Service Desk Senior Technician

1 day ago

Auckland City, New Zealand Auckland University of Technology Full time

**Te Whiwhinga mahi | The opportunity**

AUT seeks a Service Desk Senior Technician to join our dynamic ICT Services team. In this senior-level support position, you'll serve as the technical escalation point, ensuring that all users receive top-tier service and technical assistance. Additionally, you'll mentor and guide team members, helping to foster a high-performing team and maintaining a professional image for ICT Services.

**Key Responsibilities**:

- ** Technical Support**: Deliver high-quality first-level support for computer systems, audio-visual equipment, and network infrastructure. Serve as a technical escalation point, mentor colleagues, and contribute to achieving team goals.
- ** Customer Service**: Provide responsive and professional service, addressing user needs promptly and effectively.
- ** Communication**: Keep accurate records of support requests, regularly update users on ticket statuses, and build strong relationships with all users.
- ** Problem Solving**: Utilize remote management tools to offer quick solutions, aiming for high first-contact resolution rates.
- ** Process Improvement**: Identify opportunities for service enhancement, provide recommendations, and contribute to continuous improvement initiatives.

**He kōrero mōu | About you**

To thrive in this role, you should possess:

- ** Qualifications**: Relevant industry certifications and/or a tertiary qualification in ICT. An ITIL Foundation Certificate is a plus.
- ** Experience**: At least three years in an ICT Service Desk environment with a proven ability to manage customer relationships effectively.
- ** Skills**: Excellent communication skills, strong problem-solving skills, and the ability to think outside the box. A high level of proficiency in Windows, Exchange/Outlook, O365, MS Projects, and Active Directory. Experience with Macintosh systems is an advantage.
- ** Attributes**: A customer-focused mindset, patience, persistence, and strong teamwork skills. Familiarity with the Treaty of Waitangi and cultural sensitivity is essential.

**Ngā āhuatanga kei a mātou | What we offer**
- ** Innovative Environment**: Be part of a vibrant, forward-thinking university that values creativity and innovation.
- ** Team Culture**: Join a supportive team that emphasizes collaboration, continuous learning, and professional development.
- ** Career Growth**: Take advantage of opportunities to mentor others, lead projects, and advance your ICT career.

**Salary**: $70,000 - $96,000 (dependent on experience and qualifications)

**Ref**: 90118

**Closing Date**: 11th September 2024, at 11:55 pm.
- Full-time denotes 37.5 hours per week

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