Service Desk Analyst

6 days ago

Hamilton, New Zealand Genesis Energy NZ Full time

Reference #- 25944- Posted on- 11 Sep 2024- Closes on- 18 Sep 2024 17:00- Location(s)- Hamilton Office- Expertise- Analyst, Contact Centre, Customer Service, Information Technology- Job level(s)- Entry, Graduate- Work type(s)- Permanent full-time**About us**

Genesis Energy is one of New Zealand's leading energy retailers, supplying electricity, natural gas and LPG to more than half a million customers across the country and providing almost 20% of New Zealand's electricity. We want to be New Zealander's first choice for energy management, striving to deliver new products and services, challenge the status quo, be bold and innovative and take responsibility for our customers and what matters to them.

Between now and 2035, Genesis will play a unique and vital role in energy transition. By joining us, you will play your part in supporting the delivery of innovative energy solutions which will create a more sustainable future for our customers, company and for Aotearoa.

**About the role**

As a Service Desk Analyst at Genesis, you will be at the forefront of delivering exceptional customer service and technical support. This role offers the opportunity to engage with cutting-edge technology in a dynamic and collaborative environment. Your contributions will be vital in ensuring the seamless operation of our services and driving continuous improvement.
- Provide first line support, effective questioning, and troubleshooting of incidents and service requests.
- Facilitate and own the resolution of incidents by recording, investigation, prioritization, and escalation.
- Manage and administer systems to enable user access and functionality, ensuring security of company data.
- Support and maintain constructive service provider relationships, maximizing outcomes within SLA agreements.
- Contribute to continual service improvements by identifying and driving process enhancements.

**About you**

We are seeking a proactive and customer-focused individual with a strong background in service desk operations.
- Experience in service desk or related roles, preferably in a corporate or enterprise environment.
- Proven ability to build relationships and communicate effectively within a team and with end users.
- Understanding of ITIL Service Management processes and supporting automation tools.
- Ability to multi-task and deliver to SLA targets, with strong problem-solving and decision-making skills.

**About our benefits**

At Genesis, we value your wellbeing and your contribution to our team. That's why we offer you great employee benefits for you and your family. Some of our benefits include:

- Health insurance, trauma and life insurance for you, and best doctors online service for you and your family.
- Electricity and gas discounts and an extra 20 power shout hours per year if you choose us as your provider.
- A flexible working policy to support you to balance personal and professional needs.
- Career development opportunities and a supportive learning culture.

We value diversity and inclusion, and we believe that equity, gender and wellness are essential for our success. We are a market leader that empowers our people to make a positive difference for our customers, our communities and our environment.

If you want to help shape the future of New Zealand's energy sector,

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