Technical Service Desk Analyst

Gentrack Ltd (Global); Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible working hours

Remote work possible

Job summary

Veovo is seeking an IT Service Desk Analyst to support customers with questions and issues related to computer systems, hardware and software. You will assist remotely and on-site, guiding users through configuration and troubleshooting to resolve technical problems.

Ideal candidates will have proven service desk experience, strong English communication, and comfort with various tech products. The role offers flexible hours and potential remote work within a dynamic aviation tech environment.

Qualifications

• Proven experience as an IT Service Desk Analyst or similar customer-support role.
• Tech savvy with office automation products, databases and remote control.
• Excellent written and spoken English with strong communication skills.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Perform remote troubleshooting through diagnostics and questioning.
• Determine the best solution and guide customers through problem-solving steps.
• Escalate unresolved issues to higher support levels as needed.
• Document events, issues and resolutions in logs.

Job description

The Company

Veovo is a market leader in Airport Smart Technology. With a global footprint of customers and capabilities that cover Airport Operations, Revenue management and Passenger Flow. Some of the world’s largest airports rely on Veovo. Focused on driving airport performance, our solutions enable airports to handle more aircraft and more passengers, with less delays and less queues. Our platforms are built on a modern tech stack, often delivered from the cloud as SaaS and leveraging intelligence to enable our customer to “go brilliantly”.

Department

Service Delivery

Employment Type

Permanent - Full Time

Location

Auckland, NZ

Description

Veovo is a market leader in Airport Smart Technology. With a global footprint of customers and capabilities that cover Airport Operations, Revenue management and Passenger Flow. Some of the world’s largest airports rely on Veovo. Focused on driving airport performance, our solutions enable airports to handle more aircraft and more passengers, with less delays and less queues. Our platforms are built on a modern tech stack, often delivered from the cloud as SaaS and leveraging intelligence to enable our customer to “go brilliantly”.

Our clients span continents, but all share one thing in common: they’re big names in airport excellence, with even bigger digital goals. With offices in the UK, Poland, Denmark, New Zealand and the US, Veovo offers a world of opportunity.

At Veovo we strive to deliver predictable collaborative solutions that are the platform of great airports. At Veovo we strive to deliver predictable collaborative solutions that are the platform of great airports.

The Opportunity

At Veovo, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT Service Desk Analyst to assist our customers with questions and problems concerning computer systems, hardware, and software.

The Service Desk Analyst will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Your Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information 1 © Veovo 2024. Strictly confidential.
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Configure and upgrade applications (both Veovo developed and 3rd party)
• Being on rostered schedule, excluding night shift
• Being on 24/7 on call roster

What We’re Looking For

• Proven experience as an IT Service Desk Analyst or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve technical issuesProficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered

What We Can Offer You

• Working with cutting edge technologies in a small and ambitious team in a flat company structure
• Rapid growth opportunities and structured professional training
• Flexible working hours and remote work possible
• Exciting and innovative projects in the aviation industry

Interested?

To discover more about Veovo and how we’re using technology to transform airport operations, please visit our website and LinkedIn.