Service Desk Technician X3

2 weeks ago

Wellington, Wellington, New Zealand New Zealand Government Full time
Mō mātou - Our Organisation
Building better, brighter homes, communities and lives.

What is exciting about working for Kāinga Ora is getting the chance to use our skills and knowledge to create the homes and neighbourhoods that will make a real and positive impact on New Zealanders' lives and build a better future for Aotearoa New Zealand.

We are passionate about transforming New Zealand for the better.

This includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.

Our People, Governance and Capability group

The People, Governance and Capability group focuses on ensuring that Kāinga Ora is a great place to work and that our people have the processes, technology and other support they need to be successful.

The People, Governance and Capability group supports our decision making and regulatory compliance, leads our approaches to risk management as well as health, safety and security, organisational change and continuous improvement.

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

The Service Desk Technician is key to the provision of this service, managing direct customer response, level 1 support, and escalation to other teams and resolution of incidents and requests from all users at Kāinga Ora.

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

Ngā rōpū whaihua - Who you'll work with

Key Internal Relationships:

  • All Kāinga Ora people
  • End User Technology Team
  • Application Support Team
  • Technical Operations

External Relationships:

  • External Technology Service Providers (e.g. Vodafone, Datacom etc.)
  • Partners in Government (e.g. MSD, HUD, Corrections)
Ngā pūmanawatanga ōu - What you'll need
To be successful in this role the Service Desk Technician will have:

  • Previous telephone and Service Desk support experience.
  • ITIL Foundation certificate, relevant tertiary qualifications, or similar experience.
  • Excellent demonstrated customer service 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.
Nōu te rourou - What's in it for you?

As a Kāinga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need.

We want to ensure you are healthy and have work-life balance.

We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.

Tūhono mai - Join us
Applications close on Tuesday 16th May 2023.

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