Position Description About Te Kaunihera o nga roto o Rotorua | Rotorua Lakes Council Imagine a workplace where your efforts directly shape the future of the vibrant community that is Rotorua. Te Kaunihera o nga Roto o Rotorua |Rotorua Lakes Council offers you that opportunity and more. With a team of nearly 400 staff, we're the driving force behind transformative projects like the revitalisation of the Rotorua Aquatic Centre and were hosts to the first NRL Indigenous All Stars games in Aotearoa. After a fulfilling day at mahi, soak in our abundance of geothermal pools, explore the mesmerising ngawha (geysers), and conquer world-famous mountain biking trails. As we stand firmly committed to biculturalism and collaboration with Te Arawa, our local iwi, your appreciation for Maori values, te reo, and tikanga Maori will flourish. Join us and shape your career in an environment where innovation meets tradition. About this role To assist and embed application initiatives which may include new solutions, upgrades, patches and/or improvements. Ensure business users understand the functionality of the solution and provide the necessary training and advice. Provide problem and priority incident management, providing first level advice and service to staff, managing requests and troubleshooting incidents to resolve or escalate where necessary. Skills and experience Experience transferring skills to colleagues including end users Applying information systems knowledge with the ability to assist users to resolve their own problems with applications and systems Ability to adapt to rapidly changing technological developments Proven relevant industry experience Key Responsibilities Meeting service request and incident management call resolution expectations (ITIL). Maintaining service request and incident records (SDP ManageEngine, JIRA). Be a voice for customers ensuring that problems, issues, requests and enhancements are prioritised and aligned to business outcomes Supporting users in the use applications by providing necessary training and advice. Allocating more complex calls to the relevant IS support teams. Proactively shares knowledge within the team and with clients on calls through the call management process and the maintenance of documentation. Ensure documentation about the operation and configuration of new systems and applications is accurate and complete Administer core application software (OneCouncil) Problem and priority incident management processes and procedures applied to analyse, identify root cause, work around, business communication and testing to resolve and return systems to operating state. Actively participate and contribute to projects, sharing best practice knowledge, system and process expertise to assist in the delivery of quality project outcomes and ongoing support and BAU processes are in place. Provide organisational communications on the status of outages or known issues, impact and expected resolution Actively participate, comply and engage in all health & safety activities, policies, and practices including Civil Defence. Te Kaunihera o nga Roto o Rotorua (Rotorua Lakes Council) is committed to working in partnership with Te Arawa, our local iwi. We aspire to being a bicultural organisation and we value staff who speak te reo Maori, have an appreciation of Maori values, and a working knowledge of tikanga Maori. Sound like you? Click on the link to apply today! #J-18808-Ljbffr