Role Description Senior IT Customer Support Officer

Transcription

1 Role Description Senior IT Customer Support Officer Cluster Finance, Services & Innovation Agency Department of Finance, Services & Innovation Division/Branch/Unit ICT & Digital Government/Spatial Services/ICT Classification/Grade/Band Departmental Officer, Grade 5/6 ANZSCO Code TBA PCAT Code TBA Date of Approval 12 September 2017 Primary purpose of the role Provides broad-ranging support to users utilising a range of systems and toolsets to troubleshoot and resolve issues of moderate to high complexity across ICT environment. Key accountabilities Utilise appropriate tools and methods to address user support queries and return user s ICT systems and networks to optimum efficiency Manage set-up activities for a ICT devices and systems and monitor their performance to limit or prevent loss of service to end users Monitor the performance of nominated systems, assist with the identification of potential issues and propose solutions or log a service request to the appropriate service provider Create and maintain support documentation to assist others in restoring services and reduce the impact of unplanned outages Contribute to the development of reference materials to assist the ICT support community through maintenance of documentation on end user system configurations, support processes and technical processes Ensure compliance of services delivered with organisational standards Key challenges Balance competing demands to ensure customer Service Level Agreements are met Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms and applications 1

2 Key relationships Who Internal Manager Work team Clients/customers Why Escalate issues, keep informed, advise and receive instructions Guide, support, coach and mentor team members Participate in meetings to obtain work group perspective and share information Work collaboratively to contribute to achieving the team s business outcomes Provide advice and assist with solving issues Role dimensions Decision making This role has autonomy and makes decisions under their direct control and refers to the team leader decisions that require significant change to outcomes or timeframes; are likely to escalate or require submission to a higher level of management. This role is accountable for the delivery of work assignments on time and to expectations in terms of quality, deliverables and outcomes. Reporting line Team Leader Customer Support Direct reports Nil Budget/Expenditure Nil Capabilities for the role The applies to all NSW public sector employees. The Capability Framework is available at This role also utilises an occupation specific capability set which contains information from the Skills Framework for the Information Age (SFIA). The capability set is available at Capability summary Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus capabilities for this role. Refer to the next section for further information about the focus capabilities. 2

3 Capability Group Capability Name Level Display Resilience and Courage Act with Integrity Manage Self Value Diversity Communicate Effectively Commit to Customer Service Work Collaboratively Influence and Negotiate Deliver Results Plan and Prioritise Think and Solve Problems Demonstrate Accountability Finance Technology Procurement and Contract Management Project Management Adept Occupation / profession specific capabilities Capability Set Category, Sub-category and Skill Level and Code Service Desk and Incident Management IT Operation Application Support USUP ITOP ASUP Focus capabilities The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence. The behavioural indicators provide examples of the types of behaviours that would be expected at that level and should be reviewed in conjunction with the role s key accountabilities. Group and Capability Level Behavioural Indicators Personal Attributes Display Resilience and Courage Be flexible and adaptable and respond quickly when situations change Offer own opinion and raise challenging issues Listen when ideas are challenged and respond in a reasonable way Work through challenges 3

4 Group and Capability Level Behavioural Indicators Relationships Commit to Customer Service Results Think and Solve Problems Business Enablers Technology Stay calm and focused in the face of challenging situations Adept Take responsibility for delivering high quality customer-focused services Understand customer perspectives and ensure responsiveness to their needs Identify customer service needs and implement solutions Find opportunities to cooperate with internal and external parties to improve outcomes for customers Maintain relationships with key customers in area of expertise Connect and collaborate with relevant stakeholders within the community Research and analyse information and make recommendations based on relevant evidence Identify issues that may hinder completion of tasks and find appropriate solutions Be willing to seek out input from others and share own ideas to achieve best outcomes Identify ways to improve systems or processes which are used by the team/unit Apply computer applications that enable performance of more complex tasks Apply practical skills in the use of relevant technology Make effective use of records, information and knowledge management functions and systems Understand and comply with information and communications security and acceptable use policies Support the implementation of systems improvement initiatives and the introduction and roll-out of new technologies 4

5 Occupation specific capability set (Skills Framework for the Information Age SFIA) Category and Sub-Category Level and Code ITOP USUP ASUP Level Descriptions IT Operations (ITOP) Carries out agreed operational procedures, including network configuration, installation and maintenance. Uses network management tools to collect and report on network load and performance statistics. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Identifies operational problems and contributes to their resolution. Service Desk and Incident Management (USUP) Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken. Application Support (ASUP) Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks. 5