IT Service Desk Analyst

2 weeks ago

Manukau, Auckland, New Zealand Scentre Group Full time

Job no: 497697

Work type:
Fixed Term Full Time

Location:
Auckland

Categories:
Customer Service, IT

Why Scentre Group?
Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand. Our purpose is to create extraordinary places, connecting and enriching communities.


We partner with the world's leading retail brands to create the places more people choose to come, more often, for longer.

Our 42 physical destinations are the heart of our business because we are passionate in our belief that people want to come together in the real world.


We are ambitious to grow, by expanding and enhancing the total Westfield experience through technology, digital products, data and differentiated customer experiences.


Your Opportunity


As a Service Desk Analyst, you will provide exceptional customer service by driving first contact resolution of basic technical challenges.

Escalating issues when necessary to ensure our people have a great technology experience.

You will have exceptional customer service and engagement skills and will always strive to put the customer first.

Although this role is based in our NZ Support Office, you will be part of the NZ and AU Technology team.

This is your opportunity to take ownership of this role and really make it your own.


You will be based onsite at our Newmarket Support Office 5 days a week, but also be required to travel to our four Auckland destinations on occasion, so you will need to have your own vehicle and a valid driver's license.


You will have overall accountability for:

  • Diagnose, troubleshoot and resolve hardware and software problems for Scentre Group employees in both NZ and AU
  • Install and configure new end user hardware and software on various devices including desktops, laptops, mobile devices and peripherals
  • Provide accurate and timely solutions to end user problems with a focus on first point resolution
  • Log, escalate, update and document all service desk incidents, requests and problems
  • Work with level 2 teams to ensure all the relevant information is provided to support customers on escalated issues
  • Comply with relevant security, privacy and data protection standards
  • Write and update processes and policies and peer review articles
  • Review upcoming changes that may impact BAU
  • Function as part of a rotating on call team
  • Support local living destinations across New Zealand

What will set you apart from the rest?

  • Passion for customer service and interaction
  • Managing and resolving level 1 technical issue including tickets, calls, walkups and instant messages
  • Approaching technical issues and problems in an analytical and solutions focused manner
  • Basic support of end user devices, Windows 10/11, Mac OS, iOS and Android
  • An understanding of ITIL and ITSM (Incident / Problem / Change / Request Management) practices
  • Device imaging, Group Policy, printing and MDM
  • Excellent verbal and written communication skills
  • Actively listen and work with two other team members in NZ and the wider AU team
  • Able to build a strong and professional rapport with a wide range of internal and external IT vendors and stakeholders
  • Remain calm and focused during busy or complex situations
  • Able to listen to and action feedback
  • A team player with a highly professional approach
Our diverse and inclusive workforce is not only something we're proud of, but something we're committed to. We encourage and support our people to bring their 'whole selves' to work every day.

This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve.

Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity.


Advertised: 03 May 2024 New Zealand Standard Time

Applications close: 20 May 2024 New Zealand Standard Time

**_Scentre Group exclusively recruits for roles based in Australia and New Zealand. If you are contacted regarding employment opportunities with Scentre Group based in any other country, we encourage you not to disclose any personal information. _

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