Customer Services Analyst

2 weeks ago

Hamilton, Waikato, New Zealand New Zealand Government Full time

Where you'll be working:
Information Services - Customer Service Centre

The details:
Permanent Full time - 40 Hours per week

Te whiwhinga mahi | The Opportunity

We are seeking a Customer Services Analyst, who will work in a team environment and have a passion for delivering customer service in the health environment.


We are looking for someone who:

Is a team player with a "can do" attitude

Strives for customer service excellence

Enjoys working in a fast paced environment where they can make a difference in supporting our health professionals

Is technically savvy with a passion for solving problems

Aspires to progress their career in the IT/Customer Service industry with Te Whatu Ora -Health New Zealand

If this sounds like you, read on.


As a key member of the Customer Services Centre, you will provide services and IT support within the Service Desk team.

You will ensure that SLA responses and resolution targets are met.

A service orientated approach to problem solving is essential, as well as the ability to work closely with other members of the IS teams and our customers.


The position requires a key focus on information management, to communicate effectively and ensure regular engagement with stakeholders regarding the progress and any changes to anticipated resolution time.

We are continually looking at improving our service to our customers but equally to our employees. There is never a dull moment in our Customer Services Centre - we are busy, we work hard and we have FUN

Click here to view the position description.
(Please note position descriptions can only be viewed on the Te Whatu Ora - Waikato website.)

Mōu | About you
Required skills & experience you will need to be considered for this role:

IT tertiary qualification or equivalent of at least 2 years industry experience in IT support

ITIL, Microsoft certified qualification (desirable)

Knowledge of working in a SAFe Agile environment

Previous experience in a customer service role, Call Centre and / or Service Desk

Technical problem analysis and a proven approach to troubleshooting of hardware and software

A critical thinker who can demonstrate initiative, make decisions and articulate the process used

An excellent command of the English language and the ability to communicate with people of all levels within the organisation

An ability to get a good understanding of our business, its people, objectives, systems and processes

You must have New Zealand residency and be eligible to work in New Zealand

Ko wai mātou | Our Organisation
Te iwi Ngakaunui - People at Heart

Whakamana - Give and earn respect

Whakaronga - Listen to me; Talk to me

Mauri Pai - Fair play

Whakapakari - Growing the good

Kotahitanga - Stronger together

It is not very often something happens that is big; like, really big. Big to the point that it will touch the lives of every single person in the country. That is what we are talking about here.

The provision of Health in Aotearoa New Zealand, and how its run is about to change 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 New Zealand for generations to come, and will form the core of a modern and integrated service looking after the needs of all our Whānau.

We are dedicated to achieving health equity for Māori and other priority populations. We are a Crown entity and an active partner in Te Tiriti o Waitangi.

Te Whatu Ora - Health New Zealand is guided by Te Tiriti o Waitangi and is committed to upholding the articles.


Here at Te Whatu Ora - Health New Zealand, Waikato we have a team of 8,000 working across the Waikato where everyone plays a vital role in the care of our patients - directly or non-directly.

Our vision is Healthy People. Excellent Care.

Te Whatu Ora, Waikato serves the largest Māori population and third largest Pacific population in Aotearoa New Zealand.

Waikato Hospital in Hamilton is one of New Zealand's largest tertiary, teaching hospitals with over 600 inpatient beds and 22 operating theatres.

Clinical specialities include Women's and Children Services, Cardiology / Cardiothoracic Surgery, Oncology and Haematology, Surgical services, and Mental Health and Addiction.

Waikato Hospital is the Midland regional referral centre for multiple specialties including trauma surgery, oncology, and neurology.


We are a values-based and inclusive organisation that is committed to deliver the best health outcomes for our total population.

Reflecting the population we serve is an important part of the care we deliver to the community. We strongly encourage applicants from all backgrounds with the necessary capability and who share our values to apply. We proactively develop pathways that maximise opportunity for Māori and encourage Māori to apply.

He aha Waikato
Waikato is the fourth largest region in Aotearoa New Zealand and

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