Service Desk Engineer

September 22, 2024

The New Zealand Automobile Association Inc.

Auckland City

FULL TIME

Reference: 36049
Posted on: 23 Sep 2024
Closes on: 14 Nov 2024 23:41
Locations: Auckland - Central

Job level: Entry (0 - 2 years)
Work type: Full-time
Additional info: service desk engineer.pdf

What You'll Be Doing | Mō te Tūranga
As a Service Desk Engineer, you'll ensure smooth IT service delivery, supporting end-users and aligning services with business needs. You'll handle incidents, manage service requests, and oversee escalations, while working closely with internal teams to meet SLAs and KPIs.
Key Responsibilities:

Resolve incidents and service requests efficiently
Meet or exceed service level agreements (SLAs) and KPIs
Communicate status updates to end-users
Escalate unresolved issues to higher-level support
Maintain and update a knowledge base for common issues
Identify opportunities for continuous process improvements

About You | Mōu
To thrive in this role, you'll need:

Strong technical problem-solving skills with desktop computers and software
Good understanding of Microsoft products (Windows OS, Office Suite)
Knowledge of ITIL, Agile/Scrum frameworks, and change management processes
Excellent communication and customer service abilities
Experience handling multiple incidents and prioritizing effectively
Ability to create and maintain technical documentation
Strong organizational skills and time management
Some knowledge of PCI compliance and Dev Sec Ops (preferred)
IT qualification with experience in Service Desk/IT Support (preferred)

What We Offer | Ngā āhuatanga kei a mātou

Free AA Membership for you and your whānau
NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
A day off for your birthday
Hybrid working arrangement
Training available / career development
Discounted insurance

Working with the AA | Me mahi tahi tatou ki AA
For over 120 years we've been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands.
From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.
Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.
Come join us and take your career on its next adventure!

Applications close on 14 Oct 2024.
Please note that you must hold current entitlement to work in New Zealand to be considered for this role.

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.
We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch. We'd love to korero to see if you might be a great fit for the role.

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