Team Information Technology Classification Band 5 Position Objective Key Responsibilities Provide support in a predominately Microsoft Windows environment, working to agreed service targets. Proactively keep informed of current and past incidents, Service Requests, Problems and known errors. Ability to work flexible hours to meet the requirements of the position and regularly visit depots, treatment plants and other environments with the CIO, IT Operations Manager or alone as required by the business. Telephone, email, and online support accept, respond and manage user contacts according to Service Desk procedures and SLAs. Establish strong relationships within the Application Management team and all the business to maximise Service Desk resolution. Work on projects as assigned by the IT OPS manager or CIO ensuring best practices are followed. Identifies diagnoses and resolves level one and level two problems providing one-on-one end-user problem resolution. Diagnosing and resolving technical solutions such as enduser network or local printer problems, PC / desktop issues, peripherals, email, Internet, remote connectivity and other similar issues. Ability to provide sound technical support / advice to Western Water s staff ensuring that we are adding business value always and providing responsive and excellent customer service. Coordinates timely repair of PC / telephone and computer equipment covered by third party vendor maintenance agreements. Performs minor desktop hardware repair for PC s as support contracts allow, installing cabling systems and equipment such as SIM cards, network interface cards, cables, hubs, switches and other devices. Maintain and support Western Water s mobile equipment, telephony and specialist applications as required. This includes: GIS, SCADA, Intelligent metering and other infrastructure environments as required. Contribute to building a strong team culture through adoption of Western Water vision and values including participation in team events, assisting the IT Operations Manager and CIO with prioritizing tasks and ensuring delivery of corporate Ref: HR-FORM-ENVOFFGRA Page 1 of 5 Uncontrolled when Printed
objectives in line with budgetary and regulatory guidelines. Utilise the helpdesk system to update incidents and requests in a timely manner. Create and maintain documentation that will assist the IT OPS staff in their duties. Be able to perform root cause analysis of faults in identifying reoccurring problems. Key Relationships Accountability and Extent of Authority Judgement and Decision Making Reports to: IT Operations Manager Supervises: None External suppliers / partners working on infrastructure as required Internal: IT Business Innovation Team leaders All Western Water staff External: Application service providers Contractors and Consultants Support and contribute to the delivery of IT infrastructure projects and operational items, ensuring the required and value added outcomes are met. Operate under minimal supervision and with reasonable autonomy within an allocated budget after guidance sought for abnormal issues / situations from the IT Operations Manager and / or CIO as required. Provide advice to the customers on all technical issues where specialist and IT technical knowledge is required within your field of expertise. Ensure KPI s, service desk SLA s and other compliance commitments are exceeded Ability to contribute and influence through sound judgement and business planning capacity including Corporate plan and IT Strategy. Ability to assist others to identify and resolve faults in infrastructure, software, business processes and any item of Ref: HR-FORM-ENVOFFGRA Page 2 of 5 Uncontrolled when Printed
technology with a view of coordinating corrective action. Identify business improvements and proficiently drive change to ensure re-occurring problems do not continue to occur, delivering on-going business efficiency and performance. Specialist Knowledge and Skills Management Skills Interpersonal Skills Extensive experience supporting a Windows environment in a Service Desk / Helpdesk support role within a large complex environment. Demonstrated ability to be innovative and ensure value for money solutions are being supported always in the latest generation of Microsoft technologies. Strong technical skills enabling you to align technology direction to strategy and identify opportunities to continuously improve processes and make contributions across Western Water. Ensure technical overview documentation of application structure and interfaces with other applications is maintained meeting all auditable / compliance standards. Set your own priorities, organise and coordinate your own workload aligning to business priorities and respond quickly and effectively to day to day matters. Coordinate and administer environments to meet business needs, managing time and consultants effectively to meet budget, program and quality requirements. Excellent level communication, presentation and written skills. Extensive focus on customer service in responding to requests and providing information and specialist advice on technical applications. Your communication and interpersonal skills will be second to none. Your proactive nature to assist at any time and provide responsive service is essential. Professionally respond and liaise with all levels of Western Water staff, consultants and contractors including critical service providers. Build and maintain good relationships with customers both internal and external to Western Water. Represent the team across the business and provide active support and specialist advice in order to achieve corporate outcomes. Ref: HR-FORM-ENVOFFGRA Page 3 of 5 Uncontrolled when Printed
Qualifications and Experience Core Competencies Other Sound experience providing first and second level support in commercial environments demonstrating strong client relationship management skills Demonstrate excellent communication and technical skills in a Microsoft based environment and with other technologies such as: mobile solutions, telephony solutions, data center solutions, applications and Utility specialist functions. Understanding and exposure to systems that operate in a Utilities environment. These include: GIS, Asset Management, SCADA, CRM, Billing or Maintenance type systems. Demonstrated experience in supporting systems 24 x 7 Degree or other qualification in IT, will be looked upon favourably Appraising Information be able to source appropriate information and organising it for future use. Also includes information analysis and development of solutions in response to problems or situations. Taking Action be able to plan prior to the completion of a task is possible, allowing for accurate evaluation of an existing situation, organising and structuring the different steps to a response and taking the necessary action to complete task or project. Handling the Unexpected be able to deal with situations as they arise, with limited opportunity to plan a response. This requires initiative and the ability to quickly develop practical and effective solutions. Making Recommendations be able to give focused advice to others and developing a relationship of mutual trust with them on the basis of your own credibility and expertise. Co-operating be able to direct contribution of meaningful and important information to a group, the enhancement of overall team atmosphere and interactions, as well as the establishment and use of communication processes that support information flow. Pursuing Commitments be able to maintain integrity in delivery to one's accountabilities, maintaining honest, ethical and open behaviour in all interactions and remaining calm, productive and focused when circumstances are difficult. Ability and willingness to contribute to cultural workshops and attend training other opportunities as they arise. Ref: HR-FORM-ENVOFFGRA Page 4 of 5 Uncontrolled when Printed
Performance Criteria Additional To be agreed consistent with Western Water s Balanced Scorecard and Statement of Obligations under the new regulatory framework and Essential Service Commission obligations. Although the employee has been appointed to perform the duties described in this document, other duties may be required to be undertaken that are within the range of skills, competence and training of the employee. Ensure that your work and that of your fellow workers meets all OH&S, Environmental and Quality requirements. In doing so you will give due attention to minimizing risk to the health and safety of others in the workplace and the general public. Position Title Team Service Desk Officer Information Technology Classification Band 5 Update and evaluation of Position Description Human Resources Manager General Manager Employee Ref: HR-FORM-ENVOFFGRA Page 5 of 5 Uncontrolled when Printed