Service desk analyst

Join a dynamic team as a Service Desk/IT Help Desk Specialist! Position: Service Desk/IT Help Desk Specialist

• Location: Hamilton, NZ
• Rate: NZD $35 P/H
• Duration: 6 months (with potential for permanent position)

• Experience: 2-3 years in Service Desk, voice customer service, and support with problem-solving in hardware, software, and networks.
• Certifications: Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification. ITIL knowledge of V2 or V3, especially in Service Desk, Incident, Problem, and Change Management.

• Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for end users.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate relationships with vendors and support staff for problem resolution.
• Administer and provide user account provisioning.
• Use Incident Management System to document and manage problems and work requests.
• Respond to calls, emails, messages, and tickets from users.
• Assign work orders/incidents to appropriate support teams and follow up until closure.
• Escalate complex problems to appropriate support specialists.

• Phone support experience necessary.
• Technical Service Desk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.

• Hands-on experience with Windows 7, Windows 10, Windows Server 2008, Windows Server 2012.
• Active Directory, Exchange 2019 online and on-prem.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications.
• Internet browsers (Explorer, Chrome, Edge).
• InTune MDM, SAP - user provisioning and maintenance.
• MS Office Suite (Office 365), MS Teams & SharePoint Support, SCCM.
• Desktop EUC tools, ITSM ticketing tools such as ServiceNow.
• Expert knowledge of Corporate VPN technologies.
• Support for laptops, desktops, and manufacturing and corporate printing environments.