MAC OSX experience in an MS Active Directory environment

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  • 1. Position Description Position title: IT Change Process Lead Division/Office: OITS/Customer Services Analyst Establishment 1411H08 Classification 6/7 no: Level: Position IT Change Manager Team Positions 0 responsible to: Leader supervised Primary Objective The Lead Analyst is responsible for the coordination of the day to day processing of IT Service Centre Calls at the Service Desk and on location with customers, as directed by the IT Change Process Team Leader. Incident and Change Process Lead Analysts will share most day to day tasks and coordination of all information technology (IT) related calls. Key Result Areas Responsibilities and Deliverables Administration • Coordinate the day to day operations of the Change Management area • Respond to all incoming Service Centre calls promptly and efficiently • Log all reported Incident focusing on target KPIs and service levels • Perform first level call resolution • Ensure accurate logging and categorisation of all change requests • Successfully escalate calls to the correct support group or vendor • Monitor the status and progress toward resolution of all open incidents, meeting response and resolution communication target • Provide clear, concise and easy to follow instructions and documentation to team members while adhering to IT documentation standards. • Plan and configure training for new team members and existing team members, when required. • Maintain a record of all training undertaken within the team. • Participate in team meetings to focus team on key activities of improvement, achieving weekly performance targets (and training considerations) • Keep a record of documentation reviews and team members feedback on existing documentation. • Ensure that any new process/procedures are documented and distributed to employees prior to transition of that process/procedure • Maintain availability for IT Service calls for the majority of work time • Liaise with IT staff • Focus on improvement initiatives within the team • Plan and configure training for new team members & existing
  • 2. Position title: IT Change Process Lead Division/Office: OITS/Customer Services Analyst Establishment 1411H08 Classification 6/7 no: Level: team members when required. • Maintain a record of all training undertaken within the team • Keep a record of documentation reviews and team members feedback on existing documentation • Maintain average phone availability of greater than 50% calculated on usual working hours. • Provide a thorough understanding of customer service techniques and help desk processes • Other duties as directed Occupational An employee shall take reasonable care Safety & Health • To ensure his/her own safety and health at work; and • To avoid adversely affecting the safety or health of any other person through an act or omission at work. A supervisor will ensure that al subordinates are aware of their obligations under the Occupational Safety and Health Act (WA). A supervisor will ensure that all of their subordinates are appropriately informed and trained in matters relevant to the performance of the tasks of their position. Teamwork • Supervise the IT Change Analysts • Lead by good example • Ability to work in a team • Develop positive team ethos within the immediate workgroup through positive participation and communication • Develop and maintain strong effective working relationships with key management personnel and internal client base • Establish and maintain professional networking contacts to progress the University’s interests • Must have good understanding of team dynamics • Ability to work in and with a team Professional Undertake identified personal development for knowledge and skill Development enhancement Performance Participate in the University’s performance management program through Management annual performance reviews. Client Service • Murdoch University Technology Users • Provide technical support or assistance • Call assignment, escalation and information sharing Leadership Able to interact well with all levels of management and team members. Provide direct ownership of Incident resolution Provide effective leadership to the area Demonstrate tact and sensitivity in customer communication Technical Skills • Good understanding of operating systems including Windows XP • Active Directory knowledge • Knowledge of using a computer to a high level • Provide effective analytical and technical troubleshooting skills Decision Making • Determine the call priority based upon definitions in SLA and in 2
  • 3. Position title: IT Change Process Lead Division/Office: OITS/Customer Services Analyst Establishment 1411H08 Classification 6/7 no: Level: agreement with user • Assign and escalate calls based on issue type • Time management of day and workload • Escalate to Team Leader or Manager any major issues discovered • Create documentation Recommendations • Input into own and team member’s training requirements expected • Suggest improvements in area or processes • Be efficient in improvements in team productivity Systems & Process Provide feedback and recommendations relating to the execution and maintenance of the Processes Selection criteria & competencies: Essential 1. ITIL Foundations Certificate (ITILF) 2. Extensive experience working in a similar role / environment 3. A tertiary qualification in a relevant field and/or equivalent experience. 4. Demonstrated understanding of customer service techniques and IT Service Desk processes 5. Experience with ITIL based Change and Incident Management Processes. 6. Proven capacity to perform responsibilities in a proactive manner and as directed within determined time frames and with a high degree of accuracy. 7. Demonstrated experience dealing with customers in a reactive, technical environment 8. Confident and articulate manner with demonstrated tact and sensitivity in customer communication and managing user expectation 9. Demonstrated capacity to manage own workload and to improve processes 10. Effective documentation skills Desirable • ITIL Change and Release Practitioner • MAC OSX experience in an MS Active Directory environment • Industry qualifications such as MCP, CCNA • Experience working in an IT support environment across the telephone and using remote technologies. This position description has been reviewed and is confirmed as correct: Human Resources: …………………………………………………… Date: …….... / …….... / …….... Head of Division/School: …………………………………………….. Date: ……… / ………. / ……… Supervisor: ………………………………………………………..… Date: …….... / …….... / …….... Staff member:………………………………………………………..…Date: …….... / …….... / …….... 3
  • 4. Position title: IT Change Process Lead Division/Office: OITS/Customer Services Analyst Establishment 1411H08 Classification 6/7 no: Level: (copy to be retained by occupant of position) 4
  • 5. Position Description Position title: Problem Management Division/Office: OITS/Customer Service Analyst Establishment 1055K07 Classification 4/5 no: Level: Position Problem Management Positions 0 responsible to: Team Leader supervised Primary Objective To contribute to the IT Services Team in the execution of the Problem Management process. This role is responsible for the day to day processing of Problems; this includes logging Change requests and execution of approved and pre-approved Changes, at the Service Desk and on location with customers, as directed by the Problem Management Team Leader. Key Result Areas Responsibilities and Deliverables Administration • Accurately log and categorise all Problems • Monitor the status and progress toward resolution of all Problems and known errors • Participate in team meetings • Ensure that all and any new process/procedures are documented • Liaise with Problem Management Lead Analyst • Other duties as directed Occupational An employee shall take reasonable care Safety & Health • To ensure his/her own safety and health at work; and • To avoid adversely affecting the safety or health of any other person through an act or omission at work. A supervisor will ensure that al subordinates are aware of their obligations under the Occupational Safety and Health Act (WA). A supervisor will ensure that all of their subordinates are appropriately informed and trained in matters relevant to the performance of the tasks of their position. Teamwork • Participate in the development and maintenance of a positive team ethos within the immediate workgroup through positive participation and communication. • Develop and maintain strong effective working relationships with key management personnel and internal client base. • Lead by good example. • Ability to work in and with a team. • Call assignment, escalation and information sharing. Professional Undertake identified personal development for knowledge and skill Development enhancement Performance Participate in the University’s performance management program through Management annual performance reviews Client Service • Murdoch University Technology Users • Provide technical support or assistance • Call assignment, escalation and information sharing Leadership • Lead by good example
  • 6. 2 Position title: Problem Management Division/Office: OITS/Customer Service Analyst Establishment 1055K07 Classification 4/5 no: Level: Technical Skills • Windows XP, Active Directory knowledge • Knowledge of using a computer to a fairly high level • Effective analytical and technical troubleshooting skills Decisions expected • Call assignment and escalation based on problem type and complexity • Escalate to Team Leader or Manager any major issues discovered • Time management of day and workload Recommendations • Input into own training requirements expected • Suggest improvements in area or processes Compliance Policy Development Systems & Process Feedback and recommendations relating to the execution and maintenance of the Problem Management Process Selection criteria & competencies: Essential 11. ITIL Foundations Certificate (ITILF) or willingness to gain 12. At least 12 months experience working in a similar role / environment 13. Demonstrated understanding of the ITIL based Problem Management process 14. Extensive capacity to perform responsibilities in a proactive manner and as directed within determined time frames and with a high degree of accuracy. 15. Demonstrated experience dealing with customers in a reactive, technical environment 16. Well spoken, confident and articulate, demonstrated tact and sensitivity in customer communication in managing user expectation 17. Demonstrated capacity to manage workflow and manage improvement 18. Effective documentation skills Desirable • ITIL Problem Management Practitioner • MAC OSX experience in an MS Active Directory environment • Tertiary qualification in IT field • Industry qualifications such as MCP, MCSE, CCNA • Experience working in an IT support environment across the telephone and using remote technologies. This position description has been reviewed and is confirmed as correct: Human Resources: …………………………………………………… Date: …….... / …….... / …….... Head of Division/School: ………………………………………….. Date: ……… / ………. / ……… Supervisor:…………………………………………………………..… Date: …….... / …….... / …….... Staff member:……………………………………………………..… Date: …….... / …….... / …….... (copy to be retained by occupant of position) 2
  • 7. Position Description Position title: Incident Management Division/Office: OITS/Customer Service Analyst Establishment 1037G12 Classification 4/5 no: Level: Position Incident Management Positions 0 responsible to: Team Leader supervised Primary Objective To contribute to the IT Services Team and deliver exceptional customer satisfaction across Service Desk clients Responsible for the capture, logging and end to end ownership of all Information technology (IT) related Incidents. Incident and Change Management analysts will share most day to day tasks, i.e. and will answer incoming calls and action / escalate these calls, regardless whether these are Incidents or Change Requests at any time during the business day. The Analyst coordinates incident resolution through to successful completion. Key Result Areas Responsibilities and Deliverables Administration • Respond to all incoming Service Centre calls promptly and efficiently • Perform first level call resolution • Monitor Service Centre emails and action as required • Successfully escalate calls to the correct support group or vendor • Monitor the status and progress toward resolution of all open incidents, meeting response and resolution communication target • Participate in team meetings to focus team on key activities of improvement, achieving weekly performance targets o Average Handling time of: o 2-3 mins for passwords o 5-7 min for simple incidents o 8-12 min for complex incidents • Liaise with Incident Manager and the Incident Lead Analyst • Focus on improvement initiatives within the team • Other duties as directed Occupational An employee shall take reasonable care Safety & Health • To ensure his/her own safety and health at work; and • To avoid adversely affecting the safety or health of any other person through an act or omission at work. A supervisor will ensure that al subordinates are aware of their obligations under the Occupational Safety and Health Act (WA). A supervisor will ensure that all of their subordinates are appropriately
  • 8. 2 Position title: Incident Management Division/Office: OITS/Customer Service Analyst Establishment 1037G12 Classification 4/5 no: Level: informed and trained in matters relevant to the performance of the tasks of their position. Teamwork • Develop positive team ethos within the immediate workgroup through positive participation and communication • Develop and maintain strong effective working relationships with key management personnel and internal client base • Ability to work in and with a team • Call assignment, escalation and information sharing Professional • Undertake identified personal development for knowledge and skill Development enhancement • Maintain the professional competence, knowledge and skills necessary to effectively complete responsibilities; enhance job knowledge and abilities by taking personal responsibility for professional development and training. Performance • Participate in the University’s performance management program Management through annual performance reviews Logging of all reported Incident as per service levels and the following KPIs : • 80% of calls answered within 20 seconds • Log 90% of all calls received into Helpdesk system • Achieve first call resolution greater than 70% • Log all emails received from end users within 2 hours. • Achieve average greater than 90% customer satisfaction as measured by the individual Customer Satisfaction Surveys. • Complete the required number of Customer Surveys on a monthly basis. • Maintain average phone availability of greater than 50% calculated on usual working hours • Attends team meetings and actively contributes with thoughts and ideas Client Service • Murdoch University Technology Users o Provide technical support or assistance o Call assignment, escalation and information sharing Leadership • Lead by good example Technical Skills • Windows XP, Active Directory knowledge • Knowledge of using a computer to a fairly high level • Effective analytical and technical troubleshooting skills Decisions • Determining the call priority based upon definitions in SLA and in expected agreement with user • Call assignment and escalation based on issue type • Time management of day and workload • Escalating to Team Leader or Manager any major issues discovered Recommendations • Input into own training requirements expected • Suggested improvements in area or processes Systems & Feedback and recommendations relating to the execution and maintenance of Process the Incident Management Process 2
  • 9. 3 Position title: Incident Management Division/Office: OITS/Customer Service Analyst Establishment 1037G12 Classification 4/5 no: Level: Selection criteria & competencies: Essential • ITIL Foundations Certificate (ITILF) or willingness to gain • At least 12 months experience working in a similar role / environment • Demonstrated understanding of customer service techniques and Service Desk processes and thorough understanding of the ITIL based Incident and Change Management processes • Extensive capacity to perform responsibilities in a proactive manner and as directed within determined time frames and with a high degree of accuracy. • Demonstrated experience dealing with customers in a reactive, technical environment • Well spoken, confident and articulate, demonstrated tact and sensitivity in customer communication in managing user expectation • Demonstrated capacity to manage workflow and manage improvement • Effective documentation skills Desirable • ITIL Incident Management / Service Desk Practitioner • MAC OSX experience in an MS Active Directory environment • Tertiary qualification in IT field • Industry qualifications such as MCP, CCNA • Experience working in an IT support environment across the telephone and using remote technologies. This position description has been reviewed and is confirmed as correct: Human Resources: ………………………………………………… Date: …….... / …….... / …….... Head of Division/School: ………………………………………….. Date: ……… / ………. / ……… Supervisor: ……………………………………………………..… Date: …….... / …….... / …….... Staff member:………………………………………………………..…Date: …….... / …….... / …….... (copy to be retained by occupant of position) 3