Service Delivery Coordinator

at  Theta

We are a highly regarded, New Zealand-owned technology company. We offer a creative and stimulating work environment and value and respect inclusivity and diversity.
About this role | Mō tēnei tūranga mahi
Our Service Delivery team provides valuable support and liaison services with our specialist practices to deliver IT and IS services to our customers. They work closely with our practices delivering services ranging from application support, enterprise server and network services, cloud services and desktop services.

As a result of growth in our customer services, we are looking for:

• Someone who wants to establish a career in service management in IT
• A self-starter with drive to come into a team in Auckland
• Have a passion for customer service and drive.

You may be at the start of your career and now see a future for yourself in IT. The role sets you off a career to be a service delivery manager in the future.

Key Responsibilities

• Oversee the day to day incoming customer support requests and calls
• Provide updates and reports to our customers
• Liaise with Theta practice staff for task assignment
• Work with our partners and 3rd parties involved in service delivery
• Oversee Change Management tasks and communications
• Oversee ticket progress and resolution
• Assist with delivery reporting

Skills and experience | Ngā pūkenga me ngā wheako

• A minimum of 2+ years experience in a junior Service Management or ICT related role
• ITIL certification is essential
• Experience in Service Desk environments and application support
• Experience with ticketing systems and reporting
• A working knowledge of customer focussed IT delivery
• An understanding of Change Management processes
• You are well organised and able to multitask in a busy environment
• Have a passion for customer service and have excellent relationship skills

About us | Mō mātou
Our people are awesome problem solvers who love turning tech into real world solutions. We thrive on enabling NZ businesses with smarter outcomes.
Join a creative, stimulating, and inclusive work environment that encourages participation and innovation, with many opportunities for professional growth. Our team of circa 300 is dispersed all over New Zealand, with offices in Auckland, Tauranga, Wellington and Christchurch. Work alongside some of the best and brightest in the industry - does this sound like a bit of you?

• Oversee the day to day incoming customer support requests and calls
• Provide updates and reports to our customers
• Liaise with Theta practice staff for task assignment
• Work with our partners and 3rd parties involved in service delivery
• Oversee Change Management tasks and communications
• Oversee ticket progress and resolution
• Assist with delivery reportin