Service Desk Support Analyst

at Strata Networks Limited
Published August 16, 2023
Location Auckland, New Zealand
Category Admin and Clerical  
Job Type Full-time  
$70,000 – $80,000 per year


Service Desk Support Analyst Strata Networks Limited location Auckland. $70,000 – $80,000 per year.

We are looking for a Service Desk Support Analyst to join our Service Desk team based in our office in Albany, Auckland. You’ll be part of a team striving to achieve the best possible outcome for all our Customers and develop skills and knowledge that form the foundation of a career in technology.

The role working as part of a national team, you will act as the first point of contact for technical support, answering support calls via email, phone, or in person. This is a technical role that will require that you identify, troubleshoot & resolve technical issues and service requests for our users as quickly and efficiently as possible within the SLA. You will also assist with the provisioning of laptop computers, user accounts, and other equipment when on-boarding new users or refreshing devices such as monitors, phones and laptops across various systems.

Key Responsibilities include respond to service requests and technical support assistance in person, via phone, or email. Take part in the on-call out of hours roster (every 4 weeks). Diagnose and resolve technical issues relating to hardware or software issues. Install, update, and support user applications.

Provision laptops and related hardware. Log all service desk interactions and document issue resolution using our ITSM system. Maintain accurate asset inventory when assigning equipment or software.

Prior Experience and Skills Required 2+ years relevant service desk experience. Education in an ITIL or equivalent experience. Relevant vendor certifications (MCP/MCSE) desirable. Excellent verbal and written communication skills. Patient and calm, capable manner.

Excellent knowledge and in-depth understanding of MS Windows 10 Operating system. MS Office 365 suite / applications. Active Directory Users and Computers. LAN & VPN concepts. TCPIP Networking essentials. Desktop Security. Document management concepts. AV technology (Teams, Zoom, Open UC).

Working at Strata Networks. You will enjoy a friendly, supportive and welcoming team and work environment with lots of learning opportunities. Working with the latest leading-edge technologies. Mobile Phone and Broadband subsidy.

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