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Service Desk Analyst

4 months ago

Hamilton, New Zealand Absolute IT Full time

Hamilton- Helpdesk & Support- Competitive- Full Time- Contracting- 15 Feb 2024Join a dynamic team as a Service Desk/IT Help Desk Specialist

**Position: Service Desk/IT Help Desk Specialist**
- **Location**: Hamilton, NZ
- **Rate**: NZD $35 P/H
- **Duration**: 6 months (with potential for permanent position)

**Key Requirements**:

- **Experience**: 2-3 years in Service Desk, voice customer service, and support with problem-solving in hardware, software, and networks.
- **Certifications**: Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification. ITIL knowledge of V2 or V3, especially in Service Desk, Incident, Problem, and Change Management.

**Responsibilities**:

- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate relationships with vendors and support staff for problem resolution.
- Administer and provide user account provisioning.
- Use Incident Management System to document and manage problems and work requests.
- Assign work orders/incidents to appropriate support teams and follow up until closure.
- Escalate complex problems to appropriate support specialists.

**Technical Requirements**:

- Phone support experience necessary.
- Technical Service Desk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.

**Skills**:

- Hands-on experience with Windows 7, Windows 10, Windows Server 2008, Windows Server 2012.
- Active Directory, Exchange 2019 online and on-prem.
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
- Internet browsers (Explorer, Chrome, Edge).
- InTune MDM, SAP - user provisioning and maintenance.
- MS Office Suite (Office 365), MS Teams & SharePoint Support, SCCM.
- Desktop EUC tools, ITSM ticketing tools such as ServiceNow.
- Expert knowledge of Corporate VPN technologies.
- Support for laptops, desktops, and manufacturing and corporate printing environments.

**for this exciting opportunity