IT Service Desk Analyst - Remote & Flexible Hours

Gentrack; Auckland; Hybrid; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Flexible working hours

Remote work possible

Job summary

Veovo is seeking a Technical Service Desk Analyst in Auckland to support customers with computer systems, hardware and software issues. The role combines remote and in-person assistance, guiding configurations and troubleshooting to ensure efficient resolutions.

Key tasks include first-contact support, remote diagnostics, and escalating unresolved issues. The position allows flexible hours with a rostered schedule and 24/7 on-call duties, contributing to aviation tech projects.

Qualifications

• Proven experience as an IT Service Desk Analyst or similar customer support role.
• Tech-savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.

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

Customer support

Remote support

English proficiency

Communication

Tech savviness

Problem solving

Tools

Office automation

Databases

Remote control

Job description

Veovo is seeking a Technical Service Desk Analyst in Auckland to support customers with computer systems, hardware and software issues. The role combines remote and in-person assistance, guiding configurations and troubleshooting to ensure efficient resolutions.

Key tasks include first-contact support, remote diagnostics, and escalating unresolved issues. The position allows flexible hours with a rostered schedule and 24/7 on-call duties, contributing to aviation tech projects.