Service Desk Analyst

4 months ago


Auckland City, New Zealand Imara Limited Full time

Career role with scope to grow technical skills in networking & systems admin
- Ad further value to the Service Desk Team by working collaboratively
- Auckland CBD with views of the harbour, a team culture r& inspired leadership

**The Company**
With $4b in assets and $90m in profit, this New Zealand Publicly Listed multi disciplined firm has experienced unprecedented growth across New Zealand.

**The Role**
Based in their Auckland Head Office, and reporting to the Head of Operations, your role is accountable for resolving Level 1 Technical issues.

As part of the Service Desk team, you will be working in a fun, energetic team to provide IT support for staff including end-to-end incident and service request management, IT is important to have visibility of all information including 1st & 2nd level support activities and remote support including software distribution and end-user administration tasks.

The role of an I.T Service Engineer is to be a single point of contact for end-user requests and incidents. The are to be triaged and processed in a way that yields high end-user satisfaction and experience. The IT team prides itself with a great reputation service across the group company, at the same time finding ways that minimize overall cost to deliver.

**Key responsibilities**
- Triage incidents received through Freshservice or similar ticketing workflow and resolve or assign incidents as required.
- Reply and record information when dealing with end-users & keeping end-users/key stakeholders informed of incident/request status. There must be enough information to allow another agent to understand and assist with resolution in your absence.
- Assisting end-users with use of hardware, software, operating systems, printing, phone, and network systems where required.
- Contact service providers to get faults attended and resolved.
- Classify incidents and requests correctly so data can assist with problem management.
- Attempt First Contact Resolution (FCR) for incidents & requests where practical.
- Accepting requests for service and managing the requests to satisfactory completion
- Coordinating the efforts of resolvers and 3rd parties to solve incidents as a Single Point of Contact (SPOC) for end-users.
- Producing documentation (routing and resolution scripts) based on lessons learnt and trend analysis of tickets.
- Update documentation when required or provide documentation to Subject Matter Expert (SME). This document to be written with end-users’ point of view. Subsequently, end-users can self-serve through Frequently Asked Questions on the portal.
- Any other tasks that you may be expected to do as part of IT Service delivery.

**Skills and experience**
- A technical qualification in IT or equivalent experience.
- Previous experience on a busy, customer focused service desk is advantageous.
- Experience in Microsoft 365 platform and server/systems management
- Ability to have courteous attitude when dealing with end-users in a calm manner.
- Experience with remote management and patching tools.
- Basic understanding of CLI and installs of software.
- Ability to troubleshoot connectivity and printing issues.

**Remuneration**
You can rightfully expect the remuneration package reflects the seniority of this role. Please call Barry Hardy on the number below to discuss further.

Those expecting a salary range between $60,000 and $70,000 are encouraged to apply.

**Conclusion**
This is a meaningful career opportunity to drive service excellence for our client and leave an indelible mark on the organisation.

Applications are encouraged, do not delay in responding with a letter of introduction explaining why you feel you align to the core requirements of this role and a resume highlighting your career journey to date.

Do not hesitate in contacting **Barry Hardy on 027 654 4653** for an “in confidence” conversation.


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