Service Desk Analyst

About the role:

Join our clients dynamic Service Desk team as an IT Service Desk Engineer, where you'll thrive in an exciting and vibrant environment, delivering comprehensive IT support to our staff. Your role encompasses complete management of incidents and service requests, ensuring clear visibility over first and second level support activities, and remote support tasks such as software distribution and end-user administration.

As the go-to contact for end-user issues, your aim is to manage these concerns efficiently, leading to high levels of satisfaction and experience, while aligning with our IT team's commitment to excellent service and cost-effective solutions.

Job tasks:

- Efficiently categorize and address incidents via a ticketing software and ensuring resolution or appropriate delegation.
- Maintain clear and consistent communication with end-users and key stakeholders, providing detailed updates to facilitate seamless handover if necessary.
- Support end-users in navigating hardware, software, operating systems, and networking issues, including troubleshooting printing and phone system concerns.
- Liaise with service providers to expedite the resolution of faults.
- Accurately log incidents and requests to aid in effective problem management.
- Aim for First Contact Resolution (FCR) where feasible, enhancing user satisfaction.
- Manage service requests from initiation to resolution, coordinating with internal and external resolution teams as the single point of contact.
- Develop and refine documentation, such as troubleshooting guides and FAQs, from ticket trend analysis to promote self-service among users.
- Undertake additional IT Service delivery tasks as required.

The ideal candidates background and experience:

- A technical IT qualification or equivalent practical experience.
- Proficiency with Microsoft Office applications is essential.
- Experience in a fast-paced, customer-centric service desk environment is highly beneficial.
- Familiarity with the Microsoft 365 suite and experience in server/system management.
- A respectful and patient approach to interacting with end-users.
- Skilled in using remote management and software patching tools.
- Basic knowledge of Command Line Interface (CLI) operations and software installations.
- Proven ability to diagnose and resolve connectivity and printing problems.
- A foundational understanding of ITIL methodologies is preferred.

If this sounds like your next challenge, please apply via the prompts if you are in Auckland and have the right to work in New Zealand. Applicants need to be in the area as our client cannot sponsor and this process will be speedy. Paula Rae Broussard will be going through all applicants - paula@momentum.co.nz