IT Support Analyst

Help Desk Specialist – Christchurch, New Zealand

Are you a Service Desk or IT Support Specialist looking to take your career to the next level?

This is a great opportunity for you to join a community-focused company that supports an interesting and diverse range of hardware, software, and IT services and are committed to continuous improvement in the way people engage with them.

So, what’s the role?

As a member of a dynamic Help Desk team, you will thrive in an environment with plenty of challenge, variety, job satisfaction and exceptional opportunities for learning and development. As well as this:

Customer Experience:

• Professionally and proactively handle requests from customersand ensure that issues are resolved both promptly and thoroughly. A focus on getting the best possible outcome for the customer
• Thoroughly and efficiently gather customer information and fulfil customer needs, educate the customerwhere applicable to prevent the need for future contacts, and document interactions through contact tracking
• Some of our customers are Te Reo speakers, a skillset currently missing from our team, so having a strong understanding or fluency would be very advantageous.
• Maintain a balance between company policy and customer benefitin decision making. Handle issues in the best interest of both customer and company

Problem Solving:

• Provide quality service and support in a variety of areas – Internet connectivity, firewalls, and other cloud-based services
• Troubleshoot customer issuesover the phone and via email
• Use information and monitoring systems to analyse the customer’s situation
• Continuously evaluate and identify opportunities to drive process improvementsthat positively impact the customer’s experience

Relationship Building:

• Establish and maintain strong relationships with customersthat embody the company culture, customer promises and principles
• Develop relationships with appropriate stakeholders, the vendor and other providers to aid the smooth resolution of issueswith ultra-fast broadband and associated services
• Engage with others in the organization to help build an open, supportive and positive working environment across the entire organization

So, if you have the above, are customer-focused, able to take initiative and are a quick learner, you’ll fit right in!

Who are we looking for?

Combined with your IT or Computer Science qualification, or experience of at least 2 years in a similar role supporting incidents at level 2 mainily, you will be enthusiastic about IT and your tech skills will be top notch.

You will have a high level of technical skills and experience with troubleshooting and resolving issues within tight timeframes. Thorough knowledge of wireless, desktop and networking technologies.

Engaging with all levels of the business and customers, you will be able to adapt your communication style and delivery method to suit users’ abilities, providing clear and succinct solutions and training where necessary.

You will be joining a fun, diverse, and supportive team in a fulfilling role. If you’re committed to growing your skills while providing the best possible service, then this is the role you’ve been waiting for so hit apply now or contact Belcy Espitia on bespitia@welovesalt.com

Applicants must have the right to work and live in NZ

Following Salt New Zealand’s success at the 2022 RCSA Industry Awards ― where we won the ‘Excellence in Client Service’ and ‘Excellence in Candidate Care’ categories ― we’re proud to have been finalists in the 2023 RCSA Awards ‘Excellence in Client Service’ and ‘Excellence in Candidate Care’ categories. Thank you to our clients, candidates, and Salt team members.

Salt is acting as an Employment Agency in relation to this vacancy.