Service Desk Analyst

Auckland Council; Auckland; Remote; NZD 65,000 - 85,000; Full time

Job summary

Auckland Council is seeking a Service Desk Analyst to deliver first and second level ICT support for users in Auckland CBD. You will assist with accounts, file shares, hardware, and SaaS apps, both remotely and in person.

Applicants should have 2-3 years in a similar role, plus ITIL Foundation V3 or an IT certificate. The role emphasizes meeting service levels, strong communication, and professional collaboration within the ICT team.

Qualifications

• 2–3 years’ experience in a similar role.
• Strong administration experience of MS Active Directory, Exchange, Office 365.
• ITIL Foundation V3 and/or a Computer Science/IT certificate.
• Provide first and second level support remotely and in person.

Responsibilities

• Provide first and second level support for ICT Service Desk both remotely and in person.
• Receive, analyse and resolve requests at the first point of contact where possible.
• Support user accounts, file shares, hardware and SaaS business applications.

Skills

Customer service

First and second line support

Interpersonal skills

Communication

Remote support

In-person support

Education

ITIL Foundation V3

Certificate in Computer Science/IT

Tools

MS Active Directory

Exchange

Office 365

Job description

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• Advance your skills in customer service, providing first and second line support to customers contacting the ICT Service Desk
• Exposure to multiple systems, technologies, and innovative projects
• Full-time permanent role, Auckland CBD Location

Auckland Council is on a continued and significant transformation journey and as a result has grown to become one of the largest Information Communications and Technology Services (ICT) capabilities in New Zealand. This presents a unique opportunity for an experienced ICT professional to come and join us in this exciting complex and energized environment in a full-time permanent role capacity.

As the Service Desk Analyst, you will provide first and second level support both remotely and in person for: User accounts for ICT systems, file shares, hardware, Microsoft Office 365 and Exchange, and SaaS business applications.

Along with the key responsibilities of this role, you are to receive and accurately capture requests for Support or Services, analyse all requests and, where possible, resolve at the first point of contact.

It is essential that you have at least 2-3 years’ experience in a similar role.

Your strong administration experience of MS Active Directory users, groups and policies, Exchange, Office 365, along with your qualifications such as ITIL Foundation V3 and/or your Education Certificate in Computer Science/Information Technology are paramount in this role.

Since this role will be heavily focused on meeting agreed service level agreements for customer inquiries and incidents, your excellent interpersonal skills, personal resilience, and strong drive to achieve outcomes will be heavily put into practice.

We offer a well-established, supportive team, amazing learning opportunities and exposure to multiple systems, technologies and projects. Auckland Council prides itself in its investment in innovative new technologies and work practices, thereby providing an excellent opportunity to start a career in one of the most sought-after organisation in New Zealand.

Whakamaua kia tina! Be the how!

Applications close 4th of October

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process

Band E

Employees in receipt of salary protection and/or on the predecessor Council terms and conditions of employment, please note that the salary protection and/or predecessor Council terms and conditions, including relocation, apply to your current position. Should you change to a new position (other than any secondment) you will be issued with a new employment letter of offer with current Auckland Council terms and conditions.