Desktop Services Technician

Vision

Purpose
Statement

healthAlliance Purpose, Vision and Values

healthAlliance provides shared services to benefit NZ health organisations. We

will deliver increasing value to our customers through:

Lower cost

Standardized system and processes

Reducing variation or rework

Quality and innovation

To be the first choice shared service provider in New Zealand.

Partnership
Developing lasting partnerships through collaboration, working to a common
goal, facilitating joint solutions within our means, recognising and celebrating
success, open communication to share knowledge and information.

Values

Respect for people

We respect others by; developing trust by being open and honest, listening to
and understanding others views, valuing everyones contribution, celebrating
diversity and have fun and enjoy what we do as a team.
Integrity
We show integrity by; leading by example, open, fair, honest and transparent
in everything we do, courage to speak up and challenge when things dont
seem right, act ethically and professionally at all times, can do, will deliver our
promises, obligations and commitments.
Delivering Results
We deliver results by; delivering exceptional results through high performance
teams, enhance the customer experience, continually improve and add value,
being action orientated, responsible and accountable, providing consistent and
reliable services.

Our principles define the expected behavior of all staff and guide us on the behaviors
that are important to us as an organisation. They underpin the way we do things at
healthAlliance, defining how we strive to move towards our vision.

Dated:29/7/08

This position description provides an indicative outline of the purpose and

key responsibilities and tasks of the role.
Title and Reporting Relationships
Position title:
Desktop Services Technician
Reporting to:

Team Leader Desktop Support

Division:

Information Communication Services

Location:

Desktop Services Technicians will be required to provide

services across healthAlliance sites in Auckland and Northern
regions.

Purpose of the Role

To provide second level remote/on site diagnostics, problem solving and service management
services for day to day fault resolution and to ensure that the Information Services meet or
exceeds users expectations and SLA targets.
Delivery of high quality customer services to Information Services Customers, which maintain
and enhance user productivity and encourage user self-sufficiency
To carry out relevant project work and training as required enhancing the effectiveness of
both the individual and the Information Services environment.

Personnel Dimensions
Number of Staff:

Direct:

(Employees reporting to this position directly and indirectly)

Through subordinates:

Total:
0

Key Relationships
People and organisations both inside and outside of the company that this position would be required
to manage relationships with.

Internal Stakeholders
hA IS Management Team
Other hA IS Project, Service Delivery,
Applications and Infrastructure Teams

External Stakeholders
Service Users and Customer User Groups
DHB stakeholder representatives including
Clinical Directors/Advisors of IS, Health
Information Managers, IM Consultants, etc.
DHB embedded Functional Support, IS and
Information Management Staff
Other Health Providers and Agencies such as
Primary Care Providers, HBL and MoH
Suppliers & Contracted Personnel

Other hA IS Teams that require IS support

and assistance

Dated:29/7/08

Position in Organisation (Insert the Division Org Chart)

ICT Services Manager

Manager Desktop
Services Team

Team Leader
Desktop Support

Team Leader
Desktop Support

Desktop Services
Technicians

Technical Support
Engineers
Installs Support
Coordinator
Installs Support Engineers

Key Responsibilities and

Tasks
Problem Management.
Provide first point of contact
and support for information
technology related problems to
ensure ongoing performance of
CMDHB/WDHB operating
environments.

Dated:29/7/08

Manager Infrastructure
Team

Senior SOE Architect

Senior SOE Administrator
SOE Administrators
Testlab Support Engineers
Software Analyst

Team Leader
Servers & Storage

Manager Infrastructure
Strategy Team

Team Leader
Voice & Data Networks

Expected Outcomes

Ensure inbound incidents are promptly answered in a

professional and friendly manner, with immediate
response available to all users.

Perform tasks according to agreed Information

Services standards and procedures.

Accurately process incidents according to established

Policy and procedures.

Use initiative to solve new problems and follow up

with correct procedures.

Manage escalated incidents as per Service Level

Agreements.

Perform administrative tasks that support problem

management.

Identify training needs

Ensuring SLA targets proactively managed

Customer Service.
Deliver high quality customer
service.

To deliver consistently excellent customer service.

Service Requests.

Knowledge management.
Process Improvement

Ensure all IS Service Requests for new logons,

additional access rights etc. are processed within
Service Targets
Ensure documentation of standards and procedures
is correct and current.

Ensure integrity of data entered into the Quetzal

database, whether new call or reusable knowledge.

Actively encourage greater levels of user awareness

and self-sufficiency.

Develop a sound working knowledge of hA core

application environment to support problem
resolution.
Actively participate in lifting the standards in the
Information Services environment.
Achieve a general knowledge of the systems
supported by IS to ensure grey area diagnosis is
performed efficiently.
Carry out relevant project work to enhance
operational environment.
Monitor and maintain servers.
Monitoring and Managing routine backup procedures.
Server performance monitoring.
File Server Maintenance.
Printer Server and Print queue maintenance Routine.
Mailbox maintenance.
SMTP Content Filters.
Server Audits.
Information/Data Maintenance.
Terminal Server monitoring and maintenance
Projects.
Other routine tasks.
Reading and understanding Company Health and
Safety policies and relevant procedures and applying
to own work activities.
Identifying, reporting & self managing hazards where
appropriate.
Assist in identifying Health and Safety
Representatives for their area.

Team effectiveness.
Participate in team dynamics.

Project work
As required
Server Maintenance

Health & Safety

To support healthAlliance health
and safety culture and to
recognize individual
responsibility for Workplace
Health and Safety under the
Health and Safety Employment
in Act 1992

Dated:29/7/08

Continuous Improvement

Performance Development

General

Demonstrates a commitment to continuous

improvement by assisting in identifying, developing
and disseminating new initiatives and ideas which
support the DHBs and healthAlliance. Participates in
the healthAlliance continuous improvement
programme
Actively participates in performance development
process, including regular two-way feedback with
manager, agreement and review of key performance
indicators (objectives)
Other duties as required by the Manager in addition
to or as a result of changing circumstances, that
contributes to achieving the purpose of the role.

Qualification, Experience and Training Requirements

What is the typical background required to competently perform the responsibilities of the job?

Essential is the minimum acceptable level for entry. Preferred indicates the desirable level, but may also expand on
the nature, eg: industry related, level of previous supervisory experience

Essential

Preferred

Tertiary Education in related

discipline.

Minimum of 3 years ICT Customer

Service experience.

Experience with helpdesk/call centre

management tools e.g.
Altiris/HEAT/Infra/Remedy or similar
Windows XP Professional trouble
shooting.
Experience within complex scripted
IT environments.
Proven customer service skills within
large complex ICT environments.

Thorough knowledge of enterprise

Printers and Print Queues.
In-depth PC, laptop, and peripheral
hardware knowledge/ problem
solving techniques
(laptop/PDAs/VPN support
essential)

Dated:29/7/08

Tertiary Qualified in IT environment

MCP/A + MCSE 2000 or currently studying
towards.
Proven experience supporting Windows XP,
Vista, or Windows 7 in a large corporate
environment.
An understanding of key business drivers.

Advanced, proven fault finding skills in

Windows XP, Vista, & Windows 7.
ICT experience within large corporate
Health environments.
Understanding of ITIL methodologies as
they are applied to a large IT infrastructure
environment.
Experience in desktop and mobile
telephony systems and their support.
Extensive demonstrable ICT knowledge
within large Health environments. The
proven ability to fault find and interface
this equipment with medical technology in
the Health sector.

OPTIONAL: POSITION SPECIFIC POSITION RELATED COMPETENCIES

Indicates the specialist skills and behaviour required for the role

Exceptional customer service focus and excellent people skills

Excellent keyboard and PC skills
Self-motivated, action oriented person with initiative
Strong diagnostic and problem solving skills
Excellent oral and written communication skills
Ability to work under pressure, multi-task, while maintaining a friendly and helpful
demeanour
Ability to balance current load with outstanding work
Team player with a positive attitude
Ability to accommodate and grow with change
Proven technical and analytical aptitude
Sound attendance record
Excellent work ethic
Demonstrates a strong can do attitude
Ability to take feedback both positive and negative and gains insights from personal
shortcomings

Note: The position needs to reviewed by both parties annually.

Signed as current and agreed:

______________
Manager

Dated:29/7/08

______________
Employee