Service Desk Process and Knowledge Lead
2 months ago
**Ko wai mātou | Who are we?**
Te Whatu Ora Health New Zealand manages all health services, including hospital and specialist services, and primary and community care. Hospital and specialist services are planned nationally so they can be delivered more consistently across the country. It also manages national contracts.
Data & Digital has a big role to play in the transformation of health and we invite you to join our exciting journey in supporting the northern region of Te Whatu Ora, our national health system.
healthAlliance, as part of Te Whatu Ora, provides technology services to the Northern Region.
**Mō tō Mātou Rōpū - About Our Team**
- Our Service Desk Team supports and Manages all computers, mobile devices, servers, clinical and business applicaiions used everyday by 28000 healthcare professionals across New Zealand._
**Te Whiwhinga Mahi | The Opportunity**
The Service Desk Process and Knowledge Lead is responsible for facilitating, gathering, analysing, capturing, storing and sharing knowledge and information within the Service Desk team. You will be responsible for the following:
- Develop and manage the Service Desk Knowledge Strategy and Roadmap.
- Develop and maintain documentation for the Service Desk Knowledge strategy, design, standards, process and specifications for the Service Desk Teams use.
- Responsible for overseeing all Service Desk process and knowledge-related activities, including but not limited to the management, capturing, sharing and accessibility of knowledge articles and SOPs.
- Lead the development of procedures that ensure the information required by the Service Desk team is continuously reviewed and updated so that customer requests, queries and incidents can be resolved efficiently.
- Present project knowledge during team meetings and facilitate workshops for the Service Desk.
**Ngā Pūkenga me ngā Wheako - Skills & Experience**
- Tertiary Degree in IS and high proficiency in ITIL
- Minimum 3 years proven process implementation experience
- Experience in a large complex service desk/customer services environment
- Ability to lead and facilitate workshops with excellent written and verbal communication skills
- Strong Technical and Analytical skills - Highly adept Excel skills
- A great team player, with a calm approach, able to make clear decisions in a stressful environment
**What you can expect in return**
- Working in health brings its own special kind of reward and we’re passionate about it. Through our people, there’s a collective drive to deliver professional, sustainable and efficient services, creating a workplace that people are proud of
- A supportive and nurturing team environment with depth of expertise to support you
- Ongoing personal development with personal and professional development opportunities to get involved in
- A flexible and remote enabled working environment
- Acute focus on well-being with dedicated well-being events
- Work phone and laptop provided
**Me pēhea te tuku tono | How to apply**
**Applications Close: Tuesday 28 March 2023
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