Service Desk Analyst
National Support Office, Auckland
Mō te Tūranga | About the Role
We are looking for a Service Desk Analyst to join our Digital Services team at Southern Cross Healthcare! This role will be the first point of contact for most Southern Cross Healthcare employees providing Level 1 and 2 support with a wide variety of tools across a variety of technology. This role will work within a team environment alongside our other Service Desk Analysts.
The Service Desk Analyst will be responsible for:
- The provisioning and support of diverse digital and technology services (e.g., application support, user provisioning, user access, hardware support, mobile device operations, etc.) for all SCHL end users and Joint Venture personnel.
- Providing an excellent customer service experience over the phone, by email, or in person.
- Participating in Service desk BAU shift and on-call rostering for after-hours support.
- Logging, proactive management, and resolution of Incidents, Service Requests, and problem tickets.
- Maintaining/updating the Service Desk knowledgebase, in turn, increasing the rate of First Call Resolution (FCR) and reducing Speed to Resolution/Resolution Timeframes.
Ngā pūkenga me ngā wheako | Skills and experience
- Minimum of 3 years’ experience working in IT Support, Call Centre, or similar technical roles.
- Minimum of 3 years’ experience within a corporate environment (Enterprise level preferred)
- Excellent communications skills, especially over the phone and via email.
- Have a natural interest in helping people, and the know-how to build relationships quickly
- Have an interest in all sorts of technologies and be at ease in both consumer as well as enterprise-type technologies/solutions
- Knowledge of ITIL and associated Service management best practices.
- Knowledge of a wide range of Desktop technologies including: M365, Teams (supporting not just using), Outlook, Multi Factor Authentication, VPN solutions (RDS, PaloAlto Global Protect etc), Active Directory user management (on Prem AD, AzureAD, Hybrid solutions), Printers, MFDs, Label Printers, Remote Desktop technologies, Adobe Acrobat, Desktop level Hardware troubleshooting, Password reset tools & best practices, Group polices, Powershell scripting
Ngā mea ka taea e mātou te tuku I a koe | What we can offer you:
- Competitive remuneration package
- Funded health insurance
- Christmas and New Year breaks
- Nursing Council of New Zealand approved PDRP
- Flexible working arrangements
- Relocation allowance
- Discounts on products and services from a range of our partners
- Wellbeing programme
- Employee referral bonus scheme
- Opportunity to be part of our Employee Rainbow Network
Ko wai matou | Our Organisation
Southern Cross Healthcare is driven by a clear purpose to advance the provision of quality healthcare in Aotearoa New Zealand.
Our people are at the core of everything we do and the care we provide. We combine the skills of more than 4,000 people, including 2,000 nurses and anaesthetic technicians working with more than 1,200 specialists, surgeons, anaesthetists, and allied health professionals.
Together, we are one of the largest providers of healthcare in Aotearoa New Zealand and the most trusted brand in our industry.
Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity, and inclusion
As an organisation, we are committed to upholding the principles of Te Tiriti o Waitangi and providing a culturally safe environment that demonstrates manaakitanga and embraces the unique perspectives and experiences of our people.
We aspire to have a workforce that reflects the diversity of Aotearoa New Zealand and welcome applications from people of all communities and backgrounds.
If you would like to discuss your specific needs and how we can support you, please reach out to our Talent Acquisition team at careers@schl.co.nz for a confidential conversation.