Licensing & Agreements Administrator

Massey university - Wanganui
new offer (05/08/2020)

job description

Job description:
ICT Support AnalystPosition Purpose Information Technology Services is the University national shared service
Charged with providing core Information and Communications Technology
(ICT) services supporting research, teaching, and administration
Functions across multiple campuses.
These core services include;
Desktop Support Services, Research and
Teaching Support Services, Administration and Information Services,
Communication and Infrastructure Services.
ICT Support Analysts are the critical, first line support link for the
Customer of these services.
Department:
Information Technology Services, Strategy, Finance, IT and Commercial
Operations
Location:
Albany, AucklandReports to:
Support Services Manager (line)
Delegations:
N/A
Job Title:
ICT Support AnalystKey relationships:
Internal
Support Services Manager (line)
Facilitating access to ICT services and expertise (Service)
Providing support and assistance to members of the L1 Service Desk and
Other ITS support staff (Peer)
The customer client base (Service)Context:
We are a world-leading university in many academic disciplines and fields
Of research. Our point of difference is research that is connected to
Massey University community and industry. Our researchers are developing expertise and
Skills to advance human knowledge and understanding. Working together
Across disciplines and locations, we solve national and global problems
Through fundamental, applied and interdisciplinary research, while
Culturally and artistically enriching our world.
We are deeply committed to being a Tiriti-led university, demonstrating
Authentic leadership in contemporary Aotearoa New Zealand as we
Uphold Te Tiriti o Waitangi, the founding document of our nation, and its
Principles through our practice. We embrace this not just as an obligation
But as a real opportunity for the nation and its people.Our educators are preparing a new generation of global leaders. Our
Students are diverse and are attracted to Massey because they want to
Achieve their personal goals or make their mark in the world. They
Experience world-class learning that recognises their intellectual and
Cultural strengths, expands their horizons and prepares them to
Contribute to a rapidly transforming world with skills, critical and creative
Thinking and leadership.We will be renowned for our passion and caring attitude. All Massey
Campuses will be innovation ecosystems, acting as magnets for smart
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Enterprises. Wherever we are, we will operate in partnerships founded on
Respect, trust and mutual benefit. Massey is not only defined by what we
Do, but by how we do it.
Brief description of the school or department or business area
About this department
Massey core capabilitiesAt Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, We:
Demonstrate awareness Of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand
Society
Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and
The people we serve.
Embracing Te Reo in relevant and practical ways in our work place interactions and
Engagement with external stakeholders, giving expression to Tikanga Mäori and protocols
That demonstrates that we respect and value Maori conventions in appropriate settings.
At Massey we work together with mutual respect and caring. We:
Act with integrity and trustworthiness and give credit to others for the work they do.
Work cooperatively and inter-dependently to foster and promote the One University approach
Share knowledge and communicate professionally with courtesy and mutual respect.
Are ethical in all transactions, working within the parameters of our policies and procedures.
Are direct, truthful and maintain confidentiality.
Seek to understand and appreciate our differences.
Are ethical in all transactions, working within the parameters of our policies and procedures.
Are direct, truthful and maintain confidentiality.
Seek to understand and appreciate our differences
Keep ourselves and others safe;
work together to embrace with the University\ 's health, safety
And wellbeing policies, procedures and programmes;
display commitment by actively
Supporting all safety and wellbeing initiatives:
and by actively engaging in health and safety
Improvement opportunities.
At Massey we are future-focused, results- oriented and strive for excellence. We:
Take ownership and responsibility for delivering results to support achievement of
University objectives.
Provide the best quality services to our customers (internal and external) ensuring our
Students/ stakeholders are at the heart of everything we do.
Deliver or support world-class research, teaching and learning and citizenship.
Take personal responsibility for our performance, take pride in doing our job well, and commit
To ongoing personal and professional development
Are motivated and create a positive working environment where our values are reinforced.
Anticipate and respond with agility and resilience to the changing needs of the University and
The communities we serve.
Seek ways to improve our services to deliver in an efficient and effective way.
Embrace technology and apply this innovatively to better meet the needs of those we serve.
Challenge ourselves to reach our potential and help bring out the best in others.
Understand how what we do contributes to the objectives of the University.
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Accountabilities
Work scheduled rosters between 8.00am and 5.00pm to cover
University business operating hours.
To troubleshoot IT problems at the desktop, and to provide timely,
Professional and effective support using a combination of telephony,
Remote control, email, and support visits as appropriate.
To provide IT support into community facilities such as computer
Laboratories, lecture theatres, teaching and conferencing spaces.
To promote self-sufficiency among staff and students by providing
Advice, training, documentation and effective communication
Regarding the safe and correct use of University ICT.
To build strong customer relationships based on quality delivery,
Personal integrity and transparent process.
To consistently provide University ICT support services by adopting
Standards, maintaining alignment with ITS strategic and architectural
Plans, supporting policy, promoting the use of shared infrastructure
And services, identifying best practice, and maintaining effective
Relationships with other customer support staff.
To be an active and contributing member of the IT support team,
Assisting and guiding other staff involved in delivering customer
Support services in the region and meeting performance
Expectations as outlined in the Work Plan.
To assist customers to define, record, resolve and close information
Technology incidents and problems by responding in line with the
University?s Service Delivery Framework practice.
Provide technical support for assigned projects as required. This
May include project management, feasibility studies,
Implementation/release planning or the construction of budgets for
Development proposals.
Develop and maintain expertise in a defined range of current and
New information technologies, including Office productivity software,
Messaging services, audio-visual and videoconferencing
Environments, web content management, collaboration tools and
Online learning.
Perform other duties as required.Qualifications and Experience
Qualifications:
Degree with major IT component. A certificate in ITIL fundamentals
Would be an advantage.
Experience:
? Previous experience in a customer support role
At least 3 years? experience in delivering ICT support
Experience supporting computers used in a business environment
Experience in incident and problem management3
Capabilities:
Skills, Knowledge, ? Competence in a variety of computer operating environments.
Abilities ? Experience supporting Apple Mac operating systems
Competence in the use of a range of standard and relevant software
Essential packages.
Ability to learn new information and to share this confidently and
Effectively in writing and speech with variably skilled customers.
Ability to understand and translate customer issues into positive
Outcomes and effective solutions.
Excellent communication and interpersonal skills with the ability to
Demonstrate diplomacy and tact in relation with co-workers and
Clients and to interact in a professional and courteous manner with
Diverse campus and community groups and individuals.
Experience in developing end-user documentation or other self-help
Materials.
Excellent verbal and written communication skills.
Personal abilities ? Ability to relate effectively with people at all levels.
Ability to maintain a clear set of task priorities while working under
Situations of pressure Essential
? Capability and commitment to work in a team that delivers high
Quality, client centered service through adherence to the University
Service Delivery Framework.
Desire to continue to learn, develop and share IT skills.
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Licensing & Agreements Administrator

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