Service Desk Administrator

IT Department, Auckland
Purpose:
To provide first level support and excellent customer
service to users contacting the IT Service Desk by
phone, email, and in person.

Position Number: 00010549

Approved By: CIO
Date PD last reviewed: August 2008
Licencing Required
COA

Role Dimensions
Number of people directly reporting to the position: n/a
Total number of direct & indirect people supervised: n/a
Title of position this role reports to: Service Desk Manager
Sales Revenue: n/a
Operating budget accountability: n/a
Other direct costs accountability: n/a
Other factors that may affect role dimensions: n/a
Decision Making Authority
Decisions

Management of relevant IT Service Requests

Management of relevant IT Incidents and major issues

Recommendations

Process improvements

Incident and request call management procedures

Major Challenges of role

Responding to requests and faults in a timely manner

Delivering solutions that meet customers expectations

Critical Success Factors

Values:
Listening, Learning on the Fly, Dealing with
Ambiguity, Approachability, Customer Focus,
Interpersonal Savvy, Perseverance, Action
Orientated, Problem Solving, Self Knowledge, Peer
Relationships, Building Effective Teams, Priority
Setting, Decision Quality, Drive for Results
Attributes / Knowledge / Experience
Mandatory:

A minimum of 2 years experience in Microsoft

Office and Microsoft OS Windows 95, 98, NT
and 2000 systems

Excellent verbal and written communication

skills

Excellent customer service focus

Demonstrated technical skills

Key Relationships
Internal:
Customers (users)
IT Team
External:
Vendors
Contractors

Preferred:

Relevant tertiary qualification

Service Desk Administrator

IT Department, Auckland
Key Performance
Indicators

Key Tasks/Activities

% Of
Total Job

Accountable for the

provision of excellent
customer service

100%

Assists with all queries sent to the Service Desk by either

providing a resolution or by logging the call and assigning
it to the appropriate IT resource.
Manages all IT Service Requests by either completing or
assigning to the appropriate area.
Monitors and follows up on referred calls to ensure that
problems or requests are resolved to the customers
satisfaction.
Provides first level user account administration for
systems including Microsoft Active Directory, Microsoft
Exchange and other SKYCITY business applications.
Provides a single point of contact between the Information
Technology Department and other business areas.
Manages all IT hardware and telecommunications
equipment that is sent off-site to vendors for repair or
replacement.
Manages bookings and maintenance for IT loan laptop and
data-show equipment.
Ensures that the disabling and removal of network
accounts occurs accurately and in a timely manner.
Ensures effective communications between shifts by
logging and reporting all issues.
Ensures all Outage, Status Update and Service Restored
Notifications are emailed to staff as notified.
Escalates any major Application Support issues that are
considered critical to the business, to the appropriate IT
Resources.
Performs the Priority 1 (P1) & Priority 2 (P2) Cocoordinator role as required.
Co-ordinates and manages IT changes associated with
office moves.
Participates in projects as assigned by IT Management.
Ensures
quality,
accurate,
timely
and
easily
understandable responses are delivered to end-users.
Minimises business risk by ensuring compliance with
legislation and internal policies and procedures with
particular reference to the Health and Safety in
Employment Act and the Gambling Act 2003.
Protects the integrity and confidentiality of the SKYCITY
business and operations by demonstrating the highest
ethical standards, acting without prejudice at all times.
Maximise customer satisfaction by ensuring monitored
response time, abandoned call rates and closed call rates
are within agreed time frames.
Maximises customer service by developing effective
relationships with employees across department lines and
externally.
Ensures a focus upon quality of service delivery by
developing feedback loops to ensure a continual
improvement programme is established.

Service Desk Administrator

IT Department, Auckland
Organisation Chart

NEXT LEVEL MANAGER / SUPERVISOR

Executive Manager
Group IT Support

YOUR IMMEDIATE
MANAGER/SUPERVISOR

Team Leader
Service Delivery

POSITION TITLE OF OTHER POSITIONS

REPORTING TO YOUR SUPERVISOR

YOUR POSITION
Service Desk
Administrator

POSITION TITLES REPORTING TO YOU

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