Remote Application Support Analyst

Gentrack Limited; Auckland; Remote; NZD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible working hours

Remote work possible

Job summary

Veovo is seeking a qualified IT Service Desk Analyst in Auckland, NZ to assist customers with computer systems, hardware, and software. The role involves remote and in-person support, guiding users through configuration and troubleshooting, with a focus on efficient resolution and customer satisfaction.

Ideal candidates are problem-solvers with strong communication skills, English proficiency, and a customer-oriented mindset.

Qualifications

• Experience as an IT Service Desk Analyst or similar customer support role.
• Strong working knowledge of office automation products and remote control.
• Good understanding of computer systems, mobile devices and tech products.
• Ability to diagnose and resolve technical issues.
• Proficient in English, both written and spoken.
• Excellent communication skills and customer-oriented attitude.
• Calm, cool-tempered under pressure.

Responsibilities

• Serve as the first point of contact for customers seeking IT assistance by phone or email.
• Perform remote troubleshooting and diagnose problems efficiently.
• Guide customers through configurations and resolutions step-by-step.
• Escalate unresolved issues to senior support when needed.
• Provide accurate information on IT products or services.
• Log events and resolutions in incident tracking systems.
• Update customer status and information as needed.
• Offer feedback to internal teams for service improvements.
• Configure and upgrade Veovo applications and third-party tools.
• Maintain rostered shift duties, including 24/7 on-call roster as required.

Skills

IT Service Desk

Remote support

Tech savvy

English proficiency

Communication skills

Customer focus

Problem diagnosis

Job description

Veovo is seeking a qualified IT Service Desk Analyst in Auckland, NZ to assist customers with computer systems, hardware, and software. The role involves remote and in-person support, guiding users through configuration and troubleshooting, with a focus on efficient resolution and customer satisfaction.

Ideal candidates are problem-solvers with strong communication skills, English proficiency, and a customer-oriented mindset.