IT Service Desk Analyst | Remote & Flexible Hours

Aotearoa New Zealand Association of Social Workers; Auckland; Hybrid; NZD 56,000 - 72,000; Full time

Benefits offered by this job

Flat company structure

Professional training

Flexible hours

Remote work option

Job summary

Veovo, a market leader in Airport Smart Technology, is seeking an IT Service Desk Analyst to support customers with hardware and software issues, remotely or in person. You will guide users through configuration trials and troubleshoot with a focus on quick resolution.

You will be the first line of contact, diagnosing problems, escalating when needed, and documenting resolutions. The role offers flexible hours and remote work options within New Zealand, with opportunities to grow in a dynamic

Qualifications

• Proven experience as an IT Service Desk Analyst or similar.
• Strong communication and customer service skills.
• Familiarity with computer systems, mobile devices and hardware.
• Ability to diagnose and resolve technical issues.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Configure and upgrade applications (both Veovo developed and 3rd party)
• Being on rostered schedule, excluding night shift
• Being on 24/7 on call roster

Skills

IT Service Desk

Remote support

Troubleshooting

English communication

Tools

Office automation

Remote control

Databases

ITSM tools

Job description

Veovo, a market leader in Airport Smart Technology, is seeking an IT Service Desk Analyst to support customers with hardware and software issues, remotely or in person. You will guide users through configuration trials and troubleshoot with a focus on quick resolution.

You will be the first line of contact, diagnosing problems, escalating when needed, and documenting resolutions. The role offers flexible hours and remote work options within New Zealand, with opportunities to grow in a dynamic