Lead Service Desk Technician

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Government Full time
Mō mātou - Our Organisation

At Kāinga Ora, ours is the important responsibility of transforming New Zealand's housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive.

What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders' lives.

With skills, planning and purposeful action, our people are creating the homes and neighbourhoodsthat will build Aotearoa's future.

At Kāinga Ora, ours is the important responsibility of transforming New Zealand's housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive.

What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders' lives.

With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build Aotearoa's future.
Our Lead Service Desk Technician is off on maternity leave.

We have a fixed term opportunity available until May 2024 for savvy service desk analyst or lead, ready to make their mark with us.

Ngā mahi

  • What you'll do
The Service Desk Team is the front door to Technology services at Kāinga Ora.

The Lead Service Desk Technician is a key to the provision of this service by assisting the Service Desk Team Leader with the management of the Service Desk Team.

This will be achieved by coaching the Service Desk Team, managing escalations, ensuring SLA's are met, process improvement, and other duties with a focus on user experience at Kāinga Ora.

The role comprises a mix ofskills including technical knowledge, troubleshooting, customer service and process improvement.

Ngā haepapa - What you'll be responsible for

The Lead Service Desk Technician will:

  • Assist the Service Desk Team Leader with day-to-day management of the team
  • Assist the Service Desk Team Leader to meet Service Levels and ensure workload is being maintained
  • Train and mentor staff as part of their career development
  • Provide excellent customerservice, maintaining positive interactions with customers
  • Manage Incident and Request escalations with support from the Service Desk Team Leader
  • Ensure that Incidents and Requests are categorised correctly and help find trends
  • Support problem identification
  • Train and mentor staff as part of their career development
  • Manage incidents with external Service Desks provided by our vendors/partners
  • Monitor Issues from start to resolution
  • Communicating updates to relevant affected parties
  • Create and update documentation used to resolve incidents, issues and problems
  • Work with the Service Desk Team Leader to improve Service Desk processes to increase quality\efficiency
Ngā pūmanawatanga ōu - What you'll need
To be successful in this role the Lead Service Desk Technician will have:

  • Previous telephone and Service Desk support experience.
  • Ability to train, develop, and lead the Service Desk Technicians to succeed.
  • ITIL Foundation certificate, relevant tertiary qualifications, or similar experience.
  • Excellent demonstrated customerservice experience and/or qualifications.
  • Knowledge and understanding of a variety of technical solutions
  • Ability to keep knowledge current from a business perspective and a technical perspective
  • Ability to deal promptly with customer queries and requests and take responsibility for meeting customer needs within the agreed timescale
  • Excellent communication skills both written and verbal; complaint handling and listening skills developed to a very high degree
  • Excellent problem solving and analytical skills.
  • This position does require some work outside normal business hours. There is also a requirement to perform standby duties on a rostered basis
Tūhono mai - Join us
Applications close on 15 May 2023.

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