1. IDENTIFICATION Position No. Job Title Supervisor s Position 14-11532 Call Centre Support Supervisor Manager GN Service Desk 14-03035 Department Division/Region Community Location Community and Government Services Informatics Planning and Services Iqaluit 4th floor- Brown Building Freebalance Coding: 14515-01-1-235-1402050-01 2. PURPOSE Main reason why the position exists, within what context and what the overall end result is. The Government of Nunavut (GN) Service Desk is a valuable part of the Informatics Planning and Services Division of the Department of Community and Government Services. The Service Desk forms an integral part of the client support functions for Nunavut citizens and GN departmental users. The two main service delivery functions the Service Desk provides are the handling of all incidents reported by clients and desk side support requests for office applications including all information communications technology hardware and software installed in departmental user offices. The GN Service Desk operates by receiving, documenting, assigning and tracking all Call Centre incidents, requests for information and requests for informatics services on behalf of the Government of Nunavut and associated third party organizations and agencies. The GN Service Desk processes all incidents and requests through direct telephone support or via dispatching desk side support technicians to the user office. The Call Centre Support Supervisor is a senior member of the GN Service Desk Team located in Iqaluit reporting directly to the Manager of the GN Service Desk. The position s primary duties are: To provide supervisory duties for the team of Call Centre agents within the headquarters operation of the GN Service Desk located in Iqaluit, To act as a senior member of the Call Centre Team providing technical support for Incidents and requests brought forth to the GN Service Desk and, To provide escalation technical support for GN Service Desk Call Centre agents. To monitor and optimize the daily GN Service Desk Call Centre processing of requests and Incidents. 3. SCOPE Describe the impact the position has on the area in which it works, or if it impacts other departments, the government as a whole, or the public directly or indirectly. How does the position impact those groups/individuals, the organization and/or budgets? What is the magnitude of that impact? The position directly impacts and contributes to all levels of the Government of Nunavut through Page 1
its critical role as the supervisor of the Call Centre and its agents which are responsible for ensuring service delivery levels of the GN Service Desk are maintained and improved through receiving, documenting, assigning and tracking all Call Centre Incidents, requests for information and requests for informatics services on behalf of the Government of Nunavut and associated third party organizations and agencies. The position s main contributions to client service delivery will be seen in the following areas; Supervision; Monitoring and guiding all Call Centre agents to ensure they are performing their duties as assigned on behalf of the GN Service Desk; Technical Support; Providing technical support to GN users for requests for service and reported Incidents. Internally supporting Service Desk personnel by acting as a senior resource for escalation in problem determination and recommended solutions as well as providing technical support for GN Service Desk applications. Call Analysis; Daily monitoring and analyzing calls and requests that have been communicated to the Service Desk to insure correct call handling, efficient response times, minimal call duration and thorough call recording. Aside from providing supervisory services for Call Centre agents and on-going analysis and recommendations for Call Centre improvements to service delivery processes for the GN Service Desk, this senior position will also provide direct client support working as a senior Call Centre agent or being dispatched as a Desk Side Technician based on resource levels and call volumes experienced by the GN Service Desk. 4. RESPONSIBILITIES Describe major responsibilities and target accomplishments expected of the position. List the responsibilities that have the greatest impact on the organization first and describe them in a way that answers why the duties of the position are being performed. For a supervisory or management position, indicate the subordinate position(s) through which objectives are accomplished. Human Resources The Call Centre Support Supervisor being a supervisory member of the Service Desk is expected to guide several Call Center Agents and casuals with respect to their position functions, in addition to monitoring daily activities as per GN human resource policy and provide feedback on staff performance. This senior member of the GN Service Desk is expected to mentor and train other Service Desk personnel to ensure staff members are Servicing increase service delivery for the GN. Financial This position monitors and reports on the receipt, configuration, installation, and standards compliance for all newly purchased equipment, software and other informatics assets. Working with the Senior Manager of the Service Desk this position ensures proper levels of maintenance are provided for all workstation software licensing, hardware and peripheral warranties and Service Desk system support software. Technical This position: Provides user account administration and archival services. Monitors daily Call Centre requests for service and reported Incidents Page 2
Analyses Call Centre service queues and ticket documentation. Adjusts Call Centre handling of service requests and Incidents to improve service delivery. Executes quality assurance reports and surveys to insure customer service levels are maintained for the GN Service Desk. Configures and troubleshoots workstation hardware and related peripherals. Installs workstation system and application software principally Microsoft operating systems and Office suite of applications. Performs maintenance routines for Service Desk system support software: Front Range Heat (Service desk and Discovery), Symantec Ghost, GN Knowledgebase. Installs and configures manufacturer service packs and applications fixes as required. Tracks and documents service Incidents and provides Incident status reports; Carries out routine maintenance on client workstations and client application software; Reports and updates action track logs, and escalates unresolved items to manufacturer support teams; Provides recommendations for workstation and related peripheral configuration standards; Installs, configures, upgrades, and repairs workstations, and related peripherals; Provides desktop problem determination and resolution services principally at Tier 1 and Tier 2 levels. Provides technical support to GN Service Desk personnel for the following application support software: Front Range Heat (Service desk and Discovery), GN Knowledgebase and Prairie Fyre. Produces daily and weekly personal activity reports as and when required. Contributes to the post mortem analysis following any workstation failure and provides colleagues and management with recommendations on adjustments to procedures in order to prevent future incidents. This position may require travel. Security This trust position is responsible for contributions to the continuing development of workstation security standards and the deployment of configured security software which Services maintain the integrity at the edges of the Government s networks. Standards Compliance The incumbent will be highly involved in providing recommendations towards workstation hardware and software standards for the GN. This position is also responsible for ensuring the compliance of all workstations and peripheral equipment is configured to published hardware and software standards for integrity and confidentiality. This position must adhere strictly to Change Management procedures and direction from Informatics Management relating to any standard variances that have been identified before taking corrective action in accordance with accepted ITIL standards. Page 3
5. KNOWLEDGE, SKILLS AND ABILITIES Describe the level of knowledge, experience and abilities that are required for satisfactory job performance. Knowledge identifies the acquired information or concepts that relate to a specific discipline. Skills describe acquired measurable behaviours and may cover manual aspects required to do a job. Abilities describe natural talents or developed proficiencies required to do the job. These requirements are in reference to the job, not the incumbent performing the job. The Call Centre Support Supervisor will have a Diploma in Informatics technology or recent and adequate experience in an informatics call centre technical support role of comparable size and complexity to the GN. This education and/or experience should include recent experience working in a supervisory capacity. The candidate must have the proven ability to analyze complex technical issues and to propose solutions to problems not previously encountered as well as having the ability to work independently or as part of a team environment. In addition, the incumbent will possess experience and related knowledge, skills and abilities in the following areas; ITIL Certification or recent and adequate experience working in an ITIL service delivery support role. Current knowledge of computing systems concepts, principles and practices; Knowledge of Service desk methodology, especially the incident tracking and escalation processes; Knowledge of Problem Management, root-cause determination and known error management processes; Knowledge of Configuration/Release Management and related software distribution processes; Problem Management, root-cause determination and known error management techniques; Change Management methodologies and related processes; Knowledge of Ethernet local area networks (LAN) and related equipment; And direct experience as follows; Recent and adequate experience, configuring and supporting computer workstation: software applications, hardware and related peripherals; Recent and adequate experience supervising and leading teams of call centre or technical support personnel; Recent and adequate experience working in a call centre environment handling client requests and service Incidents; Recent and adequate installing, configuring and supporting Microsoft workstation operating systems; Recent and adequate experience supporting workstations and peripherals in a LAN environment; Recent and adequate experience installing, configuring and supporting desktop applications such as the Microsoft Office Suite, Adobe office products and internet browsing applications; Recent and adequate experience installing, configuring and supporting workstation antivirus software and related utilities; Oral fluency in Inuktitut will be considered an asset. Page 4
In addition, the following will be considered significant additional assets for the incumbent and must, in any case, be acquired within the first year of incumbency: Awareness of the Nunavut Informatics environment, including knowledge of the Informatics Operations mission, organizational structure, mandates and technical infrastructure; A+ Certification, or its equivalent; Recent and adequate experience working with Front Range Heat software including installation, configuration and support of the Service desk and Discovery modules. Recent and adequate experience working with Service desk Knowledge Base application systems. Recent and adequate experience working with Prairie Fyre software including installation, configuration and support of the desktop application. A knowledge of the mandates and program activities of the various departments of the Government of Nunavut; Knowledge of relevant legislation and regulations applicable to information management and information technology (Access to Information and Privacy Acts, Consulting and Audit Canada standards, etc.) in order to ensure systems integrity, reliability and security. 6. WORKING CONDITIONS List the unavoidable, externally imposed conditions under which the work must be performed and which create hardship for the incumbent. Express frequency, duration and intensity of each occurrence in measurable time (e.g. every day, two or three times a week, 5 hours a day). Physical Demands Indicate the nature of physical demands and the frequency and duration of occurrences leading to physical fatigue. The work may require frequent movement from one building to another Travel to outlying communities connected to the Government network for operational support may be necessary on occasion. Environmental Conditions Indicate the nature of adverse environmental conditions to which the jobholder is exposed, and the frequency and duration of exposures. Include conditions that disrupt regular work schedules and travel requirements. The work may require spending extended periods with noisy equipment, yet noisemuffling devices are not practical when troubleshooting because diagnosis includes listening for error signals. Page 5
Sensory Demands Indicate the nature of demands on the jobholder s senses to make judgments through touch, smell, sight and hearing, and judge speed and accuracy. Work requires intense focus on complex variable information patterns for extended periods, usually via a computer screen. Mental Demands Indicate conditions that may lead to mental or emotional fatigue. This highly stressful position frequently requires working with complex issues under urgent conditions leading to mental fatigue, tension, irritability and strained professional and personal relations. Pressures from unexpected system failures are compounded by unrealistic deadline expectations, which then require dealing with confrontational clients and concerned management expecting immediate resolution. Due to the rapidly evolving nature of Information Technology, the work also demands a constant extracurricular effort to maintain technical currency. 7. CERTIFICATION Employee Signature Manager GN Service Desk Supervisor Title Printed Name Supervisor Signature Date: I certify that I have read and understand the responsibilities assigned to this position. Deputy Minister, Roy Green Date I certify that this job description is an accurate description of the responsibilities assigned to the position. Deputy Head Signature Date I approve the delegation of the responsibilities outlined herein within the context of the attached organizational structure. Page 6
8. ORGANIZATION CHART Please attach Organizational Chart indicating incumbent s position, peer positions, subordinate positions (if any) and supervisor position. The above statements are intended to describe the general nature and level of work being performed by the incumbent of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position. Page 7