Ref: DOIA 1617-1384

 

Dear Anchal Marwah

 

On behalf of the Ministry of Business, Innovation and Employment I
acknowledge your email of 14 May 2017 requesting under the Official
Information Act 1982 (the Act), the following:

 

It will be really appreciated and helpful if i can get a precise and
accurate answer to all these queries please.

To make it easier for the associated member of the government body who
will be replying the query , I have even attached Option A and Option B.

 

The core job roles of an ICT Customer Support Officer as per ANZSCO
website(313112) that is in question.

---------------------------------------------------------------------------------------------------------------

"repairing and replacing peripheral equipment such as terminals, printers
and modems"

is one of the core job role of the ICT Customer Support Officer.

---------------------------------------------------------------------------------------------------------------

My questions:

1.Does the repairing of a peripheral equipment NECESSARILY ONLY means a
"HARDWARE/PHYSICAL REPAIR" or it can be over the call as well like
updating softwares,updating firmware versions,upgrading software and many
more(Software Repair) etc of peripheral equipments.

A) YES, repairing of a peripheral device NECESSARILY ONLY means
Hardware/Physical repair and not any software repair.

OR

B) NO, repairing of a peripheral device DOES NOT NECESSARILY ONLY means
Hardware/Physical repair and it can be also related with any
software/firmware repair.

---------------------------------------------------------------------------------------------------------------------

 

2.To further add as another core job role is "MAY WORK IN CALL CENTER" for
an ICT Customer Support officer, that states any peripheral equipment
repairs can "ALSO" be done remotely as well and hence he/she is working in
a call center and ANZSCO has added this task in core roles.

A) YES , the core job role of an ICT Customer Support Officer stated above
supports that the peripheral equipment repair can "ALSO" be done remotely
as well.

OR

B) NO , the core job role of an ICT Customer Support Officer stated above
does not supports that the peripheral equipment repair can "ALSO" be done
remotely as well.

 

===============================================================

3.As per ANZSCO website and INZ Skill shortage list checker the primary
job role of a "HARDWARE Technician" is:

"Supports and maintains computer systems and peripherals by installing,
configuring, testing, troubleshooting, and repairing hardware." what his
role stands for?

 

I suppose the name of the job position clearly specifies:"HARDWARE", so it
has to be a hardware/physical repair.

 

A) YES, a hardware technician has to be doing a hardware repair
necessarily.

OR

B) NO , a hardware technician does not needs to be doing any hardware
repair necessarily.

 

===============================================================

4.Similarly even if an ICT Customer Officer is performing one core task as
per ANZSCO website i.e "May work in call center" , does it NECESSARILY
ONLY MEANS he/she has to still replace and deliver the peripheral
equipment such as terminals, printers and modems by physically visiting
customer's premises, because it can be contradicting the core role other
wise?

A) YES, an ICT Customer Support Officer necessarily needs to visit
customer's premises to replace the peripheral device.

OR

B) NO,an ICT Customer Support Officer does not necessarily needs to visit
customer's premises to replace the peripheral device as that can be done
remotely by even lodging an order for replacement and courier man can
deliver that.

 

Further to add:-

As per INZ Website:

Courier (ANZSCO NO. 561211)

"Delivers goods, documents, messages, samples, x-rays and test results."

 

To be precise what i mean to say:

Example:

--------------------------------------------------------

-A Customer’s Samsung Laptop stopped working and wants a replacement as
it’s under warranty.

-Customer calls Samsung customer care (Technical Support Team) and wants
the replacement to be arranged.

-Does it necessarily means that the Technical support operator on the call
will have to physically replace the laptop by delivering it to the
customer premises?

-Or it can be done over the call as well by lodging a replacement order by
ICT Customer Officer?

-As any delivery at customer's premises is core task of courier guy or
post man:

As per INZ Website:

Courier (ANZSCO NO. 561211)

"Delivers goods, documents, messages, samples, x-rays and test results."

-------------------------------------------------------

 

5.As per ANZSCO NO. 342414 and INZ website Job role of a Telecommunication
Technician:

"Installs, maintains and repairs telecommunications equipment and
appliances, such as telephones, mobile telephones, switchboards and data
transmission equipment, in homes, businesses, telephone exchanges and
other network sites."

 

I just want to ask you if an ICT Customer Support officer is unable to fix
the issues on:

"homes, businesses, telephone exchanges and other network sites" , does it
ONLY NECESSARILY ONLY MEANS that the job of an ICT Customer Support
Officer is basic?

 

A) YES , the job role of an ICT Customer Support officer is basic if he
can't fix the homes, businesses, telephone exchanges and other network
sites by physically attending them.

OR

B) NO, the job role of an ICT Customer Support officer is not DETERMINED
on the basis if he can't fix the homes, businesses, telephone exchanges
and other network sites by physically attending them as that is not his
core role to do as per ANZSCO job role, as it is one of the core roles of
a Telecommunication Technician.

================================================

Further to add on the above point:-

 

The job roles,positions and core roles of an ICT Customer Support Officer
and the Telecommunication Technician are different and hence can't be done
NECESSARILY by an ICT Customer Support Officer, and henceforth ANZSCO has
created two different ANZSCO Codes (ICT Customer Support Officer 313112
and Telecommunication technician 342414)?

---------------------------------------------------------

6. Does an ICT Customer Support Officer working in a contact center
environment needs to be on a call for a specified amount of time to prove
the complexity of the technical problem they are dealing with? (example 5
minutes,10 minutes,30 minutes, 1hr,2hr,3hr,etc)

A) YES, an ICT Customer Officer needs to be on a call for XX amount of
time to prove that they are dealing with complex technical query.

OR

B) NO, there is no specified amount of time that an ICT customer Support
Officer needs to be on a call to prove that the issue is complex and can
vary.

 

Your request is being processed in accordance with the Act and a response
will be sent to you in due course. If you have any enquiries regarding
your request feel free to contact us via email [1][MBIE request email] or
using the contact details below.

 

 

Yours sincerely,

Alan Witcombe

MANAGER, MINISTERIAL SERVICES

 

Corporate, Governance and Information

Ministry of Business, Innovation and Employment

Level 4, 15 Stout Street, PO Box 1473, Wellington 6140

[2]cid:image004.jpg@01D10666.447C6950

 

 

[3]www.govt.nz - your guide to finding and using New Zealand government
services

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References

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1. mailto:[MBIE request email]
3. http://www.govt.nz/

Dear Anchal Marwah,

Your request as to how tasks and duties are assessed against the various occupations is not a request for official information but instead a query in regards to immigration instructions.

The Immigration Contact Centre is best placed to answer your query. Details on how to make contact with INZ can be found on our webpage https://www.immigration.govt.nz/contact. You are able to either call INZ on 0508 558 855 or ask a question via online the knowledge base. If you are unable to find your particular question in the knowledge base, you then have the option to submit an online query.

Regards,

Fraser Stretton
SENIOR ADVISOR

Business Management Team - Business Strategy and Governance, Immigration New Zealand
Ministry of Business, Innovation & Employment

[email address]
15 Stout Street, PO Box 1473, Wellington, New Zealand

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Dear Mr Marwah

In response to your email below, I have made contact with the Immigration Contact Centre in regards to the '404' error. They advise that this sometimes occurs with ipads and other devices.

The direct email address that you can use if you continue to receive the '404' error is [email address]

Regards

Penny Hazlett (Mon-Thurs 9 to 2.30, Fri 9-1)
Business Advisor
Operations Support - Immigration New Zealand
Ministry of Business, Innovation & Employment

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