Help Desk & IT Support (Information & Communication Technology)Full timeHealthcare domain knowledge is advantageousRotating On Call Hours, 1 week every 2 monthsHigh performing team with opportunities for growthOnsite at Auckland CBD OfficeStrong experience needed within a large corporate environment including: PowerShell, MS Licensing, AD, Prem Azure & AzureAD, MFA, ITSM & group policyAbout the role:The Senior Service Desk Engineer provides an excellent customer service experience through various channels and achieves a high rate of service fulfilment for all our client's internal staff. This role ensures that the team standards in incident, process, training, and client values are achieved by the wider Service Desk team. It serves as the first point of contact for most staff members, providing Level 1 and 2 support across various tools and technologies.Responsibilities include:Provisioning and supporting diverse digital and technology services for all end users and Joint Venture personnel.Offering excellent customer service over the phone, by email, or in person.Logging, managing, and resolving incidents and service requests with exceptional detail.Maintaining and updating the Service Desk knowledgebase to improve First Call Resolution and reduce resolution timeframes.Driving Service Desk performance and assisting the Service Desk Manager in achieving KPIs and team targets.Creating training materials for continuous upskilling across the Service Desk.First point of contact for all Digital Services and stakeholders, providing phone, email, and in-person support.Logging and managing requests, incidents, and problems.Proactively managing assigned support calls, providing follow-up and feedback to users.Providing technical expertise and acting as an escalation point for the Service Desk team.Participating in Service Desk coordination tasks and contributing to quality monitoring programmes.Provide Level 1 and 2 support for all production services.Occasional after-hours and weekend work on call.Assist with user education through materials such as tip sheets.Ensure communications are written in a non-technical, customer-friendly manner.Assist in conducting process and customer experience reviews.Experience and skills required:5+ years of experience in IT service and support within a corporate environment.Excellent communication and interpersonal skills.Knowledge of ITIL and experience with ITSM tools and desktop technologies.Experience managing people or backlogs.Knowledge of hospital or healthcare environments is advantageous.Please note - applicants must be located in Auckland and have the right to work. Our client is not accredited and therefore cannot sponsor.If you meet the above requirements due to your previous work experience, please apply via the prompts and Paula Rae Broussard will be in touch. ****** application will include the following 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 Engineer?What's your expected annual base salary?
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