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Senior Service Desk Technician

1 week ago

Christchurch, Canterbury, New Zealand Canterbury District Health Board Full time

Mo te tunga |About the role Te WhatuOra Health NZ Waitaha Canterbury Information Services Group is looking for anenergetic and enthusiastic Senior Service Desk Support Technician.
This is asenior role within the Service Desk Team which acts as the first point ofcontact for technology related incidents and requests across Te Whatu OraHealth NZ Waitaha Canterbury.
We arecurrently seeking a highly skilled and experienced Senior Service DeskTechnician to join our Information Services Group (ISG) team.
As a SeniorService Desk Technician, you will play a crucial role in ensuring the deliveryof service excellence across all ICT solutions.
This position is for a fixed term (01/05/2024) working full time hours.
Your responsibilities will include: Utilizing technical and customer support skills to promote good working practices within the team.
Providing operational support to team members for administration, management, and problem resolution.
Coaching and mentoring team members on a scheduled basis and identifying training requirements.
Participating in project work to ensure Knowledge Articles and training for the Service Desk Team support new applications/systems.
Engaging with the wider organization to promote iSupport portal/self-service usage.
Acting as an escalation point between other ISG Teams and the Service Desk.
Acting as an advisor to colleagues and customers.
Responding to escalated customer inquiries and managing customer request queues for a timely response.
Reviewing service quality and assisting the Team Leader with metrics reports.
Developing and maintaining administration procedures, knowledge articles, and documentation.
Managing advanced Account Management processes.
Ensuring team members are available to take calls on a timely basis.
Triaging aged tickets and prioritizing for action.
Performing delegated actions for the Service Desk Team Leader during their absence.
Carrying out the role of Incident Manager within ISG as and when required.
Answering phone calls and working on tickets.
Working closely with the Service Desk Team Leader on metrics and reporting stats for continual improvements.
Nga pukenga me ngawheako | Skills and experience Requirements: At least 6 years of experience in the IT industry.
Strong experience in desktop operation support.
Significant technical and customer service experience in a professional industry, in an end-user computing environment, utilizing effective phone and email communication skills.
Experience in day-to-day task management and coordination of activities.
Diploma in Business, Science, Information Services, Engineering, or related field (preferable).
If you area dedicated and experienced Senior Service Desk Technician looking for achallenging opportunity, please apply now.
Mo matou |About Us "Ko ngatangata, te matua mahi - Puttingpeople at the heart of all we do" We arecommitted to honouring Te Tiriti o Waitangi and its principles by ensuring ourpartnership with Maori are at the forefront of all our conversations.
Webelieve in improving, promoting, and protecting the health and well-being ofthe Canterbury and the West Coast community.
The cultureat Te Whatu Ora Health NZ Waitaha Canterbury, is driven by our  a MatouUara (Our Value ??????? s) : Care and respect for others - Manaaki me te whakaute i te tangata.
Integrity in all we do - Hapai i a matou mahi katoa i runga i te pono.
Responsibility for outcomes - Te Takohanga i nga hua Nga hua |Benefits of working at Te Whata Ora [Health NZ] When youwork at Te Whata Ora [Health NZ] you are part of a wider whanau that willsupport you along your journey.
We offer great coaching, mentoring and learningoutcomes for all staff.
We are always improving our facilities across allcampuses and have amazing discounts from select retailers, restaurants andbusinesses.
At the DHB, you are part of something greater than yourself andencouraged to be your unique self.
Tonoinaianei | Apply Now We have arange of clinical and non-clinical roles at Te Whata Ora [Health NZ], therecould be a place for you
Pleasevisit our careers website for other roles and find your ideal fit within TeWhata Ora [Health NZ] Nau mai,haere mai, tauti mai