Service Desk Analyst

Tauranga City Council; Tauranga; On-site; 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

Tau ake rā te moana nei, e papaki kau ana ki te ākau tangata, kakenga waka ka mauru te tohu ki te arearenga o Mauao, he pou herenga mōu, he pou hononga mōu, kia herea ki te tika, kia herea ki te pono. Kia mau, kia ita, kia ū – haumi e, hui e, tāiki e!

Te Tūranga | About the role

As a Service Desk Analyst, your primary purpose of this role is to provide Level 1 end-user assistance by troubleshooting technical/ICT problem areas (in person, by telephone, or via email) in a timely and accurate manner.

• 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

Ngā Pukenga | What you’ll need to succeed

To succeed in this role, you'll bring a positive attitude to learn along with a excellent approach to customer service supported by good technical aptitude. Service Desk experience is a bonus.

You will work with a customer centric team who genuinely value and support each other and work towards achieving the outcomes of our people and organisation.

We are a team that are responsive to an ever-changing environment which demands the ability to prioritise and balance service requests in a timely and effective manner.

Tō Tātou Kaunihera | About Tauranga City Council

Tauranga City Council is one of Tauranga’s largest employers, and we are always looking to attract great talent to join our driven, passionate, and community-focused team.

We always strive to ensure that you feel valued and supported in the workplace.

To highlight that our people are our greatest asset, we offer a wide range of benefits that include 5 weeks annual leave, flexible hours and work from home options, as well as career development opportunities.

Applications will close Wednesday 30th September

Applications will be reviewed as they are received, applications will close upon the appointment of a successful candidate.

• Our selection process may include behavioural interview(s), psychometric and ability assessments, reference checks, and pre-employment screening.
• Tauranga City Council will not accept applications or contact from any placement service, temporary staffing agency, or professional recruiter for this vacancy. If/where Tauranga City Council requires the support of a recruitment agency, we will seek this support from our network of agencies. We ask that you please do not contact Tauranga City Council or any of its employees regarding vacancies. Tauranga City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to such unsolicited contact.