JOB DESCRIPTION

Job Title
Desktop Support Analyst

Division
Chief Executive Office
Reports To (Attach Structure)
Manager IT

Department
Corporate Services

Direct Reports
Nil
Unit
IT
Indirect Reports
Nil

Team
IT
Location
Auckland Central

Key Purpose of Role

The Desktop Support Analyst is expected to:
Provide second level support to the Datacom Helpdesk.
Provide input to and management of projects as required.
Understand the business needs to provide suitable support.
Provide proactive technical support for key IT applications and business software.
Analyse and solve problems with IT applications/software and hardware used by RFA
Provide technical advice on the implementation of improvements to existing IT applications and
hardware.
Develop and document procedures in the IT area.
Collaborate with and provide hands-on assistance to the Systems Support Analyst, and
Application Support Analysts as and when required

Core business applications include:
Event Business Management System (EBMS)
CRM ticketing (Tessitura Arts Enterprise software)
Point of sale and stock management (Revelation / HIS)
Point of sale (Advance Retail)
Rostering (TimeTarget)
Facilities management (SPM)

Core infrastructure systems applications include:
VMware ESXi 5.1
Microsoft Windows desktop and server OS environment (XP/7/Server 2003/2008)
Microsoft Exchange 2007
CyTrack Call Centre software

Hardware systems include:
IBM servers, IBM SAN & HP servers, desktops and laptops
IBM Point of Sale
Panasonic PABX
Cisco switches


Aerohive Wireless infrastructure
Mobile devices

Key Responsibilities

Expected Outcomes

Process Ownership and development

Provide Desktop Support Services for the
Regional Facilities Auckland Ltd technology
platform to enable continued performance,
reliability, availability and productivity of core
business applications and hardware systems.
Assume ownership of support issues to
ensure users are provided reliable feedback
and timely resolution.
Troubleshoot technical issues including
desktop support issues, application support,
user security administration, and application
security administration.
Identify technical operational problems and
solutions of existing systems.
Identify the technical requirements and
objectives of any future systems.
Provide top-level technical problem and issue
resolution in conjunction with any nominated
third party software suppliers.
Ensure that technical views are consistent
and compatible with the business views.
Provide overall understanding and technical
administration of underlying technologies for
business applications.
Implement the infrastructure components for
new versions of applications as well as
periodic patches / fixes.
Where appropriate manage the
implementation and upgrades of Regional
Facilities Auckland Ltd technology platform to
ensure availability of up-to-date technology
while providing minimal disruption to users.
Provide strategic advice and guidance on the
appropriate networking and technology
landscape, and Microsoft systems
environment for Regional Facilities Auckland
Ltd.
Deliver optimal support for Regional Facilities
Auckland Ltd technology systems in
accordance with service level agreements.
Collect and report on information to measure
service level agreements.
Report on progress, performance and
upcoming initiatives on a regular basis to the
IT Manager.



Business requirements are analysed and
recommendations made

Strategic and accurate advice is given
regarding technology landscape

Service level agreements are adhered to

IT Manager is informed on progress,
performance and upcoming initiatives

Users are provided with reliable feedback
and resolution is made


Communication

Ensure appropriate and relevant
communications (verbal and written) are
channelled to all appropriate parties
Ensure appropriate and relevant
communications are channelled to all affected
parties
Confidentially manage sensitive and important
issues ensuring escalation to relevant people
as necessary
Receive, prioritise, tack and progress
communications, to ensure timely responses
are generated
Liaise with internal and external customers by
telephone, face to face, and email.



Issues are effectively managed or escalated
Effective communication with improved
results
Overall productivity of team / customers is
increased with open communication
channels
Positive working relationships are maintained
and developed
Appropriate and relevant communications
are channelled to all affected parties
Continuous Improvement

In collaboration with the relevant manager /
team leader develop, implement, and
continuously improve office management
systems aligned to the needs of the team or
unit
Identify and communicate opportunities to
improve processes that align to best practice
Encourage and promote best practice by
sharing ideas, contributing to project teams,
making recommendations and networking
with all levels of staff
Contribute to the development of policies and
procedures relating to effective practices



Processes are efficient and align with best
practice
Improvements identified and implementation
evident
Customer service and relationship
Management

Professionally respond to and resolve
customer queries (internal and external) within
agreed parameters
Proactively develop and maintain effective
relationships / networks.
Ensure appropriate and relevant
communications are channelled to all affected
parties




Customer queries resolved at first point of
contact and service rates met
Trusted and respected member of team
Productive relationships are developed and
maintained and objectives met
Organisational obligations

Action the organisations good employer
obligations and equal employment bicultural
policies and practices
As an employee of the organisation, you are
required to be associated, as required, with
Civic Defence Emergency Management or
any exercise that might be organised in
relation to this organisation function
Promote a safe and healthy workplace by

Regional Facilities Auckland meets its
obligations as an employer
Regional Facilities Aucklands reputation is
enhanced within the community
Health and safety requirements upheld



undertaking responsibilities as outlined in the
organisations health and safety policy and
procedures
Promote activities and initiatives that assist
the organisation achieve its vision and
mission
Promote one-organisation initiatives and
action these service characteristics
As an employee of the organisation you are
required to familiarise yourself with and
comply with all organisation policies,
including but not limited to, the organisations
Code of Conduct

Qualifications

A tertiary qualification in Computer Science or similar
Experience

Broad knowledge of IT applications and desktop technical support
Broad knowledge of mainstream Microsoft products (operating systems and applications)
At least 2-3 years of first and second level desktop support experience, incorporating basic
network troubleshooting
Experience with user administration and security through Active Directory
Experience of application installs through Group Policy deployment, script installation, and local
PC install as appropriate
Experience of administering server backups
Experience of administering and updating antivirus software as required

Skills/Competencies

Excellent written and oral communication skills.
Excellent interpersonal skills.
Ability to present ideas in business-friendly and user-friendly language.
Highly self motivated and directed.
Keen attention to detail.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Very strong customer service orientation.
Experience working in a team-oriented, collaborative environment, including working on a rostered
on-call basis
Willingness to travel between RFA venues

Key Relationships

Internal
Manager IT
IT department staff
Regional Facilities Auckland staff

External
Vendors
Stakeholders



Delegated Authorities

Budgeted: Opex
Capex

Unbudgeted: Opex
Capex

Disclaimer

The above statements are intended to describe the general nature and level of work being performed
by incumbents in the assigned job. They are not construed as an exhaustive list of all responsibilities,
duties, or skills required of the incumbent. From time to time, personnel may be required to perform
duties outside of their normal responsibilities as needed.