Service Desk Lead
2 weeks ago
Application Close Date: 27-Aug-2023
Location:
Auckland
Category:
Support Office
Position Type:
Full Time
Job Reference:
ENZ/1742413
Based in Mt Wellington, Auckland
Attractive Staff Benefits
Flexible Working Arrangements
Be a part of a Great Team
Full-time, Permanent position
About the Role
Are you a skilled Information Technology (IT) professional with a passion for delivering exceptional user support? We are seeking a Service Desk Lead to join our team at Omexom NZ and play a pivotal role in providing top-notch IT Service Desk assistance to our valued users.
As the Service Desk Lead, you will serve as the primary point of contact for all incidents and service requests from users of Omexom.
In this critical position, you will ensure seamless communication and efficient resolution of user inquiries, contributing to the overall success of the IST team.
Key Responsibilities:
Manage and supervision of IT Service Desk resources to provide a staffed service.
Delivery of small IST projects (Infrastructure or Systems)
Provide timely and effective support to users, resolving technical issues, answering queries, and guiding users through IT processes.
Collaborate closely with the IST team to escalate and prioritize complex issues, ensuring a swift and satisfactory resolution.
Uphold the standards outlined in the IST Service Catalogue to ensure user expectations are consistently met and exceeded.
Provide an after-hours on-call support service to business units.
Configure, prepare and supply devices to business units (PC, laptop, tablet).
Analyse trends in user inquiries to identify areas for improvement and proactively suggest enhancements to the IT Service Desk process.
Maintain a customer-centric approach, ensuring a positive user experience with every interaction.About you
Relevant qualification in Information Technology or a related field.
Proven track record in supervising and operating within an IT Service Desk environment.
Demonstrated ability to cultivate, sustain, and enhance a positive team culture.
Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
Excellent interpersonal skills, capable of effectively communicating, evaluating, prioritizing, responding to, and handling interactions across diverse personalities and viewpoints.
ITIL qualification or familiarity with IT Service Management (ITSM) principles and tools is a plus.
What's in it for you?
Company provided health insurance for employees and dependents
6% Kiwisaver employer contribution and 9% after 10 years of service
Flexible working options
Opportunity to buy company shares with our parent company VINCI Energies
Who are we?
Omexom is part of a global family of energy infrastructure services providers operating under the VINCI group which is a world leader in concessions, energy, and construction, operating in more than 120 countries worldwide.
With our 1,000+ employees in 29 locations nationwide and $328M in revenue, Omexom has long-standing partnerships with Vector, Transpower, Auckland Transport, and Firstgas, while servicing our newer clients Auckland District Health Board, Powerco, and City Rail Link Limited.
In Aotearoa, Omexom is well positioned through this international network with shared values and vast resources, and a continued commitment to safety, excellence, and sustainable solutions.
Only applicants who are eligible to work in New Zealand and meet our requirements will be considered for this position.
Applications close on Sunday, 27th August 2023.
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