Systems Support Analyst

4 days ago

Hamilton, Waikato, New Zealand Southern Cross Health Insurance Full time

About UsWe're a not-for-profit organisation on a mission to transform ourselves and empower New Zealanders to live their healthiest lives.With almost a million members in our care, we are New Zealand's leading health insurer.We have an unstoppable focus, delivering outstanding experiences to our members in their time of need.
This is an exciting time to be part of our journey and in return for your extraordinary talent, we'll provide a high performing values-based team environment where people are at our heart.About The RoleAs a Systems Support Analyst, you will be accountable for delivering best imaginable customer experiences by providing technical advice and support to Southern Cross employees.Responsible for professionally responding to technical support requests, this includes receiving, prioritizing, documenting and actively resolving end user help requests and incidents.
Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on assistance at an entry level.This position requires willingness to work varied shifts from time to time.
The incumbent may also be called upon to work on special projects or take on additional tasks from time to time.Managing CustomersServing as the first point of contact for customers seeking technical assistance over Self Service, phones and onsite.Performing remote troubleshooting through diagnostic techniques and pertinent questions.Determining the best solution based on the issue and details provided by customers.Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.Improve client references by writing and maintaining documentation in Knowledge base.EscalationsEnsure tickets and requests are escalated accordingly and on time.Submit and follow-up on case escalations as required with a drive for results.KPIs and SLAsEnsure that tickets and requests are resolved or escalated within the defined SLA.Document internal timelines for resolved incidents where a root cause analysis is required.System RequirementsUse of ServiceNow for the Support Centre.Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution.About YouPersonal profile must have:A technical, logical thought processProblem-solving skillsAn ability to stick to strict deadlinesAn ability to prioritize and delegateA keen eye for detailSpecific Job Skills Must HaveProven experience as a help desk technician or other similar customer support role in IT.Tech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication and collaboration skillsCustomer-oriented and cool-temperedWindows, Office 365, Azure, Active Directory knowledge, MS Teams, AutopilotNgakau nui.
Ahurutanga.
Tikanga.Join a proud diverse team, that's always there, always real, always true.
If you thrive in a caring, honest and open culture, we think you'll love working with us.We know that it is our team's culture and wellbeing that will drive us forward.
That's why we prioritise not only professional development opportunities but opportunities to thrive personally, too.
We offer exceptional work/life balance and our employees are encouraged to – and rewarded for – living well.Southern Cross Employee Benefits IncludeFive days of wellbeing leave per yearHealth insurance for you and your immediate whanauLife insurance cover and discounts on pet and travel insuranceExtra parental leave benefits and financial wellbeing supportParticipate in our workplace wellbeing programme.That's not all.
Need more time to study, volunteer or support your whanau?
You'll have the opportunity to purchase flexi leave.
Each year, you will also get to take part in a volunteer day, to contribute to a cause or community with your team.Our commitment to LGBTQIA+ and minority communities is reflected in our culture, and we run a regular Diversity and Inclusion Forum to help ensure this continues to flourish.If you share our commitment and passion, then apply now
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