Position Number Community Division/Region Yellowknife

Transcription

1 IDENTIFICATION Department Position Title Infrastructure Client Service Desk Team Lead Position Number Community Division/Region Yellowknife Technology Service Centre (TSC) PURPOSE OF THE POSITION The Service Desk Team Lead is responsible for the resolution of first point of contact incidents, the day to day operations and the optimal performance of the IT Service Desk. SCOPE Reporting to the End User Support Manager this position is located in Yellowknife. The Service Desk is the first point of contact within the TSC for Government of the Northwest Territories (GNWT) employees experiencing problems with the information technology (IT) infrastructure in use within the Government and has overall responsibility for the management and handling of all service requests received by the TSC. As the first and primary point of contact with users, the performance of the Service Desk has the largest direct impact on the users' perception of the TSC, and is critical to establishing a positive experience for the user. This requires a focus on continued process improvement on the part of the incumbent. The incumbent provides basic and advanced IT infrastructure support to employees of the GNWT in order to ensure that all employees have continual access to the workplace functions they require to do their jobs in an efficient and effective manner, and have support on these workstations. Services are provided in accordance with a framework of operating procedures and guidelines established within the TSC, and with standards developed by the Office of the Chief Information Officer (OCIO) and GNWT standards committees. The client base consists of approximately 2,200 desktop and laptop computer users and this position is responsible for the resolution of first point of contact incidents, and the optimal performance of the IT Service Desk in accordance with established service level agreements (SLAs). These incidents are typically computer workstation-related failures or requests for January 4, 2017 GNWT Job Description Page 1 of 6

2 service; the incidents are either resolved at the Service Desk or are escalated to other TSC groups and these services are provided by several Client Service Analysts. The incumbent must interact professionally with clients at all times. The incumbent must be fully aware of the need to create a positive working relationship with each client with whom they come in contact, recognizing that the success of the TSC is dependent not just on the incumbent's technical abilities, but also on a high level of client service. The incumbent is responsible for making frequent purchases of hardware, software, and related equipment up to $5000 per purchase. RESPONSIBILITIES 1. The Service Desk Team Lead is responsible for ensuring that all IT incidents and service requests are resolved as quickly and effectively as possible across the IT organization, to ensure end-user satisfaction. Ensure that incidents are properly prioritized when first received by the Service Desk, and that priorities are adjusted as required. Monitor the work of Service Desk staff in terms of phone interactions, effectiveness of incident resolution, and willingness to follow priorities; Delegate incidents to IT support technicians, inform them of changed priorities, and ensure that their instructions are followed. Involve the End User Support Manager when required to achieve this, recognizing that this involvement should be the exception; Mentor staff in professional and effective Service Desk practices; Act as an arbitrator to resolve conflicts pertinent to Workplace Support services; Establish and maintain a good working relationship with other groups within the TSC in particular the Workplace Support Team Lead and the Infrastructure Team Coordinator, as smooth coordination of incident resolution is critical to the success of both individuals; Identify recurring and potential problems and develop procedures and controls for prevention; Manage the development of Service Desk support aids such as application checklists, installation instructions and troubleshooting guidelines; Create temporary solutions until permanent solutions can be implemented through Problem Management; Coordinate the resolution of hardware and software incidents and involve staff from elsewhere in the TSC or from Third Parties as required; Perform monthly or quarterly reviews of the Service Desk work performed by the technicians and raise these issues with the technician or the End User Support Manager as appropriate. January 4, 2017 GNWT Job Description Page 2 of 6

3 2. The Service Desk Team Lead promotes client satisfaction and quality assurance. Ensure that updates on incidents are provided on a timely basis, to ensure client satisfaction and productivity; Understand the contents of the Client Service Agreement, including the unique requirements of specific departments, and ensure that service level agreements are met where possible; Act as the first contact point for hearing and responding to complaints about the TSC and its services; Prepare Service Level Reports for clients of the TSC and for the TSC management team on both a scheduled and ad-hoc basis; and Ensure effective communication of service request status to clients. Perform routine audits to ensure client satisfaction and productivity; 3. The Service Desk Team Lead is responsible for providing technical leadership and guidance during the provision of services through the Service Desk. Be fully aware of the Information Technology Infrastructure Library (ITIL) processes and objectives and contribute to the successful implementation and use of these processes. The incumbent must fully understand and utilize the Incident, Change and Problem Management process on a daily basis. Working with the Manager of End User Support, mentor staff and oversee cross training efforts while ensuring smooth operations and achievement of service level requirements; Schedule work for Client Service Analysts working on the Service Desk including on call, overtime and training; Provide updates to the TSC inventory to Asset Management and other staff, based on changes requested by clients, so that changes can be made to departmental chargeback costs. Provide technical and functional leadership and guidance to Client Service Analysts working on the Service Desk; Working knowledge of the ever greening process and procedures and an ability to carry out the Evergreening program in the GNWT; Participate in identifying required processes, procedures, research and testing, and oversee staff who are performing these activities Have thorough knowledge of the Service Desk software used by the TSC to assist with administrative requests for the software The incumbent may be required to be on call on a rotational basis to fulfill the above responsibilities. IT services must typically be available 24 hours a day, 7 days a week. January 4, 2017 GNWT Job Description Page 3 of 6

4 WORKING CONDITIONS Physical Demands Consistent with the typical GNWT office environment. Environmental Conditions Consistent with the typical GNWT office environment. Sensory Demands Consistent with the typical GNWT office environment. Mental Demands The incumbent is required to address service incidents that require rapid response and significant re-prioritization of workload, on an ongoing basis. TSC clients may try to influence the incumbent to provide services outside the scope of TSC Service Level Agreements, and/or GNWT/TSC policies, and procedures. The incumbent is also faced with conflicting priorities from clients and from TSC managers. Many of the incumbent's interactions with the TSC managers, TSC staff and clients are done in a "crisis" mode. They require a great deal of tact and composure. A small number of clients may be very difficult and abusive, which may cause moderate to high levels of stress for short periods of time. Some duty travel to regional communities may be required from time to time. KNOWLEDGE, SKILLS AND ABILITIES Knowledge of information technology and the ability to review, troubleshoot and diagnose technical problems experienced by users (word processing, spreadsheets, , internet, security, printers, CPUs, LAN, Operating Systems, peripherals, etc...). Knowledge of client service best practices and IT Infrastructure operations and support; Ability to communicate service delivery priorities to staff in other TSC groups and to 3 rd party service providers; Ability to troubleshoot and resolve clients' operational problems in an efficient manner and either resolve the problem or identify the nature of the problem and forward it to the appropriate place for resolution; Ability to mentor, motivate and direct Service Desk staff, to promote professionalism and a high level of client service to TSC clients; Flexibility - An ability to adapt processes to fit different situations or clients and take an appropriate course of action based on the situation; Client Service Orientation - Ability to work within a long-term perspective in addressing client's problems. This may include trading off immediate costs for the sake of the long- term relationship. Considers long-term benefits for clients; January 4, 2017 GNWT Job Description Page 4 of 6

5 Assessment - Ability to ask a series of probing questions in order to get at the root of a situation or problem, below the surface issues presented. This involves not stopping with the first answer; Analytical Thinking - Ability to take apart problems into pieces and link the pieces together in logical order (i.e. A leads to B); Conceptual Thinking - An ability to use knowledge of IT theory or of past trends or situations to look at current situation. This includes applying and modifying complex learned concepts or methods appropriately; Listening. Understanding & Responding - An ability to demonstrate objective and active listening that includes an ability to behave in a helpful and responsive manner. An ability to seek out the facts and pertinent information before drawing conclusions; Teamwork & Cooperation - An ability to participate willingly and support team decisions (i.e. is a good "team player") and do and equal share of the work. This includes sharing all relevant and useful information obtained with the team; and Expertise - An ability to answer technical question as an expert when asked. This includes telling people about current understanding of technical issues. Self-Confidence - Ability to see make things happen, as a result of having confidence in one's judgment and abilities; Initiative - Ability to anticipate and prepare for specific opportunities or problems that are not obvious to others. This includes taking action to create an opportunity or avoid future crisis (looking ahead up to 12 months); Writing Skills - Ability to produce written documents which are clear, easy to understand and which follow the rules of correct grammar, punctuation and spelling; Leadership - Ability to ensure that team members understand the group's mission, goals, processes, and policies. This includes setting a good example by demonstrating desired behaviour and ensuring that group tasks are completed in a timely manner; Staff Development - Ability to give specific positive and negative feedback for developmental purposes. This includes the ability to give negative feedback in behavioral rather than personal terms, and to express positive expectations for future performance. Typically, the above qualifications would be attained by: Completion of a diploma in computer science or information systems; and, 5 years of relevant and progressively more responsible experience in the IT industry. A suitable combination of education and experience is acceptable. It is essential that the incumbent have had prior working experience as a microcomputer technician at a senior level, as this skill-set is a pre-requisite to effectively performing the responsibilities of this position; January 4, 2017 GNWT Job Description Page 5 of 6

6 ADDITIONAL REQUIREMENTS Position Security (check one) No criminal records check required Position of Trust criminal records check required Highly sensitive position requires verification of identity and a criminal records check French language (check one if applies) French required (must identify required level below) Level required for this Designated Position is: ORAL EXPRESSION AND COMPREHENSION Basic (B) Intermediate (I) Advanced (A) READING COMPREHENSION: Basic (B) Intermediate (I) Advanced (A) WRITING SKILLS: Basic (B) Intermediate (I) Advanced (A) French preferred Aboriginal language: Choose a language Required Preferred January 4, 2017 GNWT Job Description Page 6 of 6