Service Desk Analyst

at  Waste Management

ABOUT US

Here at WM New Zealand Ltd we do much more than collect residential or commercial waste. We are New Zealand’s leading resource recovery, recycling and waste management provider who are committed to safeguarding our beautiful environment. This is done through sustainable management of our valuable resources. Put simply, sustainability is what we do!
Job Description
Are you passionate about providing top-tier interactive service while navigating the dynamic world of IT support? If so, we invite you to become a crucial part of our team as a Service Desk Analyst!
Your main goal is to champion customer service, serving as the go-to expert for our WM New Zealand staff. You’ll be at the forefront, managing the complete resolution process and ensuring that our IT systems operate at peak efficiency.
This role is based on site and some travel may be required to our regional sites.

QUALIFICATIONS

• Previous experience in a Service Desk or IT support role.
• Proven track record of achieving Service Desk Key Performance Indicators.
• Experience in providing Level 1 and Level 2 support for IT infrastructure.
• Previous experience in creating and updating system documentation.
• Demonstrated ability to provide training to staff on key IT systems.
• Qualifications within the IT field is preferred

• Achieve Service Desk Key Performance Indicators - ensuring that our IT services exceed performance metrics.
• Achieve Service Desk Service Level Agreements when delivering customer support services.
• Provide Level 1 and Level 2 Support for IT Infrastructure.
• Diagnose and Resolve Priority Issues & escalating if necessary.
• Create and Update System Documentation.
• Record Work in Service Management System - Document as you go for tracking and continuous improvement.