Technical Help Desk Analyst

6 days ago


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

About This Role

This Systems Support Analyst position is a key part of our IT team, providing technical assistance and support to employees across the organization.

You'll play a critical role in ensuring our technology infrastructure runs smoothly, and our employees have access to the tools and resources they need to do their jobs effectively.

Responsibilities

As a Systems Support Analyst, you'll be responsible for:

  • Providing technical assistance and support to employees via phone, email, and on-site visits
  • Determining the best solution based on the issue and details provided by customers
  • Documenting internal timelines for resolved incidents where a root cause analysis is required
  • Maintaining the incident ticket database, ensuring incidents are set to the correct priority, state, and are within SLA for response and resolution
Requirements

To succeed in this role, you'll need:

  • A technical, logical thought process
  • Problem-solving skills
  • An ability to stick to strict deadlines
  • An ability to prioritize and delegate tasks
  • A keen eye for detail
  • Proven 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 control
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication and collaboration skills
  • Customer-oriented and cool-tempered
  • Windows, Office 365, Azure, Active Directory knowledge, MS Teams, Autopilot
Culture and Benefits

We value diversity, inclusion, and wellbeing, and offer a range of benefits and a supportive work environment.

  • Five days of wellbeing leave per year
  • Health insurance for you and your immediate whānau
  • Life insurance cover and discounts on pet and travel insurance
  • Extra parental leave benefits and financial wellbeing support
  • Participate in our workplace wellbeing programme
  • Purchase flexi leave to balance work and personal life


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