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Support Analyst

The Parliamentary Counsel Office (PCO) is New Zealand’s legislative drafting and publishing office.

We are looking for an experienced, team focused IT specialist to fill the position of Support Analyst in our professional and friendly Information Systems team.

The Support Analysts provide first level desktop support by in-depth troubleshooting of incidents and problems. They provide primary assistance to users to resolve issues, provide support in technology use, and also assist in undertaking maintenance of, and enhancements to, the PCO’s information systems.   They work closely with the Operations Analysts to resolve more complex issues.

Responsibilities include user account management, recording and management of incidents, documenting issues and changes, and software support. 

Ideally, applicants will have experience in working with the Microsoft stack, cloud services, server, network and desktop technologies. You will be comfortable working with defined processes and documenting and recording requirements.

You will have good communication skills and a desire to provide solutions along with excellent customer service.

The role involves providing after-hours on call support at times as part of a roster.

The role works both on-site in the office and, at times, remotely from home and you need to be comfortable with this flexibility and able to work effectively in either environment.

For more about the role see the job description and person specification below. For further information about the position please contact Jade Arboleda on 04 333 1007 or email Jade.Arboleda@pco.govt.nz.

Applications close: 5 pm Monday 7 September 2020

How to apply ...

Job description

Workplace

Parliamentary Counsel Office
Level 13
Reserve Bank Building
2 The Terrace
Wellington 6160

Reports to

Team Leader Operations

Liaises with

Internal

Information Systems team (in particular, to work closely with the Operations Group)
All PCO staff

External

Contracted vendors
Parliamentary Service
Office of the Clerk
Inland Revenue Department
Revera
Vital
Printlink
TechTonics
Other government departments
Development vendors
Casual vendors and contractors

Primary purpose

The primary purpose for the position is to contribute to the effectiveness and efficiency of the PCO by ensuring the continual stability and responsiveness of the IS systems. The Support Analyst provides desktop support and in-depth troubleshooting for all matters, including XML documents and related toolsets of the LENZ system. They are the primary contact for users, and at times may perform operations on servers up to the level of Operations Analyst.

Key accountabilities

The Support Analyst will:

1. Service management
  • resolve complex technical issues referred by users of the system and/or external suppliers of the systems and equipment
  • ensure known problems are documented, escalated and communicated to other staff as required
  • take ownership of the recording and management of incidents, analysing and troubleshooting, recording in the call management system, and escalating to external vendors if required
  • liaise closely and collaborate effectively with vendors that support the PCO's systems to facilitate the resolution of incidents and problems
  • manage user accounts
  • image/reimage/patch workstations and deploy bundled software
  • assist the Test Manager to test new releases
  • provide after-hours on-call support as part of a roster or otherwise by mutual agreement
2. Asset management
  • ensure that the assets of the PCO are maintained responsibly, including maintenance of the asset register and adherence to disposal procedures
3. PCO corporate website
  • support the software that runs the website (Silverstripe)
4. Planning
  • assist in planning projects such as upgrades or releases
  • assist to plan for disaster recovery
5. Research and development
  • maintain a knowledge of industry trends
  • maintain a knowledge of government standards
  • assist to ensure investment decisions are made on informed knowledge
  • maintain a thorough knowledge of packages, standards, and direction within information technology that is used by PCO
6. Risk management
  • understand the risk profile
  • assist to ensure risks and issues for which they are responsible are reviewed regularly
  • assist to implement controls to address findings from risk assessments
7. Change management
  • ensure all changes are documented, are traceable, and follow defined processes
  • communicate changes effectively to key stakeholders
  • manage stakeholders' expectations
8. Relationship management
  • proactively develop and maintain strong relationships with:
    • external vendors, Parliamentary campus agencies, and client departments; and
    • PCO staff and other business users
  • mentor other team members in best practice, procedures, and concepts
9. Documentation
  • ensure proper recording of all systems, processes, and requirements
10. Communication
  • ensure that all stakeholders are kept fully informed and managed
  • articulate technical concepts to a non-technical audience
  • collate non-technical requests and inform technical teams
11. Reporting
  • focus the attention of the team on issues of substance
  • contribute to weekly, monthly, and quarterly reports from the IS team
12. Other
  • perform any other duties as required by the Team Leader Operations.

Person specification

Skill requirements
  1. The Support Analyst is expected to have or acquire the PCO-wide skills and the Support Analyst skills set out in the PCO Skills Policy.
  2. The PCO-wide skills, in summary, relate to:
    • personal integrity
    • building and maintaining effective interpersonal relationships
    • effectively and efficiently coordinating, performing, and progressing work to completion
    • providing high-quality results for each person for whom the Support Analyst provides a service
    • continually developing knowledge and skills in others and personally.
  3. With regard to the Support Analyst skills, the Support Analyst is expected to provide the required service by:
    • assisting users to use the system effectively
    • having knowledge of Microsoft office products
    • having experience in user administration in Active Directory and Exchange
    • resolving technical issues
    • taking ownership of the end-to-end process of helpdesk calls and managing communications with users or external suppliers
    • ensuring the call management system reflects the work done
    • maintaining the asset database
    • having knowledge of Presentation and voice/video conferencing systems
    • having knowledge of operation and maintenance of mobile phones and mobile device management software
    • having knowledge of operation and maintenance of desktop and laptop devices
    • awareness of H&S requirements and liaising with HR to provide assistance and guidance to users
    • developing knowledge of, and support the operations analysts to, build, maintain and operate windows servers, current and future technologies.

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