passion for IT and customer service. An active team member with a genuine enjoyment in assisting people. Demonstrable problem solving capabilities. Good interpersonal and communication skills to provide customers with clear, precise information and accurate messages. Excellent organisational skills and ability to work accurately under tight time. constraints with, at times, a minimum of supervision. Shows maturity to take responsibility for completion of tasks. Ability to learn and retain new information quickly and to pass this information on accurately and concisely to others. Job Description Sign-Off Position Holder: (name) Position Holder: (signature) Date:..
HOW DOES MY JOB FIT INTO THE BIG PICTURE? What We Achieve Thriving communities enjoying the Tasman lifestyle To enhance community wellbeing and quality of life How We Operate Community Outcomes Values Our Unique and natural environment is healthy and protected Urban and rural environments are pleasant, safe and sustainably managed Infrastructure is safe, efficient and sustainably managed Communities are healthy, resilient and enjoy their quality of life Communities respect regional history, heritage and culture Communities have access to a range of spiritual, cultural, social, educational and recreational services Communities engage with Council s decision-making process Developing and sustainable economy provides opportunities for us all We: Communicate effectively Act with professionalism and integrity Work co-operatively Seek continuous improvement Lead by example Job Related Key Result Areas JOB DESCRIPTION Behaviour Key Result Areas Performance standards Delivery of Long Term Plan (LTP) at employee level Expected behaviours Measured through organisational wide key performance indicators Performance Management and Development System Job specific skills and attributes JRA Survey Measure effectiveness of performance Establish the performance agreement Conducting a review of performance Coaching, training and development