Role Description
Position:
Service Support Analyst
Service / Directorate:
3DHB ICT
Responsible to:
3DHB ICT Service Desk Team Leader
Our Mission:
Together, Improve the Health and Independence of the People of the District
Our Vision:
Better Health and Independence for People, Families, and Communities
Our Values:
Innovation
Action
A focus on People and Patients
Living the Treaty
Professionalism through Leadership, Honesty, Integrity and Collaboration
Excellence through Effectiveness and Efficiency
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Context that this role operates within
Organisation perspective
The 3DHB covers a regions extending from Wellington to Otaki, the Hutt Valleys, and
Wairarapa. It comprises key delivery arms in primary, secondary and tertiary health.
There is an on-going change programme begun in 2008 to resolve HHS performance with a
target of achieving performance in the top five District Health Boards and a break even
operating result.
We are focused on improving the health of our local people, families and communities – and
reducing inequalities within our population. To support this we will ensure:
 integrated delivery of services backed by sound infrastructure
 financial and clinical viability of services, facilities and support
 a “culture” that supports health improvement and addresses disability needs locally
and across our region
 the development of clinical leadership
 regional collaboration
Priorities in the current year for HHS are:
 achieving an activity-led financial recovery
 becoming an employer of choice
 devolution of authority and decision-making
Directorate Perspective
The Directorate of Clinical and Corporate Support Services provides corporate and clinical
support services throughout the hospital. This includes IT, patient and laboratory services,
emergency management, 3DHB payroll and information reporting, property and
maintenance services, procurement and logistical services, orderly, security, fleet
management and linen services.
Service / Department Perspective
ICT provides a full service model to the 3DHC for the provision of information and
communications technology, including:

Development of technology strategy and plans including DHB ISSPs.

Provision of relationship management services to facilitate engagement across
customers, to assess needs, to measure value provided and as a vehicle to develop
effective ways of working together.

Provision of consulting, architecture and design services in the development of
solutions and infrastructure architecture.
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
Provision of project management, business analyst, analyst programmers and testing
resources to support the delivery of solutions.

Provision of a comprehensive service management model for solutions including
service delivery, service desk, desktop and logistics support, infrastructure and
application support teams and trainers.

Provision of procurement, contract administration, supplier management and
commercial analysis support.
ICT is able to deliver full scale solutions that are fully managed within the customer
environment or simple remote hosted solutions that are accessed by users via a variety of
means. The scope of solutions supported includes significant clinical, administrative and
financial systems across the entire DHB service model.
Role Perspective
The Service Desks team’s core purpose is to provide the first point of contact for staff when
requiring support for 3DHB supported systems, applications or devices. The team is
responsible for managing all Incidents, Service Requests and Requests for Change.
ICT and in particular the Service Delivery Team, which includes the Service Desk, is guided by
ITIL best practice service management framework.
The role involves the following functional responsibilities:

Answer incoming calls in a timely and professional manner.

Respond to email and web enquiries in relation to set out SLAs.


Provide system and user maintenance to 3DHB supported applications.
Logging all calls and contacts in a provided call tracking system.

Managing calls in the call tracking system, including status updates, trouble shooting,
transferring, escalating and resolution.

Prepare and review process documentation.

Contribute to team planning, decision making and service improvement.

When required, work in with Desktop Support to complete customer facing tasks.
The Service Support Analyst will need to create and maintain relationships with managers
and team members across all of ICT.
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Purpose of the role
This position is the first point of contact for customers requiring resolution of IT system
problems and is responsible for providing effective first and second level user-support for
the desk top environment, primarily remotely.
Key Accountabilities
Key Relationships & Authorities
Key Accountability Deliverables / Outcomes
Continuous
Quality
Improvement


Incident/Request
Management






Actively contribute to
Continuous Quality
Improvement activities within
the Service Delivery Function.
Promotion of a Service
Management culture of across
ICT and within the customer
base
Actively manages all logged
requests and incidents
Regular contact with requestors
providing accurate updates
Root cause analysis and follow
up to reduce Problem incidence
Escalates when required
Accurate trouble shooting
Quality information in logged
jobs
Key Performance Indicators /
Measures
Identifies improvement opportunities
and notifies the team leader of these.
Participates in the service’s quality
improvement activities.
Provides good patient/client service
and is responsive to patient/client
requests or complaints.
Complies with standards and works to
improve patient/client satisfaction.
Identifies problems and notifies the
manager of these.
Jobs logged relate to number of
customer contacts.
<5% of jobs passed back requesting
more information.
60% first call resolution
All tickets update according to SLAs
Professionalism



Assumes responsibility for
professional and personal
development for self.
Knowledge of and compliance
with all governing legislation.
Develops and maintains a level
of knowledge of current
professional practice and

Has documentation
demonstrating these
responsibilities.

Actively participates in
professional activities.

Provides service in a culturally
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Key Accountability Deliverables / Outcomes







Occupational
Health & Safety

developments.
Participates in and attends
appropriate meetings and
educational opportunities.
Demonstrates recognition of the
principles of the Treaty of
Waitangi in the provision of
Imaging Services.
Maintains patient privacy and
confidentiality at all times.
Participates in annual
performance review and
achieving performance goals.
Participates on department
roster systems.
Communication with customers
is clear and information
provided is accurate
Management of queue and
priorities in accordance with
customer requirements and the
timely resolution of calls and
requests
Complies with responsibilities
under the Health & Safety in
Employment Act 1992
Key Performance Indicators /
Measures
sensitive manner.

No disciplinary action.

Has read and understood the
Health & Safety policy and
procedures.
Actively supports and complies
with Health & Safety policy and
procedures.
Evidence of support and
compliance with health and safety
policy and procedures including
use of protective clothing and
equipment as required, active
participation in hazard
management and identification
process, and proactive reporting
and remedying of any unsafe
work condition, accident or injury.


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Reports to:
 3DHB ICT Service
Desk Team Leader

Key relationships within
service:
 All ICT Staff

This Role

Key relationships
outside service:
 All CCDHB Staff

Has these direct
reports:
 NA
Capability Profile
Competencies
Solid performance in the role requires demonstration of the following competencies. These
competencies provide a framework for selection and development.
Competency
Problem Solving
Technical Learning
Drive for Results
Customer Focus
Behaviours
 Uses rigorous logic and methods to solve difficult problems
with effective solutions
 Probes all fruitful sources for answers
 Can see hidden problems
 Is excellent at honest analysis
 Looks beyond the obvious and doesn't stop at the first
answers
 Picks up on technical things quickly
 Can learn new skills and knowledge
 Is good at learning new industry, company, product, or
technical knowledge.
 Does well in technical courses and seminars.
 Can be counted on to exceed goals successfully
 Is constantly and consistently one of the top performers
 Very bottom-line oriented
 Steadfastly pushes self and others for results.
 Is dedicated to meeting the expectations and requirements
of internal and external customers
 Gets first-hand customer information and uses it for
improvements in products and services
 Acts with customers in mind
 Establishes and maintains effective relationships with
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Competency
Behaviours
customers and gains their trust and respect.
Functional/Technical
Skills
Integrity and Trust

Peer Relationships
Perseverance
Cultural Skills
Has the functional and technical knowledge and skills to do
the job to a high level
 Is widely trusted
 Is seen as a direct, truthful individual
 Can present the truth in an appropriate and helpful
manner
 Keeps confidences
 Admits mistakes
 Doesn't misrepresent him/herself for personal gain
 Can quickly find common ground and solve problems for
the good of all
 Can represent his/her own interests and yet be fair to
other groups
 Can solve problems with peers with a minimum of noise; is
seen as a team player and is cooperative
 Easily gains trust and support of peers
 Encourages collaboration
 Can be candid with peers.
 Pursues everything with energy, drive, and a need to finish
 Seldom gives up before finishing, especially in the face of
resistance or setbacks
 Words and actions show an understanding of the
implications for one’s work of Te Tiriti o Waitangi principles
and Maori perspective as tangata whenua
 Values and celebrates diversity - showing respect for other
cultures and people's different needs and ways of living
 Shows an awareness of gaps in, and a desire to increase,
cultural knowledge and inter-cultural practice relevant to
one’s work
 Accesses resources to make sure culturally appropriate and
language appropriate services are provided
 Draws on a client's own cultural resources and support
frameworks
Other aspects of capability not covered by the above competencies
Knowledge and Experience:
 Experience of customer service within a technology environment.
 Technical skills and experience with Microsoft and Citrix technologies are desirable
 An understanding of ITIL best practice service management framework and processes,
including call logging processes, is preferred
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

Experience with and a sound understanding of desktop hardware and software including
operating systems and office products
Experience in the health sector is desirable
Essential Professional Qualifications / Accreditations / Registrations:
 A tertiary qualification and/ or equivalent experience
Someone well-suited to the role will place a high value on the following:
 Awareness of information security
 Excellent communication skills and ability to communicate technical directions in simple,
clear language
The 3DHB is committed to supporting the principles of Equal Employment Opportunities
(EEO) through the provision and practice of equal access, consideration, and
encouragement in the areas of employment, training, career development and promotion
for all its employees.
3DHB is committed to Te Tiriti o Waitangi principles of partnership, participation, equity and
protection by ensuring that guidelines for employment policies and procedures are
implemented in a way that recognises Maori cultural practices.
The role description will be reviewed regularly in order for it to continue to reflect the
changing needs of the organisation. Any changes will be discussed with the position holder
before being made. Annual objectives and performance measures will be set each year
during the annual performance planning and development meeting.
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