Service Desk Analyst - Perm/Contract - Auckland

Requirements

• Minimum 2 years experience working in an onsite or desktop support role or similar preferred
  


• Broad understanding of Flight Centre’s full technology offering
  


• Specific understanding of Hardware and PC Support and the Standard Operating Environment (SOE)
  


• Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams
  


• Ability to present ideas in business-friendly and user friendly language
  


• Provide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of issues for endusers.
  


• Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS.
  


• Provide in-person support in Head Office locations, including assisting to facilitate hardware requests and ensuring procedures are executed to keep asset management tools up to date.
  


• Diagnose and troubleshoot hardware and software issues
  


• Assist with the maintenance and administration of IT systems.
  


• Use remote tools and diagnostic utilities to aid in troubleshooting
  


• Prioritize incidents and service requests according to defined criteria and follow processes to ensure customer needs are met
  


• Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed
  


• Identify trends and contribute to finding solutions for problems or challenging issues.
  


• Receive and document knowledge/solutions from Level 3
  


• Author, edit and review knowledge base articles following the KCS methodology for ETS team members and end users
  


• Promote knowledge sharing, including training for Level 1 employees and cross training peers.
  


• Identify opportunities to automate processes or shift to the Level 1 team
  


• Very Good Communication Skills