Service Desk Analyst – Application Managed Services
Deloitte
Auckland City, AUK
5d ago
source : ExploreJobs

The OpportunityOur award winning consulting team delivers solutions at the cutting edge of technology from delivery through to support.

Our commitment to our clients is second to none, and with that in mind, we have new vacancy within our Application Managed Services team for a talented Service Desk Analyst to support our clients as a first point of contact.

We are currently looking for a 6 month fixed-term full-time employee for this exciting opportunity!The role will involve managing 24x7 support for a range of clients through their application and technology issues, including maintenance and enhancements, and may include the following : Provide first level support as the first point of contact on the service desk for customer queries and issues under a 24x7 (rostered) environment.

Create, log and handle incidents or service requests (tickets) using our service management and fulfilment processes, in line with frameworks and Service Level Agreements (SLAs).

Manage customer requests and expectations, maintain documentation, and ensure effective and professional communication with internal teams and customers.

Gather all relevant information on incidents and service requests accurately and escalate with appropriate support staff to resolve issues in a timely manner.

Actively monitor and maintain the relevant service desk systems and processes.Communicate with internal teams and customers on status and progress of open incidents, escalating if SLA breaches are at risk, and confirm closure of incidents with all relevant parties.

Create and maintain service desk ticket, performance and financial reports.Work as part of team to actively provide continuous service improvements to ensure we maintain the high level of support our customers expect.

About YouThis is a rare entry level opportunity that suits a recent graduate or someone with around 2 years’ experience in a support / service desk role.

You are driven, self-motivated and pride yourself on providing a high quality service that is expected and delivered from one of New Zealand’s largest and most respected professional services firms.

You should possess : Up to 2 years work experience in a support or service desk environment or recently graduated.An understanding of ITIL and ITSM principals, processes and frameworks is advantageous.

Excellent telephone manner and English language skills, both verbal and written.Ability to work independently and collaboratively with wider functional and technical consultants, translating requirements between clients and your Deloitte colleagues.

Exceptional organisational and problem solving skills, demonstrating an ability to understand commercial challenges, and translate them into technical requirements to escalate with appropriate channels and following through progress to completion.

Passion to learn about various technologies, from applications to infrastructure. Some understanding of technologies including ServiceNow, AWS, Windows, SAP, Oracle, Salesforce, Networking or Linux will be highly advantageous.

Proficiency in Microsoft Excel is a must, with an ability to extract and manipulate data to create reports / dashboards.About usOur People and Culture make this a great place to work.

Each of us is unique and valued for that, among the best and brightest in the business, and takes pride in our own achievements and the success of others.

The culture is about inclusion, collaboration, high performance, and opportunity.Our values underpin everything we do : We keep it real We find new and better ways We play to win We are better togetherAll this translates into the best environment in which to drive your career forward.

We are dedicated to helping our clients and our people excel. We celebrate diversity, and consider it a competitive advantage.

We are passionate about the New Zealand technology industry. If you are excited about the future of technology and you want to build a future-proof career while working within a collaborative and supportive culture, come and join us as a consulting professional, leader and practice-builder.

We can promise opportunities to grow your career in a culture that develops, challenges, innovates and inspires.Interested?

If you have a passion for learning from talented people and would like to benefit from the support of a global organisation and network, apply now or contact Carey Wong on +64 9 952 4202 for a confidential conversation.

Please be aware that only candidates with the legal rights to work in New Zealand will be considered.Deloitte is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion.

Knowing that people work best in different ways, we are happy to discuss alternative arrangements if the working pattern you are looking for is not specifically indicated.

If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.

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