ServiceDesk Support

About Ground Transportation Systems NZ

Together we develop the future by shaping the world around us – here and now! Passion for innovations and breakthrough technologies is what drives us ever onwards. 

Travelled by public transport in Auckland recently?  
When you bought your ticket or tagged on and off with your AT HOP card, you were using GTS NZ know-how.

The GTS New Zealand Operations team for the Auckland Integrated Fares System (AIFS) delivers maintenance and support services for AIFS devices and systems.  The team uses an IT Service Management tool which provides centralised planning and management of services using ITIL methodology.

The three primary operational services provided by the team are;

• Service Desk
• Maintenance and management of field devices
• Operational management and support of systems and test facility

As part of GTS New Zealand’s operational support team, the position reports directly to the Service Delivery Manager.

About the role

We are seeking a Service Desk Support person to provide mid-level operational, administrative and logistics support as directed by the Service Delivery manager.

The role requires the successful candidate to:

• Actively monitor devices and networks for alarms.
• Respond to and provide 1st line enquiry support for problems and service requests
• Provide remote trouble shooting of 1st line equipment or modules
• Dispatch 1st line maintenance teams for fault rectification
• Assist with maintaining test facility operational readiness for test programmes
• Reporting on overall systems performance and achievement of SLA
• Assist the Service Delivery Manager with the administration of Change Control Boards
• Assist the Service Delivery Manager in producing the monthly operations report and ad-hoc reporting as required
• Assist the Service Delivery Manager in maintaining and managing the Service Delivery tools including the incident management tool and inventory management tools
• Assist Operations by authoring and reviewing work instructions for the operations team
• Maintain records and documentation of AIFS project equipment and spares
• Ensure work is completed in accordance with relevant standards and processes
• Comply with instructions issued by the Service Delivery Manager or their peers
• Take responsibility for administrative, operational and logistic tasks assigned
• Comply with existing local work instructions and guidelines
• Contribute to the overall quality of tasks
• Works as a member of a team
• Effectively communicate with all levels of employees via meetings, written communications and one-on-one communication. Interact and work with management/employees to promote teamwork
• Maintain a sound working relationship with the customer and other relevant stakeholders
• Assist the maintenance team in proactively identifying issues and proposing solutions
• Other related duties as assigned
• Can work on rostered shifts (daytime) to provide required service coverage

Qualifications

• NCEA Level 3 or Tertiary Qualifications in Information Technology and/or Commerce

Essential experience

• Excellent English oral and writing skills
• Windows and Linux Server experience
• Computer networking, including basic understanding of TCPIP, Firewall operations and switch technologies
• Networking and fault finding experience.
• MS Office suite
• Customer interface.
• Sound interpersonal skills – good team player.
• Demonstrated self-starter.
   

Desirable experience

• Transportation or vending systems
• Exposure to Server environments

You must be a NZ citizen/resident and agree to a criminal record check or equivalent security clearance to apply. You also must be able to work rostered shifts (includes early morning, day and afternoon shifts) and be able to support an on-call roster for some after hours, weekend and holiday support. You must hold a current Drivers License.