Senior Customer Services Analyst
Waikato District Health Board
Hamilton, New Zealand
7d ago

Do you strive for customer service excellence? Are you a team player with a can do attitude?

Do you enjoy working in a fast paced environment whereyou can make a difference in supporting our health professionals?

Are you technically savvy with a passion for solvingproblems?

Have you supported and contributed in deliveringprojects?

Do you aspire to progress your career in theIT / Customer service industry within one of NZ’s largest District Health Boards?

If this sounds like you; read on .

As a Senior Analyst, you will work in a teamenvironment where you must have a passion for dealing with customers and be akey member of the IS support team.

You will be outcome focussed and drivedelivery of our SLA objectives. Aservice orientated approach to problem solving is essential, as well as theability to work closely with other members of the IS teams and our customers.

The Customer Service Centre is the single point of contact to the business forthe support of application and system software, hardware and the desktopenvironments.

You will be expected towork closely with customers to resolve their issues, owning escalations and understandhow to work effectively in a large and diverse technical team in a busy and complexenterprise environment.

Along with being a role model, your role is instrumentalin the coaching and growing the wider team. As subject matter expert for ourITSM tool (Cherwell) you will recommend and develop customer focussedimprovements.

The position requires an effective communicator as youwill regularly engage with customers, vendors and stakeholders.

You will have :

  • IT tertiary qualification or equivalent of atleast 2 years industry experience in IT support.
  • ITIL Foundation Certified (desirable).
  • Previous experience in a customer service role.
  • Previous experience in a call centre and / orservice desk.
  • Experience and an understanding in CRM andITSM tools.
  • Technical problem analysis and a provenapproach to troubleshooting of hardware and software.
  • The ability to be a critical thinker who candemonstrate initiative, make decisions and articulate the process used.
  • The ability to communicate with people of alllevels of the organisation.
  • An ability to get a good understanding of abusiness, its people, objectives, systems and processes.
  • We are continually looking at improving our service toour customers but equally to our employees where career and learning anddevelopment opportunities are significant.

    There is never a dull moment in our CustomerService Centre we are busy, we work hard and we have fun!

    Please apply directly online or to review the position descriptionplease . For moreinformation about the role please contact Robyn Paynein the Recruitment Team on (+64 7 839 8923) or email

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