Service Desk Technician

**We're looking for a**
**Service Desk Technician - Auckland**

We are seeking a talented and enthusiastic Service Desk Technician to join our growing Cornerstone family. You will be primarily be responsible for providing first & second level desktop computer support to our users. You will be working closely with the Corporate Technology Services team to troubleshoot and resolve issues related to PC and Macintosh devices. The team works in a fast-paced environment so it’s important that you are able to multiple priorities while maintaining a professional can do attitude. At the end of the day you will be a part of meeting or exceeding our teams level of service commitment.

**In this role, you will...**
- Undertake first level problem resolution for all IT services and ensure service desk responsiveness and first call resolution rates are in line with business unit’s requirements
- Ensure the end-to-end problem management process is established in accordance with industry best practices and is used by all suppliers
- Keep the service desk documentation up to date
- Provide user training in person and remotely across New Zealand and other APJ regions such as Sydney and Singapore
- Communicate problem severity definitions and service levels to end users to ensure consistent understanding of the problem resolution process
- Supply and install new desktop equipment and software, including printers, scanners and other desktop peripherals as per well-established procurement procedures
- Update asset management system to track desktop equipment and software, including license management
- Provide onboarding training for new employees covering the desktop computing environment and the specifics of their devices

**You’ve got what it takes if you have...**
- 2+ years of experience working on a Service Desk
- 2+ years of experience troubleshooting Office 365 Productivity Suite, SCCM & JAMFs
- Associate degree, technical certificate or equivalent work experience
- Strong understanding of ITIL Foundations and prior administration experience of ServiceNow or Other ITSM tool
- Understanding of MS Windows and Mac OS Operating Systems
- Excellent technical documentation skills is a must
- Strong analytical, troubleshooting, and problem-solving skills
- Must be a quick learner with exceptional communication skills
- Consideration for privacy and security obligations
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

**Extra dose of awesome if you have**
- HDI Certification
- ITIL Certification
- IT Security Awareness - HIPAA, FedRAMP, SOC II

**Our Culture**:
Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you

**What We Do**:
Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 75 million people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

Check us out on Linkedin, Comparably, Glassdoor, and Facebook

LI-AS1