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

Visible links
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3. http://www.govt.nz/

hide quoted sections

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

-----Original Message-----
From: Anchal Marwah [mailto:[FYI request #5876 email]]
Sent: Sunday, 14 May 2017 4:17 p.m.
To: *OIA
Subject: Official Information request - ICT Customer Support Officer ANZSCO Job role Clarification

Dear Ministry of Business, Innovation & Employment,

I would like to ask under "Official Information Act 1982."

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.
----------------------------------------------------------
I really appreciate your time and efforts you will be putting to reply these queries.
I hope to hear from your end soon.

Yours faithfully,

Anchal Marwah

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

This is an Official Information request made via the FYI website.

Please use this email address for all replies to this request:
[FYI request #5876 email]

Is [MBIE request email] the wrong address for Official Information requests to Ministry of Business, Innovation & Employment? If so, please contact us using this form:
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Any opinions expressed in this message are not necessarily those of the Ministry of WorkSafe New Zealand. This message and any files transmitted with it are
confidential and solely for the use
of the intended recipient. If you are not the intended recipient or the person responsible for delivery to the intended recipient, be advised that you have received this message
in error and that any use is
strictly prohibited. Please contact the sender and delete the message and any attachment from your computer.

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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

-----Original Message-----
From: Anchal Marwah [mailto:[FYI request #5876 email]]
Sent: Tuesday, 16 May 2017 5:25 p.m.
To: INZ Official Correspondence
Subject: RE: Official Information request - ICT Customer Support Officer ANZSCO Job role Clarification [UNCLASSIFIED]

Dear INZ Official Correspondence,
Thank you for your prompt reply.
I have tried sending an online query however it does not allows me to post a query:

404 - File or directory not found.
The resource you are looking for might have been removed, had its name changed, or is temporarily unavailable.

And as I wanted a written or a mail format for my questions and hence i can't contact call center.

Can i please get a valid email address to send a query to INZ, as none of the online query form is in working condition.

I hope to hear from your end soon.

Yours sincerely,

Anchal Marwah

-----Original Message-----

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

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FYI request #5876 email]

Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers

If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.

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

www.govt.nz <http://www.govt.nz/> - your guide to finding and using New Zealand government services

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Any opinions expressed in this message are not necessarily those of the Ministry of Business, Innovation and Employment. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivery to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Please contact the sender and delete the message and any attachment from your computer.
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