Job Description

Job Header

Service Desk Analyst

Advertiser: Tower LimitedMore jobs from this company

Job Information

Job Listing Date
16 May 2019
Location
Auckland, Auckland Central
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

Service Desk Analyst

Tower turns 150 years old this year and we're on an exciting technology transformation to enable our strategy of becoming a digital disrupter and we are looking for a talented Service Desk Analyst to help us this journey.

In this role you will support and manage the operational aspects of the Tower End User Computer deployment. Your passion and drive for innovation will be essential in this role as we move towards more agile ways of working.

You will be responsible for:

  • responding to, evaluating, and prioritising incoming oral and written requests for assistance from users
  • providing assistance, mentoring and coaching based advice to Service Desk Agents
  • contacting software and hardware vendors to request service regarding defective products
  • coordinating activities and service delivery between the Technical teams, and facilitate requests across external vendors, ensuring Operational Level Agreements are met
  • maintaining documentation and enforcing standards effective service and maintenance
  • championing continuous improvement initiatives and analyse data to increase Service Management team performance
  • ensuring production requests are authorised with and communicated to appropriate stakeholders
  • ensuring Service Management processes and systems adhere to legal and regulatory compliance with all relevant legislation, statutory requirements, regulations and standards.

We'd love to hear from you if you have:

  • relevant Tertiary Qualifications
  • ideally a minimum three years of Service Desk or Help Desk customer service experience
  • in depth knowledge of installation, configuration and maintenance of computers, networks and related hardware and software
  • experience with and demonstrable knowledge of installation, software and peripheral device configuration
  • the ability to work outside office and production hours to support business initiatives
  • ITIL framework experience
  • an understanding of the Software Delivery Lifecycle (SDLC)
  • awareness and understanding of IT and Business risk and security management
  • strong analytical and problem solving skills along with great communication skills
  • a calm, patient nature with an ability to work in a fast paced environment.

If this sounds like you, we would love to hear from you. Apply today!

Applications close Thursday, 30 May 2019.

To apply for this job, please visit http://careers.tower.co.nz and enter the job code 33306SK.

Tower turns 150 years old this year and we're on an exciting technology transformation to enable our strategy of becoming a digital disrupter and we are looking for a talented Service Desk Analyst to help us this journey.

In this role you will support and manage the operational aspects of the Tower End User Computer deployment. Your passion and drive for innovation will be essential in this role as we move towards more agile ways of working.

You will be responsible for:

  • responding to, evaluating, and prioritising incoming oral and written requests for assistance from users
  • providing assistance, mentoring and coaching based advice to Service Desk Agents
  • contacting software and hardware vendors to request service regarding defective products
  • coordinating activities and service delivery between the Technical teams, and facilitate requests across external vendors, ensuring Operational Level Agreements are met
  • maintaining documentation and enforcing standards effective service and maintenance
  • championing continuous improvement initiatives and analyse data to increase Service Management team performance
  • ensuring production requests are authorised with and communicated to appropriate stakeholders
  • ensuring Service Management processes and systems adhere to legal and regulatory compliance with all relevant legislation, statutory requirements, regulations and standards.

We'd love to hear from you if you have:

  • relevant Tertiary Qualifications
  • ideally a minimum three years of Service Desk or Help Desk customer service experience
  • in depth knowledge of installation, configuration and maintenance of computers, networks and related hardware and software
  • experience with and demonstrable knowledge of installation, software and peripheral device configuration
  • the ability to work outside office and production hours to support business initiatives
  • ITIL framework experience
  • an understanding of the Software Delivery Lifecycle (SDLC)
  • awareness and understanding of IT and Business risk and security management
  • strong analytical and problem solving skills along with great communication skills
  • a calm, patient nature with an ability to work in a fast paced environment.

If this sounds like you, we would love to hear from you. Apply today!

Applications close Thursday, 30 May 2019.

To apply for this job, please visit http://careers.tower.co.nz and enter the job code 33306SK.

Right to live and work

You must have the right to live and work in this location to apply for this job.

Report this job advert

Be careful- Don’t provide your bank or credit card details when applying for jobs. If you see something suspicious .

Share this role

Applications will open the advertiser’s site.