Service desk lead
healthAlliance
Auckland, New Zealand
4d ago
source : Jobg8

Looking for a role with purpose? A chance to make a difference? healthAlliance is one of New Zealand's Largest Shared services providers.

We support the four Northern Region District Health Boards (DHB's) with non-clinical shared services. Our ICT platform is a hybrid environment and our work supports the DHB's collective aim of improving healthcare outcomes for the nearly two million people who live in our communities.

We support the Covid response and you will be a valuable contributor to our response. Our focus is on modernising and strengthening core ICT foundations, simplifying the applications landscape, improving data sharing and interoperability , and working as a capable region.

We are going through a IT transformation journey with exciting opportunities for growth and development.

As a Service Desk Queue lead , you are an experienced Service Desk team member who enjoys being part of a team. You have a can-do attitude, good interpersonal and customer service skills building strong working relationships with key stakeholders and from within the team.

You enjoy working in a fast, changing environment. This is a Fixed Term Opportunity until June 2022.

The IT Service Desk provides 1st level desktop, network and application support to 27,500 customers across multiple sites.

The team manage more than 21,000 contacts per month and are responsible for logging and managing these incidents and requests under an ITIL framework . What you can expect

  • You will manage the delivery of work for the Customer Centre, across multiple channels and tools (Cherwell, Service Now, Mitel, iLign, etc.
  • forecasting, scheduling and managing this in real time

  • Production and delivery of management information reporting
  • You like to be well informed and on top of potential bottlenecks / backlogs from increased call volumes and proactive in assigning this to the wider team in order to achieve our SLA's
  • The role works closely with the Process and Knowledge lead to ensure standard operating procedures (SOP) are available and will work with other team leads to manage workloads and ensure that the roster demands are met
  • You will work closely with Change Management to ensure our change process is followed, and subsequent request for comments are raised
  • You are an experienced leader and enjoy supporting the team, being their point of information when they need it
  • You have solid technical skills and, whenever there is a need, don't shy away from rolling up your sleeves by helping the team out and getting involved
  • There will be a requirement to be contactable to assist via phone and ticket support (Queue work)
  • What we need to see from you

  • The ability to motivate and develop team members, creating high performing teams
  • Experience working in an ITIL aligned, high volume service desk (Beneficial)
  • Excellent knowledge of service desk support processes
  • Experience in investigating aging Incident Records / Service Requests and trend analysis
  • Advanced Microsoft Excel skills and be ITIL (V3 / V4) certified (Preferred)
  • Working in health brings its own special kind of reward and we're passionate about it. Through our people, there's a collective drive to deliver professional, sustainable and efficient services , creating a workplace that people are proud of .

    We embrace diversity and inclusion and provide a safe and supportive environment where our differences are celebrated and where individuals can thrive.

    If you see yourself thriving in this space, then apply now!

    Technology plays a significant role in the delivery of quality healthcare services and improving patient experiences. We work in collaboration with the DHBs to support their extensive ICT enterprise and to safely accelerate their digital transformation journey improving the way health information is shared across the region to support better patient care.

    Applications Close : Sunday, 21 November 2021 A copy of the position description can be provided on request, please email our recruitment team at

    Please note only candidates who have the right to work in New Zealand will be considered and all applications have to be submitted online.

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