IT Service Desk Specialist

2 weeks ago

Manukau, Auckland, New Zealand Amplifon Group Full time

We are currently seeking a professional and enthusiastic IT Service Desk Specialist for our highly motivated and supportive IT team.

The purpose of this role is to take responsibility for providing Level 1 Support within the IT Service Desk function to our group of 500+ users spread across 100+ clinics throughout New Zealand and 100+ people in our Headquarters based in Takapuna.


The 3 areas of activities are related to:

  • User and Business Support
  • Hardware & Software Support
  • Collaboration with Level1, Infrastructure operations and project team and suppliers

The responsibilities of this role include:

  • Act as first point of contact regarding all technology related requests and/or incidents in which escalations with effective follow-ups and tactics are included in the duties.
  • Establish, maintain and develop the Service Desk function to serve Amplifon NZ users and clinics.
  • Record all raised requests and reported incidents in the incident management system (Service Now) and maintain updating all tickets until closed.
  • Operate, monitor, maintain and develop incident management operationally.
  • Perform effective problem management practices for any raised or escalated technical problems and faults.
  • Respond to all business requirements in coordination with IT Operations Manager.
  • Perform effective and controlled release management and process for all computer hardware and software in coordination with IT Operations Manager.
  • Maintain and update configuration management database (CMDB) and IT Knowledgebase.
  • Manage and deliver operational and computer release projects.
  • Monitor infrastructure and system performance and functionality for proactive management and prompt responses to any service failures or outage.

About you

  • A sound technical qualification and knowledge e.g technical tertiary certification, IT certification and training attendance certificates.
  • Prior experience in IT or a related field would be advantageous
  • Possess strong communication and interpersonal skills
  • Ability to manage large volume of work
  • Strong analytical and problemsolving skills
  • Ambition and willing to grow in career
  • Solid experience in documentation building and maintenance
  • Results/Solution orientation and focus
  • Exceptional communicator both verbal & written
  • Ability to communicate with business users without using technical jargon
  • Customer oriented
  • High sense of initiative and selfmotivation
  • Ability to manage large volume of work
  • Ability to work under pressure and to deadlines
  • Strong service ethic

What's in it for you?You will be joining a forward thinking, innovative organisation - where you will have access to not just local but global initiatives, cutting edge technology and software, alongside a competitive salary, flexible working and staff benefit scheme.
You will be joining 2023 Top Employer US, Europe and New Zealand.
This is an amazing opportunity to truly partner with leaders to help drive business improvement.

If you're ready for your next challenge, then APPLY NOW - our vibrant and fun team can't wait to meet youAs an employer who embraces Equal Opportunity and promotes diversity, we encourage persons of all ages and background to apply.

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