Service Desk Analyst

1 month ago

Christchurch, New Zealand Spark New Zealand Full time

As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.

We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organizational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.

The Spark Business Group is a collective of specialist, world-class Kiwi businesses, working together to move New Zealand forward in a digital world. We hire best-in-class technology experts who work across our multiple brands to help our business customers unravel complexity and deliver future proof solutions.

Our brands are Spark Health, Spark IoT, Qrious, CCL, Leaven, Digital Island and Entelar Group. Together, these partners and our people make up the largest and most exciting technology and transformation business in New Zealand.

From connectivity, digital infrastructure and the latest in business hardware, to hybrid cloud technologies, customer experience (CX) optimisation, data science and artificial intelligence models, and cyber security expertise, we do it all.

You'll be empowered to work on things that you're passionate about. You'll be given autonomy to deliver on your ideas that contribute to our overall business strategy, and you will never have a chance to get bored. Are you ready to embrace the challenge? Come and build the future and help us, to help New Zealand win big in a digital world.

**About the Role**:
As part of the Service Desk team you will be assisting Corporate, Government, Enterprise and Health customers for all their mobile/fixed line change, new connects and general questions. As well as supporting hardware and other mobile services offered by Spark. We support our customers around the clock, 365 days a year, so you may be required to work weekends, evenings, and public holidays.

**Day to day you will**:

- Accurately assisting customers with new connections, changes and ensuring high first touch resolve.
- Ensure customers are billed correctly and in a timely manner.
- Assist with Process improvements and streamline efforts.
- Ensure a high standard of customer experience is meet at the Service Desk.
- Live and breathe the ambition to deliver the best, world class experience for our customers.

**You will ideally have**:

- 2+ years' experience in a customer service environment such as experience in a contact center or retail environment.
- Relevant knowledge in mobile devices, including Samsung and Apple.
- Relevant tertiary qualification (preferred, but not essential).
- A growth mindset. Willingness to own problems, learn and find the best solution. Comfort with navigating ambiguity. A desire to constantly make things better.
- No problem is too big or too small.

**WHY CHOOSE US**:
**Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai**

At Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be "how things are done at Spark", embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.

**Sustainability: Toitū**

Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand's recovery and economic transformation. The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.

**Benefits: Awhina**

Our people matter and we make sure we look after them. As a valued employee of Spark, we've got our people covered with a range of leading benefits including:

- ** Wellbeing** - Comprehensive medical insurance, life and income protection. Access to wellbeing coaches, EAP and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.
- ** Leave** - in addition to four weeks annual leave, we offer purchased leave, enhanced parental leave payments & support, and study leave.
- ** Spark Credit** - We provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.
- ** Spark Share scheme** - periodically we offer the opportunity to buy into our share scheme.
- ** Career development** - access to an internal marketplace that connects employees with experiential, on the job learning across Spark.

Due to the nature and urgency of this role, we are only considering applican

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