Service Centre Analyst

The Ministry acts in the world to build a safer, more prosperous and more sustainable future for New Zealanders.
Kia hangai ake e te Manatu he ao-haumaru, ao-tonui, ao-pumau, ki te oranga tonutanga mo Aotearoa whanui.
- Deliver responsive, customer centric services to the Ministries’ global user base in 60+ locations.
- Join a team of highly skilled and engaged support professionals enabling a wide range of technologies and services.
- Be a part of a team who take pride and satisfaction in its ability to deliver to a diverse and uniquely complex Ministry.
- Wellington based

Your passion for great customer service and astute technical support skills will see you excel in this role. Every day will present its own set of challenges and rewards in equal measure.
Kōrero mō te tūranga - About the role
This role sits within the Service Centre team which forms part of the IMD Business Partnering and Service Unit. The Business Partnering and Service function is responsible for providing day to day customer service and partnering with the business to make sure their needs are met and as such is required to provide a 24x7 service to Ministry users worldwide. The Ministry operates from over 60 locations with over 2000 users.
Your great attitude and proactive approach will be the key to being successful in this role. Your passion for great customer service will be at the forefront of the services your deliver.
This role will be based in a 24x7 Service Centre located in Wellington Central. The hours will be on a shift-based roster, including some overnight shifts. Expected days of work will be Monday to Friday, with occasional rostered on-call duties on a Saturday or Sunday.
For more detail you can view a copy of the position description here.
The salary range for this role is $70,784 to midpoint $78,649 total remuneration, inclusive of our 3% KiwiSaver employer contribution. We expect to appoint depending on your level of experience.
Mā‎ wai te mahi nei? - Who are we looking for?
We’d like to hear from you if you are an experienced with the following skills and experience:

- Practical experience in ICT service support, with demonstrated experience supporting a geographically diverse customer base.
- Experience troubleshooting technical issues across Microsoft products both in the on-premise and cloud environments
- Experience administering AD/Entra and Microsoft Exchange entities at an operational support level
- Experience with ITSM tools
- A working knowledge of end user security best practices
- Experience supporting users in a large and diverse client/server environment and with remote support being a primary focus of this role
- Ability to work effectively with a diverse group of people from a range of cultures and background is essential

Ideally you will also have a good understanding of tikanga (Māori customs and protocols), with the ability to weave te ao Māori (the Māori worldview) into your work.
If you are just starting on this journey that’s OK too - as long as you have a willingness to learn and a desire to develop your cultural capability. As a Te Tiriti o Waitangi partner, this is important to us and we offer training and support.
Ngā hua o te mahi i te Manatū Aorere - Why MFAT?
We are committed to a focus on leadership, talent, training and development, and flexible work options. Check out our benefits page to find out more about why we love working here.
Mō mātou - About us
Our people represent New Zealand on and offshore, and in doing so make New Zealanders safer and more prosperous. By building connections with and influencing other countries and international institutions, we advance New Zealand’s interests and pursue New Zealand's values. We provide advice to the Government on the implications for New Zealand of what is happening in the world.
Me pēhea te tuku tono - To Apply/Interested?
To be employed with Ministry of Foreign Affairs and Trade you must be a NZ citizen, or Permanent Resident.
Please Let us know if you need any support or have any access requirements that will help you through the recruitment process.
Applications close at midnight on Wednesday, 11 September 2024.
**Please note**: This is not a Foreign Policy/diplomatic role. This is a ‘Corporate’ role (known here as a Specialist role) based in central Wellington, NZ.