Oversee first-line IT support to rapidly restore services for client systems.

Service Desk Analyst

The Service Desk Analyst's primary goal is to provide a high standard of technical and operational support to customers, by effectively and efficiently managing their incidents and requests, and providing a single point of ownership. Location: Wellington, New Zealand

Roles and Responsibilities:

  • You report to the First Response Team Leader – Government Service Desk
  • Provide BAU technical and operational support for allocated products, technologies and services contracted to clients.
  • Facilitate rapid restoration of services within contracted Service Levels, minimizing financial penalties
  • Actively use, improve and update operational knowledge base
  • Identify process improvement opportunities to senior team members
  • Maintain up to date technical skills, knowledge and qualifications in relevant technologies and vendor products
  • Build and maintain strong client advocacy
  • Support the use of Self-Help Tools with the client, to reduce incoming contacts

Skill / Competencies / Experience: ESSENTIAL

  • Incident and Request Management
  • Detect, record and classify accurately all incidents or requests received into the Service Desk
  • Offer exceptional 1st level support expertise through either first contact fixing at least 70% of incidents.
  • Implement effective work arounds, to ensure minimal business impact to the customer
  • Investigate and diagnose, using all available tools and knowledge to ensure a competent 1st level experience is provided to customers.
  • Functional escalation – escalate incidents to the most appropriately skilled resource (e.g Major Incident Manager, 2nd/3rd Level Resolver) in line with agreed service levels
  • Own, monitor, track and communicate all incidents logged, including the updated of Digital systems and the client in line with agreed service levels
  • Make recommendations to optimize IT performance and prevent future problems

PREFERRED

  • 2+ years IT&T industry experience in operations or support environments, customer service environment such as experience in a contact centre / IT service desk.
  • Relevant qualification in technology related field
  • Relevant industry certification an advantage
  • Committed to delivering a great customer experience
  • Understanding of service delivery and ITIL
  • Excellent communication skills – proven presentation and communication skills, both written and verbal
  • Relevant knowledge in Networking, Active Directory, Messaging, Citrix, Microsoft Teams and Windows environment (such as Office365 and other similar products)
  • Relevant tertiary qualification (preferred, but not essential)
  • Relevant IT industry certification(s) would be advantageous
  • Ability to work within a team of technical people in their technology area while working under pressure
  • Ability to take an analytical and methodical approach to problem resolution
  • Able to multi-task, effectively plan and manage time well

Additional Skills:

  • Hybrid Work environment
  • 8x7 shift-based support, weekend and holiday support on requirement basis
  • Excellent customer interfacing skills.
  • Excellent written and verbal communication skills.
  • Strong attention to detail and outstanding analytical and Problem-solving skills.
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