Service Desk Analyst

at Crombie Lockwood
Published August 9, 2023
Location Auckland, New Zealand
Category Admin and Clerical  
Job Type Full-time  


Service Desk Analyst Crombie Lockwood location Auckland.

About the role as a Crombie Lockwood Service Desk Analyst, your job involves providing technical support and assistance to our end-users. The primary goal is to ensure that all IT-related issues are resolved promptly, efficiently, and ensuring minimal disruption to business operations.

Reporting to the Service Desk Team Leader, responsibilities for this role include demonstrate our values, our ‘DNA’ through your actions and decisions to help achieve our mission, to position our clients to financially survive any insurable event.

Serve as the first point of contact for end-users seeking technical assistance through various channels, including phone, email, chat, or in-person. Diagnose and troubleshoot hardware, software, network, and other IT-related problems reported by users. Provide step-by-step solutions or workarounds to resolve issues promptly.

Create, update, and manage support tickets in the ticketing system, ensuring accurate and comprehensive documentation of support requests and resolutions. Escalate complex or unresolved issues to our internal Infrastructure and Application Development teams while ensuring timely follow-up with users to provide status updates.

Assist with the setup, configuration, and deployment of laptops, mobile phones, software applications, and peripherals. Install, update, and maintain software applications, ensuring compliance with licensing agreements and security protocols.

Create and maintain comprehensive documentation of system configurations, processes, and procedures. Develop knowledge base articles, FAQs, training, guidance and user guides to facilitate self-service and promote best practices.

To be successful in the role, we are ideally looking for the following proven customer service and communications skills with the ability to remain patient, courteous, and professional when assisting users.

A passion for technology and customer service. Excellent proficiency in problem-solving, troubleshooting, and analytical skills. Prior experience in Microsoft Applications and Operating Systems such as Windows 10 and the Microsoft Office Suite. Experience with windows server administration, Active Directory, group policy, etc. Ability to prioritize tasks, manage workload effectively, and meet deadlines. A mature and strong work ethic. Demonstrated ability to collaborate and work well within a small team environment.

It would be highly advantageous if you have the following experience to add. Prior experience working in a Citrix environment. Knowledge of basic laptop hardware and mobile phone technology. Familiarity with Apple iOS devices. Experience and ability to train and coach others. Self-motivated and independent thinker. ITIL certification or other IT service related qualification

Working at Crombie Lockwood We're one of the largest insurance broking companies in New Zealand, placing premiums in excess of $1 billion. We work hard, and success doesn’t just happen, we make it happen. We’re always looking for new ways to do more and to be better.

We support you to develop your skills with excellent learning and development opportunities within a friendly team environment – apart from this we offer the following benefits comprehensive reward and recognition programme. Discounted personal insurance. Yearly wellness contribution. Yearly flu vaccinations.

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