Recently Advertised Jobs

You are here > Home > The Council & Its People > Employment > Recently Advertised Jobs > Desktop Support

Desktop Support

New Plymouth District Council is a dynamic, forward-looking Council focused on delivering exceptional customer service and outstanding value for money. Investment in the latest ICT systems and technology is a cornerstone of this ambition.

We require a talented Desktop Support person to join our highly committed and motivated team to fill a vacancy created through internal promotion.

The successful applicant will be responsible for supporting Council staff in the use of all desktop hardware and software. You will work closely with our Service Desk and Infrastructure teams, using ITIL best practice processes to deliver an outstanding service. Knowledge and experience of ITIL is desirable but is not essential.

You must hold a relevant tertiary degree, or have significant relevant experience and a high level of understanding and experience of desktop support technology and methodology. You will have a passion for technology and be driven by the desire to deliver an exceptional level of service.

In return, NPDC offers an opportunity to play a key role to the success of a diverse and thriving business, within a values driven culture.

Closing date: 7 March 2012

• Specific Terms and Conditions

Job Description

Position title: Desktop Support
Reports to: Team Leader Service Delivery

Purpose of the role

To deliver agreed levels of support to all users for all desktop hardware and software.

Key relationships

Internal: Team Leader Service Delivery, all users and Information and Communications Technology (ICT) staff.
External: Councillors, citizens and businesses.

Key responsibilities

Desktop support (50 per cent of job, high importance)

Means:
• Support of PC’s, printers, servers and phones meets levels of service as defined in SLA’s.
• Manage effective delivery of new or upgraded applications using proper change management to ensure all user expectations are met.
• Ensure that external suppliers of operational support meet underpinning contracts and are effectively managed.
• Provide second level support to the service desk and backup support to the Infrastructure Team for LAN, WAN and telephone systems.
• Ensure ICT policies are adhered to at all times by users.
• Increase user awareness when necessary of existing ICT policies.
• Ensure existing documentation on processes/procedures is updated as appropriate.
• Encourage self-help procedures to users where the opportunity arises.
• Creation of new documentation where required.
• Participate in disaster recovery testing and implementation of plan.

Expected results:
• Support of hardware/software/applications matches SLA.
• ICT policies, procedures and processes maintained.
• Disaster recovery.Return to top

Desktop management (25 per cent of job, high importance)

Means:
• Identification of problems, escalating where required.
• Assist with the planning, creation and implementation of desktop builds and any future rollouts to the organisation as required.
• Assist with evaluation of new technologies (hardware and software) that may be beneficial.

Expected results:
• Reduction in number of incidents.

Customer service/service delivery (25 per cent of job, high importance)

Means:
• Deliver quality customer service as part of a team dedicated to excellence of service.
• Deliver agreed levels of service for normal and out of hours operational support, ensuring key measurements are recorded.
• Actively promote excellent service delivery skills and attitudes – with a “can-do” approach.
• Address customer complaints following ICT complaints procedure and make any necessary adjustments.
• Undertake specified projects as required and agreed with the Team Leader Service Delivery.
• Ensure that services are delivered to meet the Treaty of Waitangi principles and other relevant Council policies and practices.

Expected results:
• Customers receive services, which exceed their expectations.
• SLA’s are met.
• Measured customer satisfaction increases.
• Customer charter commitments are met.

Expected behaviours

• Commitment and accountability.
• Applying expertise.
• Customer driven.
• Effective communication.
• Teamwork.

Optional (where applicable):
• Leadership.
• Coaching for performance.
• Relationship with elected members.

Cognitive competencies

• Moderate degree of mental agility.
• Ability to work under pressure.
• Ability to undertake and manage multiple objectives/projects.
• Be persuasive and convincing both orally and in writing.

Physical competencies

• Normal visual and aural acuity.
• General fitness at a level to be able to cope with the demands of the job.
• Cardio-vascular fitness for age group.
• Clear diction.Return to top

Qualifications and knowledge

• Tertiary qualification in relevant field.
• ITIL qualification.
• High level of computer literacy.
• High level knowledge of PC’s, printers, associated devices and software.
• Knowledge of network infrastructure, LAN, WAN (data and voice).
• Accreditation or training from Microsoft or other Network suppliers.
• Driver’s licence.

Experience

• In a service delivery role.
• In a position with a range of relevant functions.
• In customer services.
• In building positive relationships with customers and stakeholders.

Major challenges

• Improve levels of service whilst reducing cost of ownership.
• Improve quality and effectiveness of asset management.
• Increase in utilisation of services.
• Maintaining and enhancing customer service satisfaction levels.
• Keep abreast of emerging technologies and up-skill as appropriate.

Key performance indicators

• Manager satisfaction.
• Stakeholder satisfaction.
• Customer satisfaction.
• Service level agreements.
• Efficient utilisation of resources – assets, finance.
• Absence of complaints.
• Minimal absenteeism.

Specific Terms and Conditions

The general conditions of appointment are set out in the New Plymouth District Council Officers Collective Employment Agreement.  The main features and job specific features are set out below:

a) Pay
The pay for the position is $47,442 (85 per cent) to $55,814 (100 per cent) per annum.

b) Hours of Work
The standard ordinary hours shall not exceed 160 every four-week period, up to 10 hours of which shall be worked on each day of the week between 7am to 6pm, Monday to Friday.

c) Dress
The appointee shall maintain a neat and tidy standard of dress during working hours.

d) Health and Safety
The appointee shall be required to wear appropriate safety equipment as and when necessary and cooperate and participate in the Council’s health and safety programme. Safety equipment will be provided by New Plymouth District Council.

Return to top