Service Desk Analyst

Our client, a leading IT Managed Service Provider, is seeking a dedicated and knowledgeable Service Desk Analyst to join their dynamic team. This role is pivotal in ensuring the smooth operation of their services, providing first-line support to customers and resolving any issues or service requests efficiently.

The successful candidate will be the face of the company, developing positive relationships with clients and becoming a trusted advisor. This is an excellent opportunity for someone with a strong service orientation and excellent communication skills to make a significant impact on customer outcomes.

• Frontline role providing essential customer support
• Opportunity to develop and maintain positive client relationships
• Part of a dynamic team focused on delivering excellent service

What you'll do:
As a Service Desk Analyst, your primary objective will be to ensure that all phone calls, emails & alerts to the Service Desk are recorded correctly as Service Tickets. You will provide Level 1 & 2 issue resolution to customers in accordance with the service level commitments. Your role will involve processing all Service Desk related service requests calls, typically via phone or email, reviewing and actioning tickets generated by alerting systems, assigning tickets to the appropriate technical resource, escalating support and resource issues where necessary, and liaising with non-Auckland based IT Support partners.

• Develop and maintain positive relationships with clients
• Provide excellent customer service via phone and email systems
• Take shared responsibility for Incident Management and Service Request fulfilment
• Ensure all Service Desk activities are performed as per current Operations Processes and procedures
• Triage, assign & schedule tickets as required, in accordance with Operational Processes for the Service Desk
• Monitor alerting systems, raising and/or actioning tickets in response to alerts
• Identify complex technical issues for escalation to the Service Desk Coordinator or L2/L3 Customer Service Engineers
• Log and take responsibility for support cases with suppliers and other third-party organisations

What you bring:
The ideal candidate for the Service Desk Analyst role will bring a wealth of experience from operating within an IT Service Desk / Help Desk support environment. Your excellent phone communication skills will be crucial in providing top-notch customer service. You'll have a good understanding of IT Technical Terminology and a working knowledge of Desktop Operating systems, particularly Windows 10. Your basic understanding and working knowledge of network technologies such as WAN, LAN & WiFi will be beneficial in this role. Experience supporting O365, Microsoft OS & Applications would be highly advantageous.

• 1+ years’ experience within an IT Service Desk / Help Desk support environment providing Level 1 & 2 support
• Excellent phone communication skills and written communication skills
• Good understanding of IT Technical Terminology
• Working knowledge of Desktop Operating systems, Windows 10 in particular
• Basic understanding and working knowledge of network technologies, WAN, LAN & WiFi
• Experience supporting O365, Microsoft OS & Applications

What sets this company apart:
A national MSP with a great reputation and growing list of clients. They take the training, development and well-being of their staff seriously and have lots of benefits and exciting events happening throughout the year.

What's next:
Ready to take your career to the next level? Don't miss this exciting opportunity!
Apply Today by clicking on the link!

Robert Walters endeavours to review all applications in a maximum of five working days. If you have not received correspondence within this timeframe please do not hesitate to contact Sam Palmer on 09 374 7300.