Service Desk Analyst

Tribe Recruitment

About The Company

  • We work in partnership with our customers to leverage efficiencies and economies of scale to support the goals of improving the outcomes for our customers.
  • To enable this, we’re helping our customers prepare for a rapidly advancing digital future by transforming the information and communications technologies that underpin our services in the region.
  • Our services include Technology Services, Customer Services, Project and Programme Services, Internal Audit, and ICT Transformation.

About The Role

  • Support of a large company internal employees and over 2000 applications within a team of 40
  • Work on Service Desk and grow into working on IT projects as required
  • ITIL processes are followed as implemented within IS.
  • Incoming incidents and service requests (30-40 daily calls) are logged into the Service Management tool.
  • Users that have logged calls are informed of call status and progress.
  • Call progress is monitored and any escalations are managed within the guidelines of the SLA.
  • Call is managed through the incident and request life cycle, including customer verification and closure once resolved or completed.
  • As many calls as possible are resolved within the service desk at first point of contact
  • Knowledge about supported services is maintained and up to date whenever a change is implemented or discovered
  • Major incidents are escalated promptly to management or the incident coordinator and managed appropriately within the Major Incident Procedure
  • Appropriate and timely communication with Users and Support teams and all other key stakeholders is delivered as per the documented incident, major incident and service request management procedures
  • Accurate and timely processing of incidents according to established policy and procedures
  • Ensure inbound incidents are promptly responded to in a professional and friendly manner, with immediate response available to all users
  • Perform tasks according to agreed Information Services standards and procedures
  • Manage escalated incidents as per Service Level Agreements
  • Perform administrative tasks that support incident management
  • Ensuring SLA targets proactively managed
  • Proven ability to deliver a consistently high volume of work under the pressure of deadlines and with an effective attention to detail
READ:   Personal Assistant/Team Administrator


Flexible shifts between 7am -7pm, after initial learning period WFH every other week, 2 blocks from train station

About You

  • 6-12 months experience in a busy Service Desk or Customer Service environment.
  • Relevant Microsoft 1st/2nd level support certification (such as MCP/MCSA)
  • Proven experience in the support of MS Office applications including Office 2003/2007/2010
  • Proven experience in the support of Windows XP/7/10 operating systems
  • Tertiary qualified in IT or business ideally
  • Sound understanding of ITIL principles
  • ITIL Foundation V4 certification ideally
  • Sound understanding of MS Active Directory, Exchange tools, Citrix.
  • Proven experience in the use of remote desktop tools (such as Windows Remote Desktop Connection)

Apply Now!

To apply for this vacancy you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people, and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We’re all on a journey together so come along…

  • Seniority level

    Entry level

  • Employment type


  • Job function

    Information Technology

  • Industries

    Marketing and Advertising, Staffing and Recruiting, and Financial Services


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