Senior End User Support Analyst

Senior End User Support Analyst

Position Purpose: The End User Support practice ensures the users of IT services receive the

support needed to access and utilise IT services. They are the “front door”

to IT for users wishing to raise requests, or report faults and issues relating

to IT services and ensure all support users receive timely and effective

support, either remotely or in-person.

The Senior End User Support Analyst provides first line support to end
users, capturing the details of service requests and incidents and using
their own know-how and the knowledge resources available to promptly
resolve the request or incident, or capturing the details needed to
escalate the issue to others.

The Senior End User Support Analyst will also provide second line
support, dealing with more complex or time-consuming issues that have
escalated from the first line of support which may include (for example)
complex deployment issues, application configuration, short user
education sessions, or other issues that require detailed collaboration
with other practice areas.

The Senior End User Support Analyst will be expected to develop and
maintain a breadth of knowledge across all technologies and services
provided by the department, and to develop the know-how and skills to
address increasingly complex issues.

Senior End User Support Analysts may be assigned to projects and
initiative by the Team Lead or Practice Lead to develop new skills and to
share know-how developed within the team. The Senior Analyst will
develop one or more areas of expertise based on their own aptitudes and
the needs of the team and will support the Team Leads and Practice Lead
in identifying opportunities to enhance the support team capabilities, and
the range of issues that can be address within the support teams by
appropriate delegation and automation from other practices. Where
appropriate they will assist with design, delivery and improvement of new
applications and integrations

The position maintains keen focus on delivering a positive end user
experience and the prompt resolution of incidents and service requests.

Department: Information Technology Services

Location: Auckland, Palmerston North, Wellington

Reports to: Team Lead, End User Support

Responsible for: None

Delegations: None

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Job Title: Senior Analyst

Key relationships: Internal External
CIO IT Service Providers/Vendors
ITS Leadership Team Advisory and Service Partners
Heads of Schools/Institutes in IT leaders at other Universities
Colleges and Departments Corporate Partners (including local
TNE Office and central government)
Finance Institutional Partners
Governance and Risk Key Stakeholders as required.

Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
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 Te 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
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.

About this area Key to the success of the institution, ITS is responsible for the provision,
maintenance and support of information and communication technology
at Massey University.

Massey core capabilities

At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

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• 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 workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori 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.

Accountabilities

Incident Management • Ensures that incidents are handled according to agreed procedures.
(USUP) Level 4 • Prioritises and diagnoses incidents.

• Investigates causes of incidents and seeks resolution.

• Escalates unresolved incidents.

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Coordinating • Facilitates recovery, following resolution of incidents.
responses to incident • Documents and closes resolved incidents.
reports, minimising • Contributes to testing and improving incident management procedures.
negative impacts and
restoring service as
quickly as possible.

Application Support • Follows agreed procedures to identify and resolve issues with
(ASUP) Level 3 applications.

Delivering • Uses application management software and tools to collect agreed

management, performance statistics.

technical and • Carries out agreed applications maintenance tasks.

administrative services
to support and
maintain live
applications.

Customer Service • Acts as the routine contact point, receiving and handling requests for
Support (CSMG) Level support.
3 • Responds to a broad range of service requests for support by providing

Managing and information to fulfil requests or enable resolution.

operating customer • Provides first line investigation and diagnosis and promptly allocates

service or service desk unresolved issues as appropriate.

functions. • Assists with the development of standards, and applies these to track,
monitor, report, resolve or escalate issues

• Contributes to creation of support documentation.

Problem Management • Investigates problems in systems, processes and services.
(PBMG) Level 3 • Assists with the implementation of agreed remedies and

Managing the life cycle preventative measures.

of all problems that
have occurred or could
occur in delivering a
service.

Methods and Tools • Provides support on the use of existing methods and tools.
(METL) Level 3 • Configures methods and tools within a known context.

Ensuring methods and • Creates and updates the documentation of methods and tools.

tools are adopted and
used effectively
throughout the
organisation.

Network Support • Contributes to the operational configuration of network components.
(NTAS) Level 2 • Assists in the investigation and resolution of network problems.

Providing maintenance • Assists with specified maintenance procedures.

and support services

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for communications
networks.

Security Operations • Receives and responds to routine requests for security support.
(SCAD) Level 2 • Maintains records and advises relevant persons of actions taken.

Delivering • Assists in the investigation and resolution of issues relating to access

management, controls and security systems.

technical and • Documents incident and event information and produces incident,

administrative services exception, and management reports.

to implement security
controls and security
management
strategies.

Qualifications and Experience

Qualifications: • A tertiary qualification in IT.

• Industry recognised certification in IT Service Management at a

foundation or higher level.

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Experience: • Minimum 3 years experience in an IT or IT-related position with
experience in providing customer service and support.

• Familiarity with Incident Management tools and practices,

Application Support, and Hardware and Software installation.

Capabilities - Behaviour

Autonomy Level 4 • Works under general direction within a clear framework of

Essential accountability.

• Exercises substantial personal responsibility and autonomy.

• Uses substantial discretion in identifying and responding to complex

issues and assignments as they relate to the deliverable/scope of
work.

• Escalates when issues fall outside their framework of accountability.

• Plans, schedules and monitors work to meet given objectives and

processes to time and quality targets.

Influence Level 3 • Interacts with and influences colleagues.

Essential • May oversee others or make decisions which impact routine work
assigned to individuals or stages of projects.

• Has working level contact with customers, suppliers and partners.

• Understands and collaborates on the analysis of user/customer needs

and represents this in their work.

• Contributes fully to the work of teams by appreciating how own role

relates to other roles.

Complexity Level 4 • Work includes a broad range of complex technical or professional

Essential activities, in a variety of contexts.

• Investigates, defines and resolves complex issues.

• Applies, facilitates and develops creative thinking concepts or

finds innovative ways to approach a deliverable.

Business Skills Level 4 • Communicates fluently, orally and in writing, and can present complex

Essential information to both technical and non-technical audiences when
engaging with colleagues, users/customers, suppliers and partners.

• Selects appropriately from, and assesses the impact of change to

applicable standards, methods, tools, applications and processes
relevant to own specialism.

• Demonstrates an awareness of risk and takes an analytical approach

to work.

• Maximises the capabilities of applications for their role and evaluates

and supports the use of new technologies and digital tools.

• Contributes specialist expertise to requirements definition in support

of proposals.

• Shares knowledge and experience in own specialism to help others.

• Learning and professional development — maintains an awareness of

developing practices and their application and takes responsibility for
driving own development. Takes the initiative in identifying and

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negotiating their own and supporting team members' appropriate
development opportunities. Contributes to the development of
others.

• Security, privacy and ethics — fully understands the importance and

application to own work and the operation of the organisation.
Engages or works with specialists as necessary.

Knowledge Level 3 • Has sound generic, domain and specialist knowledge necessary to

Essential perform effectively in the organisation typically gained from
recognised bodies of knowledge and organisational information.

• Has an appreciation of the wider business context.

• Demonstrates effective application and the ability to impart

knowledge found in industry bodies of knowledge.

• Absorbs new information and applies it effectively.

Capabilities - Technical

Knowledge • Maintains knowledge management systems and content to meet
Management (KNOW) business needs.
Level 3 • Supports others to enable them to complete knowledge management

Essential activities and form knowledge management habits.

• Supports changes to work practices to support capture and use of

knowledge.

• Reports on the progress of knowledge management activities.

• Configures and develops knowledge management systems and

standards.

Systems Installation • Installs or removes hardware and/or software, using supplied
and Removal (HSIN) installation instructions and tools, including handover to the client.
Level 3 • Uses standard procedures and diagnostic tools to test installations,

Essential correct problems, and document results.

• Records details of all components that have been installed and

removed.

• Assists users and follows agreed procedures for further help or

escalation.

• Contributes to the development of installation procedures and

standards.

IT Infrastructure • Carries out routine operational procedures, including the execution of
(ITOP) Level 2 specified automation tools/scripts.

Essential • Amends existing automation tasks under supervision to gain a basic
understanding of the scripting language/automation tools.

• Contributes to maintenance and installation.

• Monitors and reports on infrastructure performance to enable service

delivery.

• Resolves issues or refers to others for assistance.

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Pre-employment checks

Essential • Requirement to pass a Criminal and Traffic Convictions (Security)
Check performed by the Ministry of Justice.

• Requirement to pass a Credit History and No Asset Procedure (NAP)
Credit History Check performed by Equifax.

• Requirement to pass a Qualifications Validation Check.

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