Desktop Support Analyst

**About the business and the role**
SLR is an employee-controlled international environmental consultancy with a globally recognised reputation for providing high quality tailored services. With offices across APAC, Europe, North America and Africa, SLR is one of a very small number of truly international specialist environmental consultancies.
- We provide global consultancy advice and support on a wide range of strategic and site-specific issues to a diverse and growing base of business, regulatory and governmental clients.
- Our dedicated IT department are responsible for providing technical support to our 550+ staff located the APAC region - Australia, New Zealand and Singapore. We have an exciting opportunity for an energetic and personable individual to join our team in our Auckland office.
- Ideally, we are looking for a motivated and enthusiastic IT Desktop Support Analyst, who is a good team player, has excellent people skills, a thirst for IT knowledge and eager to troubleshoot and assist the SLR staff in the APAC Region.Key Responsibilities

**Job tasks and responsibilities**
Your main responsibilities will include (but are not limited to):

- Diagnosing and resolving technical hardware and software issues
- Respond and diagnose 1st Level escalations
- Provide guidance and mentorship to the Level 1 Service Desk staff as required
- Provide exceptional customer service to all our staff across the Asia Pacific region
- Responding to requests for technical assistance in person, via phone, or electronically and advise on appropriate action
- Identifying and escalating situations requiring urgent attention
- Research questions using available information resources
- Follow standard Service Desk procedures and log all Service Desk interactions
- Staying up to date with system information, changes and updates
- Working with vendor support contacts to resolve technical problems with desktop computing equipment and software.
- Redirect problems to appropriate resource and teams
- Working with the Regional and Global team to implement new IT technologies and projects.
- Solving problems efficiently, whilst implementing sustainable solutions
- Track and route problems and requests and document resolutions

**Skills and experience**
- 4+ years in a similar service technician role
- Solid experience supporting Windows 10
- Understand underlying Windows Services and Frameworks
- Experience with Active Directory & Microsoft Office Products
- Exceptional customer service delivery
- Excellent written and verbal communication
- Exceptional problem-solving techniques
- Ability to Troubleshoot hardware & software problems
- Understand and diagnose networking issue
- Ability with replacing failed hardware on both desktop and laptop PCs
- Ability to work autonomously and in the Team
- Ability to support and mentor junior staff
- Experience with an IT Service Management tool
- Self-sufficient and able to act autonomously, as well as working in the Team
- Excellent attention to detail and quick response rate
- Able to work with tight timeframes to meet internal client needs
- Highly organised, excellent analytical thinking skills and problem-solving abilities
- Ability to troubleshoot network, software problems and hardware problems over the phone

**Our benefits at SLR include**
Our culture is unique where we work together to collaborate on projects to get the best possible outcome for our clients. Whether you’re working in the office, from home or a mix of the two, we recognise that every person is different, and our benefits aim to ensure that we cater for all, including:

- Hybrid work model (in-office & from home) - you choose where you work best.
- Extra paid purchased leave up to 10 days so you can re-energize, help others, support family, or focus on your own professional development.
- Inclusive parental leave policy that supports all parents throughout their parenting journey which includes 12 weeks primary carer and 4 weeks secondary carer leave.
- Learning and development which includes a mapped career progression path, study assistance and up to 3 professional memberships subsidised by SLR.
- Employee Assistance Program to support your physical, mental, and social wellbeing.
- Other benefits include regular office social events, service anniversary awards, salary sacrificing (novated car lease) and a corporate uniform shop where you get $80 annually to spend.

We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted with gender diverse interview panels to the best of our ability.
- When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.- Unsolicited resumes from recruitment consultants will not be accepted. You must be part of the preferred supplier agreement list which is coordinated through our Talent Acquisition team._

Country
- New Zealand

Office
- Auckland