22 Jul

Ict Client Services Analyst Jobs Vacancy in Ara Institute Canterbury

Ict Client Services Analyst
Ara Institute Canterbury
22 Jul, 2018 23 days ago

Ara Institute Canterbury urgently required following position for Ict Client Services Analyst. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Ict Client Services Analyst Jobs Vacancy in Ara Institute Canterbury Jobs Details:

Position ICT Client Services Analyst Pos # 1037

Department/division Corporate Services Division

Main location City Campus

Staffing responsibility Nil

Academic delegation Nil

Financial delegation Nil

Human resource delegations To be agreed

Employment agreement Allied Staff Employment Agreement

Full time, fixed term (12 months)
Classification Non-Core Children’s Worker

See the important notes section for further information.

Salary range Grade 5 $49,254 - $57,630 per annum

Our vision and values
At Ara, our vision is to: Our values are: 

produce successful studentsTrust (kia pono) 

deliver value for employersConnect (kia tuhono) 

enable effective staffInspire (kia hihiri)

Department/division introduction
Ara Institute of Canterbury's Information Communication Technology Division comprises approximately 45 people who are involved in all
facets of ICT planning, implementation, design, development, and support.

The mission of our ICT Division is to support the delivery of learning to our students, and provide the tools required to effectively manage
the Institution. This is achieved through strong planning linking ICT delivery to organisational visions. The ICT Division manages the
Institution's ICT infrastructure, and provides ICT technical support for staff and students.

Prime function/purpose of the job
This position exists to support the delivery of a valued ICT function specific to and desired by a Tertiary institution. As such beyond a sound
general technology knowledge, an understanding, background or knowledge in learning delivery (distance, blended, classroom etc.) is a
distinct advantage, as is a knowledge of the strategic application of tools such as video conferencing, smart boards, library systems, research
systems, multimedia delivery.

The purpose of this role is to work as a member of the Client Technologies team. This team is responsible for the delivery, support, planning
and management of the client user environment. Key parts of this role include a requirement to provide ICT technical support and advice to
both staff and students, focused on maximizing the customer experience, productivity, organisational efficiency and benefits from the
effective use and application of information technology. This role also requires the incumbent to be a strong generalist ICT Professional
working either under instruction or independently to cover wider support requirements. It is also required to work on implementation and
other projects on a technical basis covering the full breadth or Client Services technologies.

This role reports to the Service delivery Manager.

Role overview
Part of the Client Technologies team reporting to the Service Delivery Manager this role is broadly spilt into 2 aspects. As a key part of the
technical team the role responds to service requirements, typically escalated from the service desk, and effects a return to service as soon
as practical. The second part of the role is assisting the Technology Manager to evaluate organisation needs and identify key technology
options to enable the Ara strategic objective of “Successful Students, Value for Employers, Effective staff”. Key to this will be the identification
of new and continuous improvement of services in order to champion the on-going development of the practice
The Client Technologies Analyst is accountable for the support of End User Services across the Institution and ensuring this is delivered in
accordance with Service Level Agreements with customers and agreed Key Performance Indicators;
Engagement with all parts of the organisation requiring technology responses to end user technology needs.
Supporting the Service Delivery Manager to plan operationally and financially the support, management and enhancement of the end user
environments. Particularly close liaison with the Learning Design team to ensure close alignment of effort.

Identifying trends in and recommend approaches to ensure Ara remains current and/or innovative in service delivery

This will be achieved through:
Supporting the Service Delivery Manager in all endeavours in order to define and support Divisional Service Delivery practices, standards,
and engagement. This role supports the definition of services or service technologies to all stakeholders. The Client Technologies Analyst
will work in conjunction with the SDM and the Client Technologies Team to develop opportunities to deliver positive outcomes for clients.

It is also expected that the Client Technologies Analyst contributes effectively and fully to Divisional planning exercises to ensure their areas
of responsibility are represented in planning forums as a key driver when enhancing or designing services.

Note: Full time hours of work are 7.5 hours per day and 37.5 hours per week over 5 consecutive days of the week Monday to Friday. The
normal hours may be required between 7:30 am and 5pm.

Reporting structure – line manager: Service Delivery Manager.

Division Director

Senior Project Engineer

  • Architecture and


Admin Intern

Senior Project Engineer

Manager Information Manager Service Manager Support

Systems Delivery Centre
Manager Service

Technology Manager

(12 reports) (14 reports) (6 reports)

Service Desk

ICT Service Desk Intern

Service Delivery

Functional relationships

Internal External 

Liaison with staff and students at all levels within the  Suppliers/Providers of ICT Goods and Services
organisation on effective service resolution, application and
use of PC desktop information technologies and effective use
of the computer network.

Working collaboratively as part of the Client Technology team,
and cooperatively as part of the ICT Division

Customers through assisting with projects delivering user

Professional profile

Qualification/knowledge 

Tertiary qualification in Information Technology or similar field

Experience/skills 

Proven competence in desktop software products (Office suites, E-mail, WWW Browsers) 

Relevant ICT industry experience in the Microsoft computing environments. 

Experience and knowledge of Audio Visual environments 

Proven customer service skills and experience and dedication to delivering quality service. 

Demonstrated ability to assist others and to assist users to develop their own skills 

Proven competence in delivering support using audio visual and computing equipment 

An understanding of enterprise level IP networking fundamentals and the ability to deliver 2nd tier support 

Demonstrate experience of working in a complex (preferably ICT) environment 

An understanding of the demands of a tertiary educational environment is highly desirable.

Personal Attributes 

Embraces Ara values/kaupapa 

Is willing to commit to the Ara Capability Framework/s 

Flexibility and the willingness to take on unspecified tasks as required 

Excellent communication skills 

An attention to detail and to complete tasks fully. 

Responsibility for operational documentation as required. 

Audio Visual and Video Conferencing support as required. 

Clear and concise verbal and written communication skills with focus on attention to details. 

An ability to respond appropriately to different situations, people and ideas. 

Willingness to work productively with others and to be involved and share activities 

An ability to be empathetic and supportive, to pick out important information and give back to others 

Capable and qualified to perform in the given field

Preference will be given to candidates who also demonstrate the following knowledge, skills and experience 

Prior knowledge of managing incident and request tickets in a service delivery environment 

Class 1 Motorcar driving license (there is a requirement for some travel between campuses)

Please note that you will be required to provide evidence of any qualification, professional membership, license or registration required for the role.

Key focus areas Expected outputs and outcomes include

To provide effective Client Technology support All Service requests are responded to in a courteous and
professional manner. 

All urgent technical requests are actioned within 24 hours. 

Appropriate priorities are assigned to Service requests in
accordance with Service Level Agreement (SLA). 

Work completed within negotiated SLA deadlines. 

The details of all support calls are logged in the incident
management system. 

Clients are given regular feedback on the status of their
logged requests. 

Effective documentation of operating procedures and other
information relevant to ensuring smooth operation of the

To support computer user access.  All additions and movement of equipment are updated in the
asset database.

Service Desk and Support Centre liaison  Requests that cannot be resolved within 24 hours are logged
and escalated for action. 

Emergency requests that can be actioned quickly or escalated

Ensure effective and efficient use of office automation systems.  Effective advice and support is given to users on the best
utilisation of all Client Technology.

To assist in multidiscipline ICT project team initiatives  Where ICT projects involve other staff and/or contracts, the
incumbent shall contribute to project team activities and

complete assigned tasks within prescribed deadlines.

To assist with the implementation of technology standards.  Standards for set up and configuration of the desktop
applications and operating systems and equipment are

Maintain knowledge about technical developments in other  General technical knowledge kept up-to-date.
functional areas of the Division.

Deliver excellent customer service  Delighted customers 

Stressful or difficult exchanges are managed constructively,

The successful applicant is required to commit to the Ara Capability Frameworks which encompass foci on students, learning and teaching,
innovation, flexibility and continual learning, research, biculturalism, internationalisation, disability awareness, environmental awareness
and sustainability, health and safety and IT literacy.

All of the information provided above is intended to describe the general nature and level of work being performed. This document is not
intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position and incumbent. From time to
time, the incumbent will be required to accept and carry out other relevant duties as assigned by their Manager.

The standard online application provides the Institute with a common set of information about each candidate but applicants should not limit
themselves to that form. Personal applications set out in the applicant's own style including curriculum vitae and particular references to the
job description and personal profile are welcomed. Ara reserves the right not to appoint or to appoint by invitation in the event the recruitment
process is deemed to be unsuccessful.


1 Staff Appraisal

Ara has in place a system of staff appraisal / capability development in relation to job performance. All staff are required to actively
engage in this process.

2 Capability Development

Ara is a learning organisation where capability development is supported. Staff are asked to develop with their Manager a professional
development plan that aligns with the Organisational Capability Framework. Time and support is provided to achieve the plan.

3 Health and Safety

The Health and Safety at Work Act 2015 provides that a duty is imposed on a person under the Bill to ensure health and safety. This
requires the person to eliminate risks to health and safety so far as is reasonably practicable and; if it is not practicable to eliminate risks
to health and safety, to minimise those risks so far as is reasonably practicable. It is the employee’s responsibility to abide by this
legislation, the Health and Safety policy and to complete the online Health and Safety induction immediately after commencing work.

Applicants for positions are asked to declare any relevant health related needs or issues on the application form provided to People and
Development with your application for appointment This information is not used for short listing but we do expect you to discuss your
needs as part of the interview process or when accepting an offer of employment where this is relevant. Confidentiality is assured and
applicants will not be differentiated on the basis of disabilities or health requirements unless these tender applicants unable to
undertake the task requirements. Employees may be required to undertake a health check where baseline data is needed for specific
positions. E.g. a hearing test for those involved in. engineering workshops.

4 Employment Terms and Conditions

Appointments are made within the terms of the Employment Relations Act 2000 (as amended) and the terms and conditions provided
either in an Individual Employment Agreement (IEA) or in terms of the TIASA Collective Employment Agreement (CEA) which also has
coverage over this position. If the staff member joins the union the current TIASA CEA will automatically apply, otherwise the staff
member will be on an IEA.

A job evaluation system is used to determine the grade and therefore the salary range for this position. It is usual to appoint at the
lower end of the appointment range specified in the position description.

5 Equal Opportunities Employer

Ara is committed to equality and diversity and makes a determined effort to develop an inclusive environment to achieve a balanced
gender representation and increase the number of Maori and other underrepresented groups on staff. We are an active provider of
opportunities for differently abled people and recognise that all staff, are not only our employees, but have multi-faceted lives that
from time to time may require flexibility from Ara to assist in meeting their other commitments.

6 Ara Sustainability Aspirations 

Ara will continuously evaluate and improve its environmental impact across all areas of the organisation. 

Ara is widely acknowledged as a values led organisation, where sustainability and multiculturalism is core to its beliefs and
operating practices. 

We support and encourage sustainability initiatives and objectives, both on and off campus, and act as a key partner in
community and iwi lead collaborations. 

While key stakeholders, including central and local government recognise Ara as the sector leader in adding value through
sustainability, we believe compliance is the entry point and we can go further. 

Ara is an economically sustainable organisation that is efficient, productive and anticipates market needs, adapting to the
changing economic environment in Aotearoa, New Zealand and globally.

7 Smokefree Policy

As an employer and learning provider of choice Ara promotes a positive, healthy working and learning environment and supports the
government vision of a Smokefree Aotearoa by 2025. The Smokefree policy prohibits smoking in all buildings or parts of buildings under
Ara Institute of Canterbury’s management, Ara vehicles and on Ara land holdings and perimeters including all car parks, green spaces
and external eating areas.

8 Criminal conviction history checks

While Ara is a tertiary institute delivering education and catering predominantly for adult learners there remains a duty of care to the
increasing numbers of younger students and those individuals or groups who may be defined as “vulnerable” by virtue of age, health,
welfare or special need. With an increasing focus on youth in particular and the additional pastoral care this involves Ara Management
have determined that best practice involves all staff undergoing a criminal conviction history check. As part of the appointment process
shortlisted candidates will be asked to give consent to Ara to submit a request. Offers of employment will be subject to the results of
the check. A regime of checking employees has been developed.

Non- core worker
For NZ Police vetting purposes this role is classified as a non-core (children’s) worker because there is regular, but limited contact
with students who may be youth, children, elderly or vulnerable adults. This position meets the criteria for a check under the
Vulnerable Children’s Act 2014; as such, Ara will request a NZ Police Vet disclosing your criminal conviction history.

9 Records Management

All staff are expected to comply with the Records Management Policy and related Ara procedures and to create records that accurately
capture business activities, appropriately manage these records over time using line of business systems, approved institutional
repositories and designated physical and electronic storage, and follow authorised disposal processes.

10 Records Management

All staff are expected to comply with the Records Management Policy and related Ara procedures and to create records that accurately
capture business activities, appropriately manage these records over time using line of business systems, approved institutional
repositories and designated physical and electronic storage, and follow authorised disposal processes.

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