IT Support Analyst

Mō tēnei tūranga  About the role

The IT Support Analyst role provides level 1 and 2 support to Whakarongorau Aotearoa internal business users across New Zealand. With a primarily technical focus the role provides end user support for all hardware software applications and peripherals servicing all users based in our national offices as well as those working remotely.
The role is responsible for incident and request ticket management improving our current knowledgebase and providing outstanding customer service to our kaimahi.

Ngā haepapa matua  Key responsibilities

• Provide responsive desktop and application support ensuring a great customer experience
• Prioritise and resolve incidents and requests escalating when needed
• Proactively reduce recurring issues and suggest solutions
• Manage deployment of laptops desktops thin clients and mobile devices
• Support major incidents outages maintenance and software releases to minimise downtime
• Investigate and resolve root causes of application errors
• Escalate risks and maintain records of configuration changes and updates
• Document incidents problems changes and contribute to the team knowledge base
• Continuously develop understanding of IT systems business applications and Whakarongorau frontline services
• Build expertise in key platforms such as CRM (Spectrum) CXone HL7 and SharePoint

Ngā hua mōu Whats in it for you

• Enjoy a supportive hybrid working environment with regular work-from-home days each week
• Benefit from birthday leave and a half-day off every month to prioritise your wellbeing
• Access exclusive discounts with Boost and Samsung
• Bring your furry friend to our dog-friendly office
• Be part of a collaborative team working towards better health outcomes for all of Aotearoa

Qualifications :

Pehea koe About you

Ōu wheako ōu mātauranga hoki - Qualifications and experience

• Bachelors degree in Software Engineering Computer Science IT Information Systems or a related field (desirable)
• 1 years experience in application support or a related IT role (desirable)
• Proven IT and customer support experience with a proactive approach to service improvement
• Familiarity with call centre technologies including CRM platforms and contact centre solutions
• Excellent communication skills with the ability to simplify technical concepts and connect with diverse users
• A collaborative team player with strong problem-solving and analytical skills
• Flexible and driven to enhance IT services across Aotearoa
• Passionate about continuous learning and supporting team development through training

Ōu āheitanga ōu pūkenga hoki - Skills and competence

• Commitment to equity for Māori tangata whai ora and priority populations in Aotearoa
• Strong understanding and application of Te Tiriti o Waitangi
• Excellent communication skills with the ability to simplify technical language
• Collaborative team player with strong problem-solving and root cause analysis skills
• Knowledge of software development scripting and automation
• Solid understanding of SQL Server databases including SQL jobs and ETLs (desirable)
• Awareness of innovation in application design and a passion for self-development
• Experience supporting core services and applications:
  • Windows iOS and Android
  • Microsoft 365 Suite
  • Active Directory (On-Prem and Azure)
  • CXone telephony suite
  • CRM and contact centre platforms
  • Azure Virtual Desktop Infrastructure

If you are excited about this role and think you have what it takes but your experience doesnt align 100% we still want to hear from you and would encourage you to apply.

Additional Information :

Ō tātou uara Our values

Our values underpin all we do and how we do it. We are looking for people who align naturally with these values and will champion them:

• Mahia te mea tika / Do the right thing
• Hihiri e te kounga / Motivated by quality
• Ngākau nui ki te pai ake / Passion for better
• Pokohiwi ki Pokohiwi / Shoulder to shoulder

Remote Work :

No

Employment Type :

Full-time