Technology Experience Analyst

6 days ago

Newmarket, New Zealand Bupa Full time

**Have you ever wanted a career with purpose?**

Every day, in every way, we bring real heart to work. It’s what drives us to deliver our refreshingly different commitment to supporting the people who make a real difference in enriching the lives of our society’s most vulnerable. In New Zealand, we are making a difference through our 40 care homes and 35 retirement villages. You’ll be part of an inclusive culture where you can make a difference while growing your career. It’s a big call. But imagine the impact you could make.

**Where you’ll make an impact**

This is a customer focused role, based in our Newmarket support office you will be ensuing our users have a point of contact, and you will be responsible for providing IS support services for our ICT environment.

**Where you will make an impact**
- Managing and overseeing the ServiceNow platform and Service Desk processes for efficient ticket management.
- Act as the primary contact for People Systems and Property Technology technical support, including CCTV and Nurse Call systems.
- Coordinate scheduling and triage for technical support requests.
- Maintain stock management and the Configuration Management Database (CMDB) for accurate tracking of assets.
- Diagnose and resolve hardware-related issues for computers, laptops, printers, phones, and other peripherals.
- Install, configure, and maintain hardware components to meet user needs effectively.
- Provide clear technical assistance and support to users, guiding them through troubleshooting steps.
- Maintaining comprehensive documentation of incidents, solutions, and configurations to build a knowledge base.
- Facilitate continuous service improvement initiatives, focusing on end-user automation and documentation updates on SharePoint.

**About You**
- Proven experience in IT Support Services, ideally in a healthcare or similar environment, via phone and onsite.
- Proven experience in service management tools, particularly ServiceNow, and familiarity with ticket management processes.
- Knowledge of stock management practices, CMDB management, and project coordination.
- ITIL, to at least foundation level.
- Computer building and troubleshooting skills at hardware and software level.
- Excellent communication and interpersonal skills for relationship management.
- Strong customer service orientation.
- Highly self-motivated and directed with ability to work as part of a team.

**Extra Reasons to Belong**
- Fully subsidised Southern Cross health insurance to our eligible permanent NZ employees and a discount on insurance cover for eligible family members.
- Wellbeing discounts, EAP counselling services, study support, and cultural leave.
- Paid parental leave - in addition to standard parental leave, Bupa offers 12 weeks of paid leave for primary carers and 2 weeks for secondary carers.
- Professional Development - in-house and external training and development.
- Industry-competitive remuneration and benefits, and internal reward and recognition programmes.

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