Help Desk Analyst

2 weeks ago

Hamilton, New Zealand Hill Laboratories Full time

Hill Laboratories is New Zealand’s leading analytical testing laboratory. We supply a broad range of laboratory tests to a broad spectrum of customers. We utilise the latest technologies to provide the most accurate and reliable results in the industry. We are passionate about using technology to solve ever increasingly complex problems. We recognise that advances in technology enable us to improve how we work by delivering ‘game-changing software’.

**The Role**

We are embarking on some exciting projects which will see our service offering grow over the coming months. To support this we are seeking to expand our IT team to meet the high levels of customer satisfaction that is expected of us.

We are looking for an enthusiastic professional with excellent written and verbal communication skills. You will be answering calls, transcribing problems and, with a little training, solving the problems too. You will be the voice of Hill Laboratories, the first person that our treasured customers speak to when they have a problem. For us to trust you with our customers, you will need to be able to think on your feet, assessing the problem at hand and drawing on your training to reach a rational solution. You will also need to be polite and above all patient.

The support team is a critical part of our IT operations. You will contribute to servicing requests to meet SLAs. Your responsibilities will include working with stakeholders to resolve customer issues ensuring service meets the highest standard.

This is a permanent full time position, based in Hamilton.

**About You**

You are a natural-born trouble-shooter who can think through a problem logically and drive to the root cause. You have excellent communication skills and can build relationships whilst efficiently collaborating with other teams. You also show a natural inclination for leveraging approved process and escalation procedures.

In addition to the attributes given above, you will need the following skills to succeed in this role.
- Proficiency in utilizing ticketing systems such as JIRA service desk, Zen desk etc.
- Experience in supporting Microsoft product offerings such as Office 365, Windows 10 etc.
- Demonstrated expertise in delivering technical support for hardware devices such as PCs, laptops, and printers.
- Strong problem-solving abilities.
- Demonstrates a keen interest and aptitude for staying up-to-date with technological advancements.

**Supplementary skills**:

- A relevant IT qualification.
- Exposure to mobile platform and Web technologies.

**Our Benefits**

Hill Laboratories is a commercial provider of analytical services to a wide range of customers in New Zealand and overseas. We provide an excellent environment for fostering and developing talent and enabling innovation in a family-friendly, values driven and mature New Zealand owned business.

Our team gain value from a wide range of benefits such as the opportunity to work 1 day a week from home (if required), job related learning and development opportunities, subsidised employee schemes as well as more holistic benefits such as social events and health initiatives.

The role is a full-time position and applies to New Zealand Citizens, Permanent Residents and valid NZ work visa holders only.

**How to Apply

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