Service Desk Analyst

Watercare Services Limited; Auckland; On-site; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Training and development opportunities

Employee discounts at retailers

Job summary

Watercare Services Limited is seeking a Service Desk Analyst to provide friendly, practical support across a range of digital services in Auckland. You will log and manage service requests, resolve issues where possible and ensure proper escalation and assignment of cases.

You will administer user access, coordinate mobile devices and maintain asset information while supporting onboarding and offboarding processes. A customer-focused, collaborative approach is essential.

Qualifications

• Experience in a technical support or service desk role.
• Excellent customer service and communication skills.
• Ability to explain technical information to non-technical people.
• Strong organisation and ability to manage deadlines.
• Understanding of digital technologies and modern workplace practices.
• Collaborative and solutions-focused approach.

Responsibilities

• Provide first-level technical support through email, phone, web portal and face-to-face channels.
• Log and manage cases through the Service Management system.
• Administer user access across digital systems, applications and security.
• Coordinate mobile phones and smart devices.
• Maintain device security profiles, asset information and telephony reports.
• Support employee onboarding and offboarding, including system access and hardware.
• Communicate outage notifications clearly and promptly.
• Work with digital suppliers to resolve issues.
• Provide helpful advice and guidance to Watercare staff.
• Support compliance with digital policies and security requirements.

Skills

Technical support

Customer service

Explain technical information

Organisational skills

Digital technologies

Collaborative approach

Education

Degree in Computer Science or equivalent

Tools

Microsoft 365

Azure Active Directory

Active Directory

ServiceNow ITSM

Intune

ITIL Foundation

Job description

He kōrero mō mātou | About Watercare

Ki te ora te wai, ka ora te whenua, ka ora te tangata When the water is healthy, the land and the people are healthy There's never been a better time to join Watercare. We're delivering a $15.2 billion, 10-year capital investment programme, the largest in our history, creating opportunities to work on transformative infrastructure, sustainability and digital projects that will shape Auckland's future. With more than $4 million invested every day, you'll be part of work that makes a lasting difference to our communities and environment.

He whakamārama mō te tūranga mahi | About the role

In this role, you’ll provide responsive, friendly and practical support across a range of digital services. You’ll be responsible for logging and managing service requests, resolving issues where possible and ensuring cases are assigned and escalated appropriately. You’ll also support user access, mobile devices, onboarding and offboarding, while maintaining accurate service and asset information.

• Providing first-level technical support through email, phone, web portal and face-to-face channels
• Logging and managing cases through the Service Management system
• Administering user access across digital systems, applications and security
• Coordinating mobile phones and smart devices
• Maintaining device security profiles, asset information and telephony reports
• Supporting employee onboarding and offboarding, including systems access and hardware
• Communicating outage notifications clearly and promptly
• Working with digital suppliers to resolve issues
• Providing helpful advice and guidance to people across Watercare
• Supporting compliance with digital policies, security requirements and internal procedures

Ngā pūkenga e rapu nei mātou | About you

You’ll be someone who enjoys helping people and can explain technical information in a clear and approachable way. You’ll be comfortable managing multiple priorities and working collaboratively to find practical solutions.

• Previous experience in a technical support or service desk role
• Exceptional customer service and communication skills
• The ability to explain technical information to non-technical people
• Strong organisation skills and the ability to manage competing deadlines
• A good understanding of digital technologies and modern workplace practices
• A collaborative and solutions-focused approach

Ngā pūkenga e rapu nei mātou | About you

You’ll be someone who enjoys helping people and can explain technical information in a clear and approachable way. You’ll be comfortable managing multiple priorities and working collaboratively to find practical solutions. You’ll bring:

• Previous experience in a technical support or service desk role
• Exceptional customer service and communication skills
• The ability to explain technical information to non-technical people
• Strong organisation skills and the ability to manage competing deadlines
• A good understanding of digital technologies and modern workplace practices
• A collaborative and solutions-focused approach
• A dynamic team player who is always ready to adapt and support colleagues

Experience with the following would be an advantage:

• Microsoft 365 user administration and support
• Azure Active Directory and Active Directory
• ServiceNow ITSM
• Intune Device Management
• ITIL practices or an ITIL Foundation certification
• A degree in Computer Science or an equivalent qualification

Ngā hua mōu | What's in it for you

We offer a competitive salary and staff benefits package including:

• Training and development opportunities
• Employee discounts at a range of large retailers