Job Description

Job Header

IT Support Desk Analyst

Private Advertiser

Job Information

Job Listing Date
11 Jul 2019
Location
Hawkes Bay, Hastings
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

IT Support Desk Analyst

The Instillery, a 100% kiwi owned Cloud and IT Managed Services firm, is searching for an IT Support Desk Analyst based in its offices in sunny Hawke's Bay. Fresh from a merger with Vo2, The Instillery is an award-winning IT powerhouse born in the cloud and automation era, servicing clients across the globe. The Instillery South team are proud to be part of this, and operate across the Hawke’s Bay and Manawatu regions.

There are endless career and development opportunities with this role; as we grow, your IT career will grow too! The IT Support Desk Analyst will be responsible for handling the first tier of remote service requests in a professional and timely manner on a diverse range of subjects from networking to application and OS related issues (on local machines, servers, and cloud-based systems). This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. 

Every role within The Instillery contributes to our drive to deliver a fanatical customer experience. In this role excellent problem-solving and exceptional customer service skills are absolute necessities, whilst also demonstrating The Instillery South values is key - we are straight up, we back each other, we are our word, we remain curious, and we constantly strive to be better than before.

Core Role Responsibilities:

  1. Ensure our clients have a fantastic customer experience, always improving perception and satisfaction.
  2. Receive, log, manage and resolve customer issues, "How-To's", or service change requests via phone, customer portal, and email.
  3. Log and manage all support related customer contact in the Service Management system.
  4. Take ownership of user problems through to resolution and follow up the status of problems on behalf of the user. Communicate progress to user in a timely and professional manner.
  5. Escalate unresolved tickets to other members of the Service Management Team.

Skills and Experience Required:

  • Minimum 1-2 Years IT industry experience.
  • Experience working closely with business customers.
  • Outstanding customer delivery experience and telephone communication skills.
  • Excellent written and verbal communication skills.
  • Solid troubleshooting, problem-solving, and multi-tasking skills.
  • Enthusiasm, a positive attitude, and fervent attention to detail; a real "fire-in-the-belly"!
  • Working knowledge of current operating systems and general knowledge of desktops.
  • Knowledge of Microsoft RDS environments to troubleshoot and support user RDS sessions. 
  • General knowledge of MS Office and Office 365 end user products.
  • General knowledge of software installation and remediation.
  • Experience and knowledge in network troubleshooting (DNS, TCP/IP).
  • Ability to troubleshoot printer/hardware issues.

About The Instillery:

The Instillery was founded by Mike Jenkins, recognised in 2017 as NZ’s ICT industry emerging leader of the year. The Instillery recently celebrated their 5th birthday, a significant milestone for one of NZ’s brightest  tech start-ups, who's dedicated cloud-native team have been working with kiwi start-ups, enterprises & government agencies to lay the foundations of success including transformation of enterprise cloud security, multi-cloud services, managed services, SD-WAN and wider digital adoption. In 2018 The Instillery expanded even further with merger and partnership activity, combining with Vo2 to create a 100% kiwi owned powerhouse technology business, with over 100 staff across 6 offices across New Zealand. The Instillery South team operates across the Hawke’s Bay and Manawatu regions, with a team driven by a desire to deliver a fanatical customer experience to our customers in everything we do.

Core to The Instillery’s philosophy is to instil knowledge within our customers, and to actively solve our clients most complex business & IT challenges. We focus on enabling access IT services at a lower cost, at a higher quality, better supported and with a velocity they’ve never experienced before. The nirvana for The Instillery is enabling cost visibility and to treat IT as a measurable investment regardless of how businesses delivers revenue/profit. It’s this velocity and extensive multi-cloud capability combined with the top talent in the industry that has resulted in an embarrassment of riches garnered from industry awards including Homegrown Innovator of the Year, Cloud Partner of the Year and runner-up in the best ICT Team Culture of the Year.

 

 

The Instillery, a 100% kiwi owned Cloud and IT Managed Services firm, is searching for an IT Support Desk Analyst based in its offices in sunny Hawke's Bay. Fresh from a merger with Vo2, The Instillery is an award-winning IT powerhouse born in the cloud and automation era, servicing clients across the globe. The Instillery South team are proud to be part of this, and operate across the Hawke’s Bay and Manawatu regions.

There are endless career and development opportunities with this role; as we grow, your IT career will grow too! The IT Support Desk Analyst will be responsible for handling the first tier of remote service requests in a professional and timely manner on a diverse range of subjects from networking to application and OS related issues (on local machines, servers, and cloud-based systems). This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. 

Every role within The Instillery contributes to our drive to deliver a fanatical customer experience. In this role excellent problem-solving and exceptional customer service skills are absolute necessities, whilst also demonstrating The Instillery South values is key - we are straight up, we back each other, we are our word, we remain curious, and we constantly strive to be better than before.

Core Role Responsibilities:

  1. Ensure our clients have a fantastic customer experience, always improving perception and satisfaction.
  2. Receive, log, manage and resolve customer issues, "How-To's", or service change requests via phone, customer portal, and email.
  3. Log and manage all support related customer contact in the Service Management system.
  4. Take ownership of user problems through to resolution and follow up the status of problems on behalf of the user. Communicate progress to user in a timely and professional manner.
  5. Escalate unresolved tickets to other members of the Service Management Team.

Skills and Experience Required:

  • Minimum 1-2 Years IT industry experience.
  • Experience working closely with business customers.
  • Outstanding customer delivery experience and telephone communication skills.
  • Excellent written and verbal communication skills.
  • Solid troubleshooting, problem-solving, and multi-tasking skills.
  • Enthusiasm, a positive attitude, and fervent attention to detail; a real "fire-in-the-belly"!
  • Working knowledge of current operating systems and general knowledge of desktops.
  • Knowledge of Microsoft RDS environments to troubleshoot and support user RDS sessions. 
  • General knowledge of MS Office and Office 365 end user products.
  • General knowledge of software installation and remediation.
  • Experience and knowledge in network troubleshooting (DNS, TCP/IP).
  • Ability to troubleshoot printer/hardware issues.

About The Instillery:

The Instillery was founded by Mike Jenkins, recognised in 2017 as NZ’s ICT industry emerging leader of the year. The Instillery recently celebrated their 5th birthday, a significant milestone for one of NZ’s brightest  tech start-ups, who's dedicated cloud-native team have been working with kiwi start-ups, enterprises & government agencies to lay the foundations of success including transformation of enterprise cloud security, multi-cloud services, managed services, SD-WAN and wider digital adoption. In 2018 The Instillery expanded even further with merger and partnership activity, combining with Vo2 to create a 100% kiwi owned powerhouse technology business, with over 100 staff across 6 offices across New Zealand. The Instillery South team operates across the Hawke’s Bay and Manawatu regions, with a team driven by a desire to deliver a fanatical customer experience to our customers in everything we do.

Core to The Instillery’s philosophy is to instil knowledge within our customers, and to actively solve our clients most complex business & IT challenges. We focus on enabling access IT services at a lower cost, at a higher quality, better supported and with a velocity they’ve never experienced before. The nirvana for The Instillery is enabling cost visibility and to treat IT as a measurable investment regardless of how businesses delivers revenue/profit. It’s this velocity and extensive multi-cloud capability combined with the top talent in the industry that has resulted in an embarrassment of riches garnered from industry awards including Homegrown Innovator of the Year, Cloud Partner of the Year and runner-up in the best ICT Team Culture of the Year.

 

 

The application form will include these questions:
  • Which of the following statements best describes your right to work in New Zealand?
  • How many years' experience do you have as a service desk analyst?
  • Have you worked in a role where you were responsible for providing level 1 technical support?
  • Do you have customer service experience?
  • How would you rate your English language skills?

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