www.gdc.govt.nz. Post Holder:... Position Profile Position Title: INFORMATION TECHNOLOGY SERVICE DESK ANALYST Reports to: Information Technology Team Leader Department: Corporate Services Section: Information Technology Location: Fitzherbert Street, Gisborne Grade: Grade 12 GDC s Mission Our Mission is To lead and support the social, cultural, economic and environmental development of our communities Mo te Tairāwhiti Our Vision is First to see the light, first choice for lifestyle and people, enterprise and the environment Ka mau te wehi The role of a local authority is defined in the Local Government Act 2002. It is to promote well-being in our communities now and into the future and to follow the principles set out in that Act in doing so. The Gisborne District Council (GDC) is a Unitary Authority required to carry out the functions of both a territorial authority and a regional council. Organisation Chart
Community Outcomes The Council is committed to achieving the eight key outcomes identified by our local community: Vibrant Tairāwhiti. Connected Tairāwhiti. Prosperous Tairāwhiti. Skilled and Educated Tairāwhiti. Safe Tairāwhiti. Healthy Tairāwhiti. Environmentally sustainable Tairāwhiti. Empowered Tairāwhiti. GDC s Values: People Performance - Process! Giving service. Solution focus. Innovation. Working together. Learning and improving. Can-do attitude. GDC is committed to providing its staff with an environment that supports professional development and treats staff as people, not resources. Staff at GDC benefit from career development advice, an active social club and a number of corporate benefits. Role of Corporate Services Department Purpose of the Position The Corporate Services Department s primary purpose is to provide internal administrative support to the organisation and to provide customer service leadership within and outside the organisation in the areas of requests for service, finance, information management, information technology, secretarial services, governance support and legal services. The department also oversees the financial performance of Council s business units, including subsidiary companies and investments. Role of Information Services Section The Information Services section works closely with the organisation to identify and define business requirements and to design, implement and support resulting information systems and services. These are provided to agreed standards, are efficient and effective and enable the organisation to meet its key objectives and outcomes. Role of Information Technology Team The Information Technology team is primarily focussed on the operation of Council s technical infrastructure but also works closely with the Business Solutions team to design and transition information services to an operational state. Role of Information Technology Service Desk Analyst The s primary role is to be the first point of contact for staff requiring resolution of technology problems or requesting other services from Information Technology and/or Business Solutions and for maintaining records of all such issues and requests in the service desk software. Other technical support functions are also carried out by the Service Desk Analyst.
Primary Functions 1. Service Desk Act as a primary contact for staff to report Information Services Incidents and Requests for Service via phone, email and web form. Resolve as many incidents at first point of contact as possible, utilising the appropriate technology tools such as remote control software. Log all incidents into Council s Service Desk software and ensure appropriate prioritisation and categorisation of incidents and timely escalation to the correct 2 nd level support staff where they cannot be resolved at the first point of contact. Ensure notifications are sent out to staff, as appropriate, to advise of known outages and issues. Follow up with after hours on call staff and log all after hours incidents into the service desk software as soon as practicable on the next working day. Ensure prompt, courteous, professional responses to staff with problems and queries. Update and maintain the knowledgebase of issues and workarounds and the event calendar. Ensure relevant service issues are communicated to backup service desk staff before handover. 2. After Hours Support Act as a rostered duty contact person for after hours Information Services support. 3. Information Technology (IT) Asset Inventory Maintain an up to date inventory of Information Technology assets. Maintain an up to date Portal register. 4. Data Backup Back up Council data and information as per the requirements of the Data Backup Plan. 5. User Administration Creates and modify user/group rights and appropriate system access as defined in the Starters Movers Leavers process for IT. This includes network and email access as well as access to required business systems - eg. Ozone, Hansen. Reset user passwords and unlock accounts, as requested. Act as a trusted contact for LandOnline licence renewals. 6. Training and Documentation Ensure all processes relating to the operation of the service desk are documented. Ensure other Information Services staff are trained on the full operation of the service desk and related processes. Responsible for scheduling and completing the IT security policy video and paperwork with new staff as part of their induction. 7. Reporting Provide operational service desk reports, as required. Analyse and provide reports to identify and suggest improvements in service and service delivery. 8 Strategy / Planning Provide specialist application and process input to the Information Services Strategic Plan (ISSP) and operational team planning. 9 Back up Ozone Application Support Act as back up support for the Applications Analyst (Ozone) as directed by the Information Technology Team Leader. 10 Other Duties Instructions specified from time to time by the Information Technology Team Leader are carried out.
11 Corporate Contribution Contribute to the Corporate Services and other departmental teams decisionmaking through active participation at meetings and through productive interpersonal relationships. Enhance Council and community relations through innovation and service responsiveness. Maintain effective communications with the Corporate Management Team, managers and other staff and elected officials. Contribute actively to the corporate affairs of the organisation, including in relation to culture change programmes and corporate projects. Ensure that the health and safety of yourself and of the Information Services team members is given a high priority. Academic / Professional Competencies Essential: Diploma level qualification in Computer Science or a related field. Desirable: Applicable Microsoft training and/or certification, Skills / Knowledge Essential: Good knowledge of Microsoft Office and related products. Good knowledge of Microsoft Windows operation system. Previous exposure to ITIL service management concepts and practice. Desirable: Good knowledge of Ozone, EDRMS, core Council systems and other common applications. Work Experience Essential: Minimum of 2 years experience in an IT related field. Desirable: Previous use of service desk software in a service desk role. Previous experience in a local government environment. Personal Attributes Very good communication and inter-personal skills. Can do attitude. Logical thinker. Organised work habits. Self motivated with excellent time management skills. Supporting Organisational Values All GDC staff are expected to endorse and support the Council s Mission, Vision and Values and actively work to achieve them, behaving with the highest level of professionalism and integrity and exhibiting courtesy and impartiality towards colleagues and the community.
Additional Responsibilities The job holder is expected to contribute to maintaining a safe working environment, reporting incidents and accidents as they occur and assisting with hazard identification. Furthermore, the job holder must participate in civil defence emergency management training initiatives upon request and assist with any civil defence emergencies as required. Work will be on sites where exposure to hazards will be unavoidable. Safety procedures must be adhered to, protection being on the hierarchy safety principle of eliminate isolate minimise. Hours of Work Eight hours per day between the hours of 7.30am and 5.30pm, as rostered by the Information Technology Team Leader, plus attendance at training opportunities as arranged with the Information Technology Team Leader, together with such other times as may be reasonably necessary to fulfil the responsibilities of the position. There is a need to be available after hours for rostered 1 st tier support queries and for 2 nd tier support Ozone related issues. Relationships External: Consultant and specialist suppliers. Other local authorities. Shared Services companies (ie BOPLASS). Auditor-General s Office and audit providers. Internal: All staff and management. Approval / Sign-off Position Holder: (name) (signed). (date) Controlling Officer: (name) (signed). (date) August 2011 (9-Sep-11)
Job Expectation Service Desk Analyst (EDRMS) Primary Functions and Related Deliverables Service Desk All calls will be logged into Council s service desk software with appropriate prioritisation and categorisation of problems. Statistics on incident resolution by the at first point of contact will show an improving trend. Staff will say the IT Service Desk service is prompt, courteous and professional to deal with. Incidents are escalated to appropriate Information Services staff members and/or external service providers as necessary to ensure resolution of incidents raised. All after hours incidents are logged into the service desk software as soon as practicable on the next business day after they occur. The service desk knowledgebase will be kept up to date with appropriate technical information, workarounds and staff escalation guidance. The incident event calendar will be updated with appropriate events. Information relevant to the role is communicated effectively to backup service desk staff before handover. After Hours Support Be available as per the agreed after hours support service level agreement when rostered on. Escalate incidents to appropriate Information Services staff members and/or external service providers as necessary to ensure resolution of incidents raised, where appropriate. Information Technology (IT) Asset Inventory Hardware asset inventory information will be kept up to date in Council s IT Service Desk software including new and retired assets. Register network scans will assist with this and unidentified assets will be investigated and described. The patch panel Portal register is kept up to date. Data Backup Council data and information is regularly backed up to appropriate media as per the requirements of the Data Backup Plan. This includes ensuring physical media are transferred to off-site locations. User Administration Create and modify user/group rights and appropriate system access as defined in the Starters Movers Leavers process for IT. This includes network and email access, as well as access to required business systems - eg. Ozone, Hansen. Forgotten user passwords are reset and locked user accounts are unlocked, as requested. User LandOnline digital certificate renewals are updated in a timely fashion. Training and Documentation Technical documentation, procedures and processes describing the operation of the service desk are developed and kept up to date. Service desk software and process training is provided to staff backing up the service desk role. All new staff are scheduled to complete the IT security policy video and documentation prior to being allowed access to Council s systems.
Reporting Summary reports, analysis and suggestions for continual service improvement are provided at weekly Information Technology/Business Solutions meetings. Other reporting is created and provided to management, as required. Strategy / Planning Inputs to the Information Services Strategic Plan (ISSP) is provided to ensure projects relating to the functioning of the service desk are included for consideration. Backup Ozone Applications Support Carry out the specified tasks and duties of the Applications Analyst (Ozone) when directed by the Information Technology Team Leader to cover periods of leave or in times of high workload time permitting. Other Duties Carry out all instructions consistent with the position that may be specified from time to time by the Information Technology Team Leader. Corporate Contribution Contribute to the Corporate Services and other departmental teams decision-making through active participation at meetings and through productive inter-personal relationships. Enhance Council and community relations through innovation and service responsiveness. Maintain effective communications with the Corporate Management Team, managers and other staff and elected officials. Contribute actively to the corporate affairs of the organisation including in relation to culture change programmes and corporate projects. Ensure that the health and safety of yourself and of the Information Services team members is given a high priority.
1. I consider the customer in everything I do Council s Expected Behaviours Listen to, seek to understand and take ownership of customer issues Offer prompt, courteous and informative responses to the customer. 2. I always look for how I can make things happen Am open minded Consider whether there are potential solutions Pursue alternate courses of action Facilitate the involvement of another part of Council when it is best placed to provide a whole of Council response Offer solutions that bring multiple benefits. 3. I look for better ways of doing things Consider whether existing practices provide the best outcome Develop and implement ideas that provide improvements. 4. I set goals and achieve them Set goals that are relevant to the team and the organisation Seek assistance / guidance Achieve these goals. 5. I will earn trust by doing what I say I will do Meet agreed deliverables Involve others when necessary and trust them to get the job done Provide direction and support as appropriate to the role Manage conflicting priorities and keep everyone informed. 6. I show integrity and speak the truth with compassion and respect for others Do what is right rather than what is convenient Raise issues in an appropriate context, in an appropriate manner, time and place Provide and receive feedback in an open, honest and respectful manner Behaviour is consistent with the practices, policies and values of the organisation. 7. I involve others in decisions affecting them Ensure decisions are made at the right level Identify key stakeholders and involve them in decisions that may affect them Consider other views and communicate reasons for final decisions Involve others in a timely manner appropriate to the task. 8. I represent GDC positively Represent Council s politicians and management in a positive and constructive manner when in public or with colleagues through what I do and say Support consensus decisions at a political and corporate level Contribute to the corporate life of the organisation. 9. I am active in making work enjoyable and celebrate success Participate in workplace celebrations Notice when something should be celebrated Come up with ways of making work more enjoyable.