Technical Service Desk Analyst

Gentrack; Auckland; Remote; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Flat structure

Professional training

Remote work option

Job summary

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

The ideal candidate has excellent communication, customer service and problem-solving skills, with experience in a fast-paced aviation tech environment.

Qualifications

• Proven experience as an IT Service Desk Analyst or similar role.
• Strong English communication and customer service skills.
• Ability to diagnose and resolve technical issues across software and hardware.

Responsibilities

• Serve as the first point of contact for customers via phone or email.
• Perform remote troubleshooting and diagnostics to resolve issues.
• Guide users through configuration steps and document resolutions.
• Escalate unresolved issues to higher-level support when needed.
• Maintain accurate logs and follow up with customers.

Skills

IT service desk

Customer support

Remote troubleshooting

English proficiency

Communication skills

Tools

Remote access tools

Diagnostics software

Job description

Technical Service Desk Analyst

Department: Service Delivery

Employment Type: Permanent - Full Time

Location: Auckland, NZ

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”.

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 issues
• Proficiency 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