Service Desk Analyst
1 week ago
We are looking for a Service Desk Analyst to join our IT team
The Service Desk Analyst plays a key role within Wētā FX’s IT Operations team, helping to provide a single point of contact for all IT incidents and requests. The Service Desk Analyst will triage and solve tickets raised by our crew, whilst escalating when required to our 2nd and 3rd level engineers.
**What you'll do**
- Logging all customer interactions in the ITSM tool
- Following standard documented Service Desk procedures and contributing in knowledge sharing
- Responding to requests for technical assistance in person
- Following up with customers and users to ensure complete resolution of incidents and requests
- Identifying potential patterns and informing the Service Desk Manager
- Provide training and assistance to Service Desk team members
- Observing and reporting IT security incidents.
**What you'll bring**:
- Strong customer service skills
- Strong communication skills, both written and verbal
- Ability to effectively prioritise and execute tasks
- Previous experience working in a customer-facing helpdesk, service desk environment or Field Support team.
- Experience with Ubuntu Linux, MacOSX and Windows operating systems
- IT related qualification or relevant job experience.
**This is not a remote opportunity, applicants must reside in and be lawful to work in New Zealand.**
**Why join us?**
At Wētā FX we celebrate our diversity and believe in creating an environment where all our crew feel welcomed, respected, supported and appreciated. We define ourselves by the quality of our work, and we’re striving to build a workplace experience that’s second to none.
Location: Wellington - New Zealand
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