IT Technical Support Specialist
RELX Group plc
20d ago

The RELX Group is aworld-leading provider of information and analytics for professional andbusiness customers across industries.

  • In the Pacific (AU & NZ) ourcompanies include, LexisNexis, Elsevier and Reed Exhibitions; who all produceindustry-leading content across legal, medical and scientific;
  • viapublications, electronic tools and targeted industry events.

    We are currentlylooking for an experienced, Technical Support Analyst to work in our Wellingtonoffice. You will be responsible for supporting desktop systems, mobiledevices, and applications within the RELX Group of Companies.

    These systemsmust be maintained to provide maximum availability to the users and theapplications they are running.

    The working hours areflexible and geared to someone who wants to work 5 half-days a week. This maysuit someone who is returning to the workforce with family commitments or couldsuit an individual who is studying part-time.

    Reporting to the ITDirector in Australia, this position will see you work in a customer-facingrole across LexisNexis in New Zealand and dealing with a wide range of peopleup to CEO-level :

    Specificresponsibilities include :

  • Taking ownership of issues escalated by 1st Level / Helpdesk support ensuring a resolution is met and communicated to impacted parties appropriately
  • Escalation of issues to 3rd Level support where required
  • Coordinate software upgrades and rollouts with the assistance of the 3rd Level team and / or application support teams
  • Completion of special projects assigned by IT management, including support to other offices in New Zealand
  • To be successful inthis role you will need :

  • Thorough understanding of IT infrastructure and business specific applications, with a very strong knowledge of PC / MAC Hardware and Operating Systems (Win7 to Win10, and OSX), mobile devices, and Microsoft Desktop applications.
  • Outstanding analytical, problem resolution and research skills
  • At least 2 years’ previous experience in a corporate IT Technical Support role
  • Demonstrated ability to take ownership of incidents and problems escalated by 1st Level Support, ensuring a resolution is met, and communicated to impacted parties appropriately
  • The ability to deal with a wide range of people, both locally as well as remotely
  • Ability to effectively manage your time to ensure all SLAs are met and stakeholders are happy
  • Effective customer service and communication skills
  • Troubleshooting skills for basic and complex technical support issues
  • Most importantly youwill bring with you a results-focused approach to your work, the ability tothink logically and troubleshoot a wide range of issues, but at all timeskeeping a positive approach to your work, and going above and beyond inensuring your internal customers are happy.

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