Remote Service Desk Analyst: Customer-Focused IT Support

Tauranga City Council; Tauranga; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

5 weeks annual leave

Flexible hours

Work from home options

Career development opportunities

Job summary

Tauranga City Council is seeking a Service Desk Analyst to provide Level 1 end-user assistance, troubleshooting ICT problems in person, by phone, or via email, ensuring timely and accurate resolution.

Join a customer-focused team with opportunities to contribute to service improvements; you’ll manage service requests, triage hardware and software issues, document knowledgebase articles, and participate in after-hours on-call support on a revolving roster.

Qualifications

• Service desk experience is a bonus.
• Positive attitude with a focus on customer service.
• Good technical aptitude to troubleshoot ICT issues.

Responsibilities

• Communicate to ensure a Positive Customer Experience
• Manage Service Requests and Phone Queues.
• Triage and Troubleshoot Hardware and Software Issues
• Contribute to Service Improvement Offerings
• Document and update Knowledgebase Articles
• Available for a Revolving Roster and On Call after hours support

Skills

Customer service

Technical aptitude

Service desk experience

Job description

Tauranga City Council is seeking a Service Desk Analyst to provide Level 1 end-user assistance, troubleshooting ICT problems in person, by phone, or via email, ensuring timely and accurate resolution.

Join a customer-focused team with opportunities to contribute to service improvements; you’ll manage service requests, triage hardware and software issues, document knowledgebase articles, and participate in after-hours on-call support on a revolving roster.