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 for providing first-level support to Open Polytechnic users, and facilitating the rapid resolution of support issues and requests Location: Information Services Salary Range: Minimum $38,244 Median $47,805 Maximum $52,586 Date: April 2011 Organisation Context The Open Polytechnic operates nation-wide as the specialist provider of vocational open and distance learning. The way we pursue our mission and our contribution to an integrated national system of lifelong learning will ensure equity of access while developing independent lifelong learners who can contribute in a skilled, internationally competitive workforce. Mission Statement To deliver high-quality, flexible and innovative information systems that optimize costs and maximize value to Open Polytechnic. Client Services Team The mission of the Client Services team is to provide and continually enhance the delivery of front line IS and Information Management Services to Open Polytechnic business users, and to ensure overall delivery of IS Services consistently meets or exceeds expectations. To support this mission, the Helpdesk Support Analyst is responsible for performing reactive service desk activities, managing and responding to users issues and requests, and engaging second level support of vendors where required. Page 1 of 7
Location of Position in the Polytechnic The Helpdesk Support Analyst works as part of a team reporting to the Client Services Manager, and is expected to have close working relationships with Infrastructure and Business Solutions teams, as well as with the broader user community. Refer to Diagram provided in Appendix 1 for details of location and working relationships. Authorities and Scope of Position Focus The Helpdesk Support Analyst will: Perform first line helpdesk activities to analyse and if possible resolve user issues and requests, usually by telephone. Perform user administration tasks such as user set-ups, adds/moves/changes, Liaise with Open Polytechnic users to understand requirements, communicate and promote IS services and receive feedback The Helpdesk Support Analyst has the authority to make decisions and carry out actions in matters relating to the key functions of this position. In addition, the Helpdesk Support Analyst can make recommendations to the Client Services Manager on all other matters. Financial Authority No financial delegations attach to this position. Human Resources Authority No Human Resources delegations attach to this position. Policy The Helpdesk Support Analyst is authorised to: Work according to Polytechnic operational policies, structures and processes within the Infrastructure team, and Contribute to the development of operational policy as may be required for specific purposes within the Infrastructure group or IS Directorate, in consultation with the Client Services Manager. Important Functional Relationships External Vendors of products and services involved in service delivery Internal The Open Polytechnic community Infrastructure team members Business Solutions team members IS Project staff March 2010 Page 2 of 7
Key Functions The key functions of the position are broadly identified below. Note: there may be other functions, within the purpose of the role that will be required to be performed from time to time. Key Functions 1. Helpdesk operation and incident Management Expected Results To provide first level IS support for Open polytechnic users. 80% of incidents to be resolved at first contact, usually by telephone. Handle user issues, incidents and requests including assessment, diagnosis and resolution if possible Engage second level, vendor or other resources as required to resolve user service requests Follow request and incident management procedures to log, assign, track and escalate service requests to meet agreed service levels Communicate appropriately with users on progress towards resolution, and work with them to ensure business impact is minimized Contribute towards development and maintenance of procedures and documentation required to perform incident and request management functions Incidents and requests are managed so as to meet or exceed required service levels. Users are kept regularly about progress, or when the status has not changed but it has been sometime since last contact and their expectations are met. Appropriate second level resources are engaged in a timely fashion. Relevant procedures and documentation are complete and up-to-date. Management toolsets are used effectively to speed resolution. Use service management, remote control and other toolsets as required to assist and manage through to resolution 2. User Administration To perform routine user administration tasks such as adds/moves/changes, user set-ups, phone set-up, etc. Perform set-up and changes for users of IS services according to agreed procedures User set-up and other administration tasks are performed so as to meet or exceed user expectations and agreed services levels. Appropriate levels of security are maintained Liaise with Security and Network so as to minimize risk of any unauthorised March 2010 Page 3 of 7
Administrator as required to ensure users are assigned appropriate access rights Update configuration and asset records where required Work with users to ensure appropriate backup and archiving of user data, mail systems, etc. Contribute towards development and maintenance of procedures and documentation required to perform user administration functions access. Configuration and asset records are up to date, and accurately reflect the current state of desktops and user environment. Administration tasks are well-documented, such that their performance is not dependent on the knowledge of any single staff member. Relevant policies, procedures and documentation exist, and are complete and up-to-date. 3. User Liaison and communication To identify business needs and promote and improve IS Services through good relationships and communication with IS users. Develop and maintain good understanding of Open Polytechnic business environment Promote and communicate information on IS services, and identify service improvement opportunities Gather, receive and pass to Client Service management any feedback from users on IS services, concerns, etc. Work with other IS team members to identify and implement performance and process improvements 4. Contribution to Team Performance Support analysts understand the users perspective and anticipate their needs. Users are communicated to regularly, and appreciate IS s value in delivering IS Services. Users are confident that their opinions are heard, and their feedback is reviewed, assessed and acted upon. Service improvements are implemented through an IS-wide approach. To contribute to the performance of the Client Services team and the wider IS group. Maintain and develop own professional and technical knowledge and skills Understand the work of colleagues and contribute to team results through cooperative and collegial processes Contribute to team knowledge and skills Professional and institutional knowledge is maintained and shared with team. Participates in personal and team performance assessment. Appropriate development targets are agreed in the performance development plan, and there is evidence of achievement against these. Takes a positive role in supporting other team members. Works constructively with peers/colleagues. development, by working positively March 2010 Page 4 of 7
alongside team members and contributing to team success Contribute to positive working environment Maintain knowledge of Health and Safety procedures, and actively support safe work practices Maintain quality and minimise risk, by working within the quality systems for the team, and by managing risk in own work area. Work issues are raised with team for discussion/resolution. Health and Safety procedures are followed in own area of work, and hazards reported appropriately as necessary. Quality issues are identified and raised with the Client Services Manager. 5. Effective Working Relationships To maintain and develop positive working relationships with peers and colleagues. To contribute to trust and understanding of advice and services offered by the Client Services team and IS. Appropriate response to requests for advice within agreed timeframes. Positive profile for Client Services team and IS. Respond to requests for advice and information in a timely manner Understand the perspective of others in relation to provision of IS services Seek feedback on the quality of services, and recommend and develop improvements Effective relationships are maintained and developed with peers and colleagues, including relationships with relevant external agencies. There is evidence of collaborative effort and results. Feedback indicates satisfaction with the quality of services provided. Ideas and recommendations for improvements are raised with the team. NOTE: The above key results are provided as a guide for performance standards. The annual performance plan and measurements will be discussed and agreed between the position holder and manager as part of annual performance planning and development. Person Specification Education/Qualifications Holder of relevant tertiary or computing qualification or work experience deemed equivalent Skills and Experience Essential Previous practical experience working in an internal IS helpdesk operation in a medium-to-large organisation Good interpersonal skills able to listen, manage issues, negotiate effectively, deal with conflict and co-ordinate the activities of others Good analytical and problem-solving skills Good working knowledge of Microsoft desktop environment, email systems and other end-user technologies March 2010 Page 5 of 7
Experience with using service management platforms and tools (e.g., TrackIT) Good oral and written communication skills with the ability to communicate information, concepts and arguments effectively Demonstrated ability to plan and prioritise work and meet deadlines according to agreed service levels Skills and Experience Desirable Knowledge of the tertiary education environment, and associated user applications and requirements Knowledge of ITIL framework, and experience with ITIL-based processes in an internal support organisation Experience in documenting and refining service processes and procedures Personal Qualities Professionally focused with a personal commitment to quality and client service Good relationship-building and networking skills amongst managers, peers, staff, colleagues and external stakeholders Takes organised and disciplined approach to the performance of work activities Good personal planning and organisational skills including ability to plan and prioritise work and meet deadlines Initiative, drive and commitment to achieving objectives; Demonstrates a commitment to equity, equal employment, Treaty of Waitangi and educational opportunities Acceptance This Position Description may be reviewed to meet changing business requirements, or as part of the preparation for the performance development process, or as a result of the performance management process. Any required change will be discussed with the position holder and confirmed by the Executive Director, Information Services. I confirm that this Position Description accurately describes the work of the Helpdesk Support Analyst position. Executive Director, Information Services Date: I accept this Position Description reflects the duties and responsibilities of the Helpdesk Support Analyst position for which I am accountable: Position Holder Date: March 2010 Page 6 of 7
Appendix 1 Position: Helpdesk Support Analyst, IS Role Relationships Diagram Reports to: Chief Executive Reports to: Key External Relationships: IS Product and Services vendors Professional and industry organisations e.g. itsmfnz Executive Director Information Services Position Reports to: Client Services Manager Key Internal Relationships: OP users and staff Position: Helpdesk Support Analyst Other IS Staff Infrastructure team members Business Solutions team members IS Projects staff Responsible for: Self contribution to Team March 2010 Page 7 of 7