Position: Technical Support Analyst

position description

Position: Technical Support Analyst Children’s Worker: No Location: National Office and Regional Business Unit: IT Customer Services Group: Information Technology Reporting to: Manager Support Analysts – National Office and Regional Issue Date: February 2016 Delegated Authority: Nil Staff Responsibility: Nil

Our Role The Ministry of Social Development (MSD) is the lead agency for the social sector. We help the Government to set priorities across the sector, co-ordinate the actions of other social sector agencies and track changes in the social wellbeing of New Zealanders. The Ministry provides policy advice, and delivers social services and assistance to children and young people, working age people, older people, and families, whānau and communities. We work directly with New Zealanders of all ages to improve their social wellbeing. We serve over a million people, working out of more than 250 centres around the country. It is likely that every New Zealander will come into contact with the Ministry at some point in their life. Our work, together with our social sector partners, is essential to achieving a sustainable and prosperous future, where all New Zealanders are able to take responsibility for themselves, be successful in their lives and participate in their communities.

Our Purpose We help New Zealanders to help themselves to be safe, strong and independent. Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake.

Our Principles MSD people: All own what we all do | Take responsibility for what we do | Understand our role in the big picture, who can help us and who we can help | Navigate through ambiguity and the opportunity it brings to create better ways of doing things | Act with integrity, courage and transparency | Celebrate our achievements and those of our clients

Position Description Approved By:

______Deputy Chief Executive, Organisational Solutions Date: ……/……/……

Technical Support Analyst 2 Group: The Ministry uses a variety of channels to provide services to the public, including physical sites, contact centres, and limited services using the Internet. It is envisioned that Internet-based services will expand rapidly in the near future.

MSD staff use a large number of IT applications. Many are business critical systems. The following are the most significant:  SWIFTT (Social Welfare Information for Tomorrow, Today) – the benefits processing and payments system.  TRACE (Tracking, Recovery and Collection Enforcement) – debt creation and management  CYRAS – Principle Principal CYF on line work processing application  SOLO- employment system  UCVII (Unified Customer View) – allows frontline staff to see a unified view of SWIFTT and SOLO together  CURAM  SAL (Student Allowances and Loan System)  CHRIS and KEA –the HRMIS and FMIS systems respectively  Global –the intranet applications for MSD, providing information, and current contact details.

The IT Unit’s contribution is through:  Leadership in the development and delivery of business application solutions  The provision of robust and reliable systems to support the business and external clients  Total focus on serving internal customers.

Business Unit:

The IT Customer Services Team is primarily responsible for delivering excellent customer service to frontline staff. The focus of the IT Customer Services team is to provide excellent IT support services to MSD staff, by:  Providing access to all IT services through a central Help Desk  Delivering technical support services to MSD staff to ensure speedy resolution of faults  Managing and facilitating all Moves, Add’s and Changes for IT equipment.  Developing strong customer relationships with business units through Services Management

The Systems Support team is part of the IT Customer Services group with the Ministry. Its primary role is to provide and coordinate office and desk top IT services, liaise with management teams, office management and others as required. Support Analysts are required to provide assistance to other IT teams and groups to facilitate project work or other work as required.

Technical Support Analyst 3 Purpose of the Position:

The Technical Support Analyst provides liaison with MSD management teams as directed by the Manager Systems Analysts. This position will co-ordinate the promulgation, delivery, monitoring and reporting activities concerned with the supply of IT products, services and technologies to our customers. This will be done in a way that ensures senior management gains visible benefit from the products and services and that staff can utilise these in an effective and efficient manner.

The Technical Support Analyst is portfolio based and individuals may be asked to move between portfolios to meet changing resource requirements and System Support priorities. Working across portfolios supports the Technical Support Analyst’s on-going development by building a broad range of skills and experience.

Working Relationships Internal:  Manager Support Analysts  All the Ministry managers and staff within assigned areas  All ITCS Teams  Other IT Teams within the Ministry  MSD Property staff  Expert Users  Systems Analysts

External:  Service Providers  Building contractors  Third Party Vendors

Technical Support Analyst 4 Key Accountabilities:

Key Result Area Accountabilities  Liaises with users to resolve incidents within agreed service levels  Liaises with users to action work requests within agreed service levels Incident  Ensures all incidents handled are logged and classified into the Call Management Management system  Updates call management system in accordance with the guidelines  Escalates incidences to other IT teams and vendors as appropriate.  Uses knowledge of facilities, capabilities and capacities to achieve tasks and solve problems  Work with other IT teams to help identify, investigate and establish causes of problems and appropriate solutions for those issues.  Advises local management of known problems and errors and implement identified solutions once available.  Recommends appropriate problem prevention strategies  Maintains excellent relationships with other IT teams. Communication  Maintains relationships with business units and management teams and relationship enabling the free flow of information between the IT Customer management Services teams and IT users.  Manage relationships with contractors working onsite for IT and Property Projects.  Maintains local technical and self-help information resources.  Maintains local reporting and feedback networks.  Promotes collaboration and cooperation between IT users and IT Customer Services  Promotes the utilisation of technology to enhance IT user’s capabilities.  Promotes IT services, procedures, standards and policies.  Contributes to team communication activities, initiatives and objectives. Team and  Contributes to a supportive team environment. Individual  Identifies and acts on personal learning and development Performance opportunities.  Keeps up to date with developments in matters relevant to MSD IT environment.  Recognises and acts on health, safety and security issues.  Manage Systems Support business continuity planning (BCP) and IT Service preparedness for localised and area emergencies. Continuity, Risk  Ensure Systems Support BCP supports the BCPs of portfolio of and Outage customers and offices supported. Management  Maintain all BCP IT equipment within the portfolio supported.  Takes decisive action, recognise and act upon the restoration priorities for site outages  Develops solutions to reduce the risk of on-going damage to equipment  Liaises with local and regional management on the occurrence and steps to resolution of site outages  Assists the co-ordination of local recovery efforts to facilitate the quickest possible restoration of IT services.  Identifies and recommends corrective or preventative action to Technical Support Analyst 5 reduce the risk of similar or repeat outages.  Reports identified operational issues and risks to the Manager Systems Support  Identify report and mitigate the risk to the Ministry of physical loss or damage of IT equipment.  Identify report and mitigate the risk to the Ministry of loss of operational capability, or compromise of IT data integrity.  Assists with the resolution of operational issues as required  Assists with the mitigation of operational risks as required  Provides advice regarding IT procedures and policies to management. Planning,  Provides IT solutions, planning advice and assistance to Preparation and IT management for local initiatives Advice  Provides strategies for minimising impacts resulting from IT Changes, IT projects and initiatives.  Research and recommend appropriate specialist hardware, software or services suitable to meet local requirements.  Provide advice on future technologies and potential costs.  Supports the implementation of on-site roll-outs and upgrades for hardware, new and updated applications, office reorganisations, Change And relocations and fit-outs. Project Facilitation  Coordinates with IT personnel and external contractors to ensure all projects, property and other actions are undertaken as scheduled.  Provide advice and information to IT and Property project managers.  Facilitates the local application of national projects. e.g. hardware rollout/upgrades/cascades and property moves.  Ensures that new systems and technology enhancements are fully implemented and maintained  Ensures IT Change procedures are followed.  Supports testing as specified by other IT Teams  Relocates infrastructure platform network equipment as required.  Ensures the security of project equipment and resources.  Prepares redundant equipment for disposal according to prevailing policies and procedures.  Take ownership of projects occurring after hours, with the view to minimising site outages and ensuring that services are restored ready for opening of business on the next working day.  Provide IT project or initiative progress reports.  Manage the IT assets within the assigned portfolio.  Ensure that only authorised hardware and software is installed on Hardware and equipment connected to the MSD network. Software Asset  Manage software licensing in accordance with approved policies and Management procedures.  Provide support for MSD IT related equipment.

Technical Support Analyst 6  Provide training and support to MSD users on current MSD IT Provide IT equipment and operating systems environment. Coaching

Maintain systems security by:  Act on reports of viruses. Systems and Data  Monitor computer room and ICT cabinet security Security  Co-ordinate access to sites by IT contractors after hours.  Report breaches of security  Implement immediate solutions, strategies, and policies to prevent breaches of computer system security.  Promote compliance with Removable Media Policy.  Ensure that data on all hard disk drives and other storage devices is unrecoverable and removable media and devices are destroyed in accordance with policies and procedures.

Technical Support Analyst 7 Technical/Professional Knowledge and Experience Essential  Excellent communications skills with demonstrated customer focus  Demonstrated ability to work under pressure and manage daily workflows.  Good understanding of existing IT systems and how effective user support should operate  Ability to problem solve effectively  Planning and project development and reporting  Ability to determine priorities and manage workflow to meet tight and changing deadlines  Experience in prioritising competing demands  Thorough knowledge of mobile, wireless, desk-top and telephony technologies.

Desirable  Awareness of the functions and environment of Business Units and their responsibilities  Working knowledge of current systems and industry developments  An understanding of Ministry of Social Development organisational structure, policies and procedures

Attributes/Success Factors  Flexible, adaptable and pragmatic  Client Service Orientation – an ability to meet the needs of others and focus on identifying and meeting client needs.  Self-reliance – a belief in one’s own capability and the ability to operate successfully in an environment of relative autonomy.  Initiative – a predisposition for action and doing things proactively, and an ability to anticipate situations, to create opportunities and/or avoid problems.  Analytical Thinking – the ability to understand a situation by breaking it into smaller pieces, to be systematic, to trace cause and effect implications, and to set priorities.  Achievement Orientation – a drive to achieve a standard of excellence, including commitment to continually improve performance, and ability to sustain effort over time in the face of obstacles to reaching a goal.  Continuous Improvement Orientation – the ability to critically examine systems, processes and information in order to identify better ways of doing things, and most critically to incorporate these improvements into day-to-day functions.  Organisational Awareness – an ability to identify and use structures and procedures within the organisation.  Team Work and Co-operation – a commitment to work co-operatively as part of a team, and the ability to be flexible in a changing work environment.  Engaging Others – the ability to build and maintain professional relationships with internal managers staff and networks of external individuals and agencies..  Welcomes and values diversity, and contributes to an inclusive working environment where differences are acknowledged and respected.

Other Requirements

 Willing to travel to fulfil job requirements  Holds current drivers licence and is prepared to drive the Ministry’s vehicles if required.

Technical Support Analyst 8