IT Service Centre Team Member

2 months ago

Auckland City, New Zealand ETS Full time

**Job no**: 517641

**Brand**: ETS

**Work type**: Full time

**Location**: Auckland, Central, New Zealand

**Categories**: Information & Technology

**Open up the world to those who want to see _ whakatuwhera te ao ki te hunga e hiahia ana ki te kite**

At Flight Centre Travel Group our purpose is to_ 'open up the world for those who want to see'_. Every day, we give people all around the world the opportunity to experience something really amazing - travel

We are looking for a passionate Service Desk Technician to join our Enterprise Technology Services (ETS) division, which services the entire organisation globally. Products within ETS include digital workspace, hybrid cloud, networks, service operations, security and enterprise systems. ETS has been formed to enable a globally consistent service suite while delivering on our core objectives of improving our customer experience, reducing risk and optimising the cost of our delivery.

The main aim of the Service Desk Technician is to be the technical face and voice of ETS to a diverse customer base. In this role you will have a broad understanding of Flight Centre's full Technology offering, as well as having the specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE).

**About this role**:

- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Escalate incidents with accurate documentation to suitable technician
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Basic desktop repair when needed (if you are unfamiliar with this, you will be taught how)
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Develop help sheets and FAQ lists for end users
- Contribute to technician knowledgebase as needed
- Reinforce SLAs to manage end-user expectations

**Background & Experience**
- An analytical mind, with proven trouble shooting and problem solving skills
- Demonstrated communication skills and a strong customer focus
- The ability to work under pressure and reach tight deadlines
- Adaptability - able to quickly learn/understand new IT Systems & processes
- Previous knowledge and experience with travel management systems would be a bonus i.e. Galileo, Sabre or Amadeus
- Base level IT Certification, ITIL certification or experience, Enterprise environment experience, Degree qualification in IT or similar would be preferred but is not essential

**Some of our benefits. Ngā mea e tukuna ana e mātou**
- A fun and connected culture, awards, conferences, national and global celebrations
- Quarterly ‘buzz nights’ to celebrate with our people, recognise success and just have a great time (if applicable)
- We actively encourage and support professional development and brightness of future #BOF
- An Inhouse health and wellbeing team providing free consultations, webinars, courses and global challenges
- Free financial planning advice
- Discounted personal travel
- We’re a global company, with global opportunities - including the option to work overseas in the future if you need more travel in your life (who doesn’t)
- Study, educational and volunteer leave
- Multiple leave policies to meet your personal needs
- Employee engagement surveys
- Hybrid working environment for work life balance

**About Flight Centre. mō mātou Flight Centre**

Put simply, we’re a bunch of travel lovers looking for more travel lovers to join our family.

Over the past 40 years, we’ve celebrated many important milestones and today, we are proud to be an award-winning global travel retailer. This year we are SO proud to have been listed as excellence awardees at the HR Awards New Zealand, for the Employer of Choice Award AND the HR Team of The Year award

**Come as you are. Nau mai, whakatau mai**

We believe that every individual is equally important and has access to all the same opportunities and rights. We work as a community with accessible leaders and we embrace diverse cultures, backgrounds and perspectives. We have an irreverent culture of taking our business seriously but not ourselves.

So come and join our team of Flighties, and help us open up the world to those who want to see.

**tono mai**

**#LI-LH1

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