Service Desk Analyst, Data

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Government Full time
Service Desk Analyst Advert (6 month Fixed term/Secondment)

  • Be part of the national transformation in health
  • Opportunity to thrive in a fastpaced and dynamic environment
  • Flexible working fully supported to balance your work and lifestyle
  • Wellington or Auckland


Join our Data and Digital Services Centre team, where you will be responsible for resolving incidents and service requests for our customers.

Ko wai mātou | Our Organisation

It's not very often something happens that's big enough that it will touch the lives of every single person in the motu.

That's what we're talking about here. The provision of health services in Aotearoa, and how they are delivered, is changing in a big way.

Te Whatu Ora-Health New Zealand and Te Aka Whai Ora-Māori Health Authority will together shape the delivery of health services in Aotearoa for generations to come and will form the core of a modern and integrated service looking after the needs of all our whānau.

Te Whatu Ora is 'the weaving of wellness'. Whatu is the combining together of people, resources, organisations, thoughts and actions for the betterment and wellbeing of all.

Whatu is also a direct reference to the pupil of the eye, and the vision required of the new entity and system.

Join us in this mahi...

Te whiwhinga mahi | The Opportunity

Joining our Data and Digital Services Centre team, you will be responsible for resolving incidents and service requests for our customers.

You will perform Incident, Request, Problem, and Change management processes for Service Support calls, drive and process improvements that benefit the end user, and ensure our customers are kept informed throughout the process.


Some of your responsibilities will include:

  • Receive, manage and help to resolve online, chat and phone initiated technical issues and inquiries.
  • Monitor all technical issues and inquiries to ensure they are managed within Service Level Agreements
  • Resolve as many technical issues and inquiries at the first point of contact
  • Contribute to the knowledge base by adding new information as it is discovered
  • Collaborate with the wider Data and Digital support teams to resolve technical issues and inquiries.
  • Promptly escalate High Priority Incidents to the relevant support teams and Incident Manager
Our Services Centre team supports a variety of systems. We have a strong client-centric focus and aim to be professional and easy to work with. There are opportunities to grow and learn constantly

Mōu | About you

You will be an enthusiastic, flexible, customer centric professional, and an adaptable team player with a desire to help others.

You will bring along your positive 'can-do' attitude and optimistic approach to problem solving and bring along your exceptional organisational skills with the ability to prioritise and deliver across multiple work streams.


Ngā pūkenga me ngā wheako | Skills and experience:

  • A relevant formal qualification (or equivalent experience), such as certificate in Business Computing, Diploma in Information and Communications Technology or National Diploma in Computing Support.
  • Previous customer service or service desk experience in a technical environment
  • ITIL Knowledge and an understanding of the ITIL Principles, in particular incident and problem management in a Service Desk environment
  • Experience with Windows operating systems
  • Effective interpersonal, oral and written communication skills and the ability to relate to a wide range of people at all levels of the organisation
  • Excellent analytical skills and information seek abilities
  • Proven ability to quickly pick up new systems and software
  • Demonstrated experience, resilience, and customer focus in a technical environment
Previous work experience in the health sector would be beneficial for success in this role.

This role requires and/or would benefit from the following

  • Competency with te ao Māori, tikanga, and te reo Māori or a willingness to learn and grow
Nau mai, uru mai | Come and join us

Te painga o te mahi tahi me matou | Benefits

This is a truly rewarding role where you will come to work each day making a difference, leading change, and creating capabilities across our health service.

Te Whatu Ora supports flexible and hybrid working and offers learning and growth opportunities to staff.

Me pēhea te tuku tono | How to apply

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