Senior Service Desk Analyst
Mō te Tūranga | About the Role
We are looking for a Senior Service Desk Analyst to join our Digital Services team! This role will provide an excellent customer service experience through a variety of channels and achieves a high rate of service fulfilment for all Southern Cross Healthcare employees.
The Senior Service Desk Analyst will be responsible for ensuring the standards across the team in Incident, Process, Training & SCHL values are achieved by the wider Service Desk team and will also be one of the first contact points for most employees, providing Level 1 and 2 support with a wide variety of tools across a variety of technology.
The Senior 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 with exceptional detail in line with logging standards
- Maintaining/updating the Service Desk knowledgebase, in turn, increasing the rate of First Call Resolution (FCR) and reducing Speed to Resolution/Resolution Timeframes.
- Responsible for driving the Service Desk performance assisting the Service Desk Manager to achieve the agreed KPIs & team targets
- Actively creating the required collateral to provide continuous training & upskilling across the Service Desk
- Driving the Quality Assurance program across the Service Desk to ensure consistent and world class customer service delivery
Ngā pūkenga me ngā wheako | Skills and experience
- Experience working in IT service and support, call centre or similar technical roles.
- Minimum of 5 years’ experience within a corporate environment.
- Excellent communications skills, especially over the phone and via email.
- Ability to work well under pressure and be a ‘steady hand’ to the wider team when faced with multiple priorities
- 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.
- Experience with modern ITSM tools, methodologies, and best practice usage
- Knowledge of a wide range of Desktop technologies including; M365, Teams, 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
- Discounts on products and services from a range of our partners
- Wellbeing programme
- Employee referral bonus scheme
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.
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.
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.