Our Values: Achievement Simplicity Integrity We are focussed on creating positive outcomes for each other

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1 Position Title: No.: Title: No.: Reports to: Service Desk Analyst HSF130 Infrastructure Team Lead HSF052 Business Unit: Information Services Date created: July 2017 Division: CFO Review date: July 2018 Organisational Overview: At HomeStart we believe that affordable home ownership is essential to the health, well-being and ongoing sustainability of our communities. HomeStart s role, within the framework of government policy, is to provide leadership and innovation in the housing finance sector by enabling more South Australians to fulfil their home ownership dreams. We do this through the provision of innovative housing finance solutions. More importantly, we do this through our core strength our people. Position Purpose: The Service Desk Analyst is responsible for coordinating requests for support and resolution of incidents, while providing efficient 1st level support to all users of IT systems, including routine procurement. The position supports printers, MFD s and other peripheral devices and supports desktop and mobile devices. The role is also required to provide user training and assistance as required. Our Values: Achievement Simplicity Integrity We are focussed on creating positive outcomes for each other We are focussed on simplifying the way we do business We are honest and genuine with each other Positions reporting to this position: Nil Other significant working relationships: Internal: Business Process Owners, Project Management Office External: IS Service Providers

2 Primary outcomes and accountabilities Key results areas Performance measures Operational responsibilities Financial Management External Stakeholder Relations Providing 1st level technical support to all users, including Microsoft Windows, Office and printers. Resolving customer problems and queries in accordance with agreed service standards. Keep all users informed of the current status of their issues. Daily operational tasks, including log management. Manages escalations of incident problem and service requests from the service desk. Fulfils user access control, i.e. on-boarding, change, rights and terminations according to established policies and standards. Producing service desk reports. Keeping Infrastructure Team Lead aware of potential areas for improvement and end-user s educational needs. Complies with cyber security policies and procedures, educates users on security policies and practices. Support and deploy new hardware/software. Maintain IT asset register. Contribute to the development of annual budgets and provide regular financial performance reports. Monitor all relevant operational costs to ensure proper budgetary controls are exercised and budget variances are proactively managed and accounted for. Create and maintain conditions for effective relations with relevant external organizations, government agencies, customers and vendors where appropriate. Respond to stakeholder queries in a prompt and courteous manner. Behavioural profile Achievement Self-Actualising Humanistic-Encouraging Affiliative Takes personal accountability and demonstrates initiative, determination and drive to achieve high quality results and innovative solutions that make a difference to our people and customers. Seeks opportunities to develop and grow. Shows an awareness of and belief in own abilities. Brings energy and creativity to positively impact and influence others. Inspires, encourages, challenges and supports others to improve and grow by genuinely listening and providing constructive and timely feedback. Acts in ways which promote and support HomeStart as one organisation with a common purpose and set of values. Is prepared to set aside own agenda in the interests of HomeStart as a whole as well as supporting and encouraging co-operation within and across teams.

3 Skills Framework for the Information Age (SFIA) Version 6 Skill Description Level Description Incident Management The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. Level 2 Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. IT Infrastructure Security Administration Service Level Management The operation and control of the IT infrastructure (typically hardware, software, data stored on various media, and all equipment within wide and local area networks) required to deliver and support IT services and products to meet the needs of a business. Includes preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, the building and management of systems and components in virtualised computing environments and the monitoring of performance of systems and services in relation to their contribution to business performance, their security and their sustainability. The provision of operational security management and administrative services. Typically includes the authorisation and monitoring of access to IT facilities or infrastructure, the investigation of unauthorised access and compliance with relevant legislation. The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This Level 2 Carries out agreed operational procedures of a routine nature. Contributes to maintenance, installation and problem resolution. Level 2 Receives and responds to routine requests for security support. Maintains records and advises relevant persons of actions taken. Assists in the investigation and resolution of issues relating to access controls and security systems. Level 2 Monitors and logs the actual service provided, compared to that required by service level

4 Systems Installation/Decommissioning includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The installation, testing, implementation or decommissioning and removal of cabling, wiring, equipment, hardware and associated software, following plans and instructions and in accordance with agreed standards. The testing of hardware and software components, resolution of malfunctions, and recording of results. The reporting of details of hardware and software installed so that configuration management records can be updated. agreements. Level 2 Installs or removes hardware and/or software, and associated connections, using supplied installation instructions and tools. Conducts tests and corrects malfunctions. Documents results in accordance with agreed procedures. Assists with the evaluation of change requests. Contributes, as required, to investigations of problems and faults concerning the installation of hardware and/or software and confirms the correct working of installations. SFIA Level of Responsibility (Level 2 Assist) Skill Autonomy Influence Complexity Business skills Description Works under routine direction. Uses limited discretion in resolving issues or enquiries. Works without frequent reference to others. Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. May have more influence in own domain. Performs a range of work activities in varied environments. May contribute to routine issue resolution. Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organised approach to work. Identifies and negotiates own development opportunities. Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Absorbs new information when it is presented systematically and applies it effectively. Other Requirements

5 Essential criteria Relevant IT support qualification or certification. ITIL Foundations. Demonstrated aptitude for supporting users with Microsoft Windows, Outlook, Office, SharePoint and providing basic user support for applications and problems with telephones, printers and other peripherals. Ability to work as a member of a team. Demonstrated initiative and ability to work without close supervision. Good oral and written communication. Good organisational skills. Special conditions Required to provide a satisfactorily National Criminal History Record Check (Police Check), where applicable. Will be required to participate in an on-call roster May be required to act in higher level positions, or assume additional accountability, as and when required. Flexibility in working across business units as required. May be required to work reasonable overtime with notice. Some out of hours, weekend work and intrastate/interstate travel may be required. Acknowledgements Signature Name of employee Signature Name of leader Date: Date: