STATEMENT OF DUTIES

Service Delivery Support Officer

Department of Premier and Cabinet

DIVISION TMD NUMBER Generic

BRANCH Service Delivery AWARD Tasmanian State Service

Service Delivery Team
SUPERVISOR CLASSIFICATION General Stream – Band 3
Leader
Fixed term and/or Casual
CONDITIONS Register

OBJECTIVE

Deliver high quality front line customer service to a diverse group of Government and semi-
government customers covering a range of telephony platforms and other enterprise level hosted
services.

Provide administrative and clerical support to Service Delivery and Project teams to enable the
effective transition of customers to new Whole of government telephony and related services.

MAJOR DUTIES

1. Provide first response client service via telephone, email and web logging and identify
customer needs and provide appropriate information, solutions or referral to relevant TMD
Service Delivery Units.

2. Working within an established framework of practices and procedures identify and clarify
client issues and where appropriate engage with either internal or external stakeholders
with the expressed aim of providing issue resolution within agreed timeframes. Work as
part of a team to ensure customer expectations are met or exceeded on every occasion by
providing a professional, efficient and quality service to TMD clients.

3. Assist in the development, review and implementation of operational and administrative

procedures, including preparation of training documentation, for the Service Management
Centre including transition arrangements for new and retiring services.

4. Perform a range of project support tasks to assist customer migration from existing fixed
line telephony to Voice over Internet Protocol (VOIP) services.

5. Maintain relevant records and databases associated with departmental accounts.

6. Undertake other duties within this level and range of responsibilities which are within the
employee’s competence and skill level.
 STATEMENT OF DUTIES

LEVEL OF RESPONSIBILITY

The Service Delivery Support Officer will fulfill a high proportion of customer requests at the first
point of initial contact, using established guidelines and instructions within a defined framework.
Points of escalation are clearly identified for issues beyond the scope of the role.Advice given must
be courteous, accurate, and timely.

Work within the context of a team environment. On occasions decisions taken can have a
significant impact on provision of effective service delivery and the work of other team members.

As much of the work in this role is providing customer service, adherence to rosters (work
schedules), assigned in advance is essential. TMD’s core business hours are 8 am to 6pm.

REPORTING STRUCTURE

General direction and supervision is provided by the Team Leader in the relevant Service Delivery
Unit. A high degree of self-discipline is required to ensure fulfilment of job queues and tasks.

Work is undertaken according to defined processes and methodologies. However, employees are
expected to exercise sound judgement in situations where information is incomplete or unclear.

Priorities will be decided by the Team Manager or Team Leaders and will follow operational
guidelines and established policies and procedures.

SELECTION CRITERIA

1. Sound knowledge and experience in a customer service environment with a detailed

understanding of contemporary service delivery practices including both incident request and
technology change management.

2. Knowledge and understanding of various telephony platforms and associated service delivery
arrangements from both a customer and supplier perspective.

3. A demonstrated knowledge, or the ability to acquire knowledge of the functions and

operations of the TMD Service Delivery Branch and Government programs and services
administered by TMD.

4. Sound liaison skills to establish a full understanding of client requirements, and enable provision
of advice to clients and colleagues. Demonstrated commitment to excellent customer service.
Judgement, initiative & discretion used in circumstances where information is unclear.

5. Organisational skills which enable the coordination of a variety of tasks simultaneously and the
planning and completion of work activities within predetermined time frames.

6. Well developed computer skills with good understanding of and ability to use computer
software particularly in relation to the impact and importance of maintaining accurate records.

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 STATEMENT OF DUTIES

7. High standard of ethical behaviour that is consistent with the Department’s values and
promotes a positive workplace culture.

WORK ENVIRONMENT
TMD is a results-oriented organisation. Its role is to;

be the vehicle by which the Government develops and maintains cross-government services
such as telephony, data networking, email, human resources systems, finance, and identity
management
represent a ‘one-Government’ public view of Government activities across all agencies
implement IT initiatives that connect Government and remove existing barriers between
agencies, allowing Government to create opportunities to interact as one to the general
public with innovative applications as well as minimise cost duplication
use Government’s combined buying power to obtain good outcomes for IT,
telecommunications and business services purchasing, and
lever off IT and telecommunications procurement to attract and retain competitive service
providers in Tasmania, improving services both to Government and the wider market.
respect others and deal promptly with any inappropriate behaviour from staff
support other Managers in achieving their desired outcomes, and support staff who are
seeking to do their best for TMD, and
nurture and develop staff, and supporting achievement of their personal objectives, where
consistent with TMD’s.

DPAC Values

DPAC is a value-based organisation demonstrated by aligning our purpose, behaviour and work
practices with values of the department. Our values are:

Professional - we aim for excellence and act with integrity and impartiality.
Accountable - we are focussed on achievement, open to questioning and responsible for
our actions.
Collaborative - we respect and value the expertise of others and seek to work in
partnership.
Forward looking - we plan so we can be responsive to future needs.
Connected to the Community - we seek to understand and engage with the community
and communities of interest.
Supportive - we seek to provide a family friendly and flexible workplace that fosters mutual
respect and open communication.

For more information about DPAC visit www.dpac.tas.gov.au

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 STATEMENT OF DUTIES

State Service Principles

Employees should familiarise themselves with the State Service Principles (Employment Principles)
and must work to ensure the Principles are embedded into the culture of the Agency and that the
Principles are applied to all Agency decision making and activities.

Code of Conduct

The State Service Code of Conduct (The Code) complements the State Service Principles and
requires employees and officers to act appropriately in the course of their duties and to maintain
the confidence of the community in the activities of the State Service.

Information Management

All employees are responsible and accountable to:

Keep good records of the information produced, received or acquired.

Make records to support what they do.
Register documents in the Departments Records Management System; and
Ensure all finals of documents are assigned as final in the Records Management
System.

Work Health and Safety & Workplace Diversity

The Department is committed to high standards of performance in respect to work health and
safety and managing diversity.

All employees are expected to participate in maintaining safe working conditions and practices and
to promote and uphold the principles of fair and equitable access to employment/promotion,
personal development and training and the elimination of workplace harassment and discrimination.

The positions are located in smoke free, air-conditioned offices in Hobart and Launceston. Smoking
is not permitted in the workplace or government vehicles.

Staffs are also responsible for adhering to the instructions within the security plan and are expected
to be pro-active in identifying threats in their workplace. In particular, challenging or reporting
anyone who is not properly identified within their workplace. All staff are to be familiar with and
participate in all evacuation drills.

APPROVED BY DATE
GENERAL MANAGER

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 STATEMENT OF DUTIES

CERTIFIED BY DATE
HUMAN RESOURCES

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