Service Desk Analyst - Fixed Term

He kōrero mō mātou | About Watercare

Ki te ora te wai, ka ora te whenua, ka ora te tangata
When the water is healthy, the land and the people are healthy

Now is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $3.8 million every day!

He whakamārama mō te tūranga mahi | About the role

This is a fixed-term position through to October 2027, providing cover for an employee on secondment.

In this role, you'll provide responsive, friendly and practical support across a range of digital services. You'll be responsible for logging and managing service requests, resolving issues where possible and ensuring cases are assigned and escalated appropriately.

You'll also support user access, mobile devices, onboarding and offboarding, while maintaining accurate service and asset information.

Key responsibilities include:

• Providing first-level technical support through email, phone, web portal and face-to-face channels
• Logging and managing cases through the Service Management system
• Administering user access across digital systems, applications and security
• Coordinating mobile phones and smart devices
• Maintaining device security profiles, asset information and telephony reports
• Supporting employee onboarding and offboarding, including systems access and hardware
• Communicating outage notifications clearly and promptly
• Working with digital suppliers to resolve issues
• Providing helpful advice and guidance to people across Watercare
• Supporting compliance with digital policies, security requirements and internal procedures

Ngā pūkenga e rapu nei mātou | About you

You'll be someone who enjoys helping people and can explain technical information in a clear and approachable way. You'll be comfortable managing multiple priorities and working collaboratively to find practical solutions.

You'll bring:

• Previous experience in a technical support or service desk role
• Exceptional customer service and communication skills
• The ability to explain technical information to non-technical people
• Strong organisation skills and the ability to manage competing deadlines
• A good understanding of digital technologies and modern workplace practices
• A collaborative and solutions-focused approach

Ngā pūkenga e rapu nei mātou | About you

You'll be someone who enjoys helping people and can explain technical information in a clear and approachable way. You'll be comfortable managing multiple priorities and working collaboratively to find practical solutions.

• Previous experience in a technical support or service desk role
• Exceptional customer service and communication skills
• The ability to explain technical information to non-technical people
• Strong organisation skills and the ability to manage competing deadlines
• A good understanding of digital technologies and modern workplace practices
• A collaborative and solutions-focused approach
• A dynamic team player who is always ready to adapt and support colleagues

Experience with the following would be an advantage:

• Microsoft 365 user administration and support
• Azure Active Directory and Active Directory
• ServiceNow ITSM
• Intune Device Management
• ITIL practices or an ITIL Foundation certification
• A degree in Computer Science or an equivalent qualification

Ngā hua mōu | What's in it for you

We offer a competitive salary and staff benefits package including:

• Training and development opportunities
• Life and income protection insurance plans
• Generous parental leave
• Employee discounts at a range of large retailers

Me pēhea te tono mai | How to Apply

Come and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today - www.careers.watercare.co.nz