ServiceDesk Support

Hitachi Rail; Auckland; On-site; NZD 50,000 - 70,000; Full time

Job summary

A leading technology firm in Auckland seeks a Service Desk Support person to provide operational, administrative, and logistics support. You will monitor devices, respond to service requests, and assist in managing tools and reports. Ideal candidates have a background in Information Technology or Commerce, excellent communication skills, and the ability to work on rostered shifts. This position offers a fantastic opportunity to be part of a dynamic team in a thriving organization.

Qualifications

• You must hold a current Drivers License.
• Must be a NZ citizen/resident.
• Must agree to a criminal record check.

Responsibilities

• Provide mid-level operational, administrative and logistics support.
• Monitor devices and networks for alarms.
• Respond to 1st line enquiry support for problems and service requests.

Skills

Excellent English oral and writing skills

Networking and fault-finding experience

Windows and Linux Server experience

Sound interpersonal skills

Computer networking knowledge

Education

NCEA Level 3 or Tertiary Qualifications in Information Technology and/or Commerce

Tools

MS Office suite

Job description

Overview

Together we develop the future by shaping the world around us – here and now! Passion for innovations and breakthrough technologies is what drives us ever onwards.

The Hitachi Rail GTS New Zealand Operations team for the Auckland Integrated Fares System (AIFS) delivers maintenance and support services for AIFS devices and systems. The team uses an IT Service Management tool which provides centralised planning and management of services using ITIL methodology.

The three primary operational services provided by the team are:

• Service Desk
• Maintenance and management of field devices
• Operational management and support of systems and test facility

As part of Hitachi Rail GTS New Zealand’s operational support team, the position reports directly to the Service Delivery Manager.

Responsibilities

We are seeking a Service Desk Support person to provide mid-level operational, administrative and logistics support as directed by the Service Delivery manager. Minimum 38 hours per week.

• Actively monitor devices and networks for alarms.
• Respond to and provide 1st line enquiry support for problems and service requests
• Provide remote troubleshooting of 1st line equipment or modules
• Dispatch 1st line maintenance teams for fault rectification
• Assist with maintaining test facility operational readiness for test programs
• Reporting on overall systems performance and achievement of SLA
• Assist the Service Delivery Manager in producing the monthly operations report and ad-hoc reporting as required
• Assist the Service Delivery Manager in maintaining and managing the Service Delivery tools including the incident management tool and inventory management tools
• Assist Operations by authoring and reviewing work instructions for the operations team
• Maintain records and documentation of AIFS project equipment and spares
• Ensure work is completed in accordance with relevant standards and processes
• Comply with instructions issued by the Service Delivery Manager or their peers
• Take responsibility for administrative, operational and logistic tasks assigned
• Comply with existing local work instructions and guidelines
• Contribute to the overall quality of tasks
• Works as a member of a team
• Effectively communicate with all levels of employees via meetings, written communications and one-on-one communication. Interact and work with management/employees to promote teamwork
• Maintain a sound working relationship with the customer and other relevant stakeholders
• Assist the maintenance team in proactively identifying issues and proposing solutions
• Other related duties as assigned
• Can work on rostered shifts (daytime) to provide required service coverage

Qualifications

• NCEA Level 3 or Tertiary Qualifications in Information Technology and/or Commerce
• Excellent English oral and writing skills
• Windows and Linux Server experience
• Computer networking, including basic understanding of TCP/IP, Firewall operations and switch technologies
• Networking and fault-finding experience.
• MS Office suite
• Sound interpersonal skills – good team player.
• Demonstrated self-starter.
• Transportation or vending systems
• Exposure to Server environments
• You must be a NZ citizen/resident and agree to a criminal record check or equivalent security clearance to apply. You also must be able to work rostered shifts (includes early morning, day and afternoon shifts) and be able to support an on-call roster for some after hours, weekend and holiday support. You must hold a current Drivers License.

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• Which of the following statements best describes your right to work in New Zealand? Do you have a current New Zealand driver's licence?

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