Service Desk Analyst
10 hours ago
Permanent Role Based in Mount Wellington
- Competitive Pay Rate
- Great Opportunity For Someone Looking For Career Progression & Growth
**About The Role**:
The primary purpose of this role is to provide Level 1-3 support services for business users with the goal of providing first point of contact resolution, resolving issues and identifying problems for business users.
**Perks**:
- Kiwisaver
- Retail, health & wellbeing discounts
- Onsite Parking
**Key Duties In This Role Include**:
- Ensure correct and effective support of hardware and software as per service level agreements.
- Provide the first point of contact and support for information technology-related problems. Providing the user with excellent customer service and fulfilling their request or logging their incident in a timely manner under the correct priority.
- Provide excellent customer service to businesses that contract information services for the maintenance of their computing environment.
- Meet or exceed service level agreements and user expectations.
- Respond promptly to all calls allocated by the Service Desk.
- Maintaining service levels.
- Ensuring call notes are accurate and detailed.
- Accurate data entry of user contact details and description of request/incident - logged under the relevant priority.
- Create and maintain supporting documentation and task work instructions.
- Ensuring call notes are accurate and detailed.
- Call Monitoring and quality assurance checks.
- Distribute and share common troubleshooting information as well as ensure the current knowledgebase articles are up to date.
- Identify and develop service improvement initiatives as time allows.
- Actively seek to improve services, tools and support experience for the Business Users, both within the Service Desk and also other teams.
- Follow up on major incident action items.
- Self-motivated, action-oriented person with initiative, capable of working unsupervised
- Strong ability to work as a member of a team and alongside other team members
- Strong diagnostic and problem-solving skills
- Good oral and written skills are required for communicating effectively with users
- Ability to work well under pressure
- Ability to deal with, communicate and understand the problems and requirements of users, business and IT Managers
- Tertiary qualification in Information Technology, Computer Science or equivalent (preferred)
**Please note we are only accepting applicants currently living in New Zealand with a current working visa
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