Service Desk Support Analyst

Service Desk Support Analyst
Location: Christchurch
Full-time | Permanent | Hybrid - predominantly WFH

About the Role

As a Service Desk Support Analyst, your primary responsibility will be to provide remote support to users and systems, resolving incidents and fulfilling service requests to ensure that both staff and students can effectively access and use IT systems and services. Additionally, you will be deployed to client locations to address issues that require a physical presence, such as hardware installations, reimaging student lab machines, network troubleshooting, student orientation day support or other hands-on tasks.

This is a permanent full-time role. Work will be predominantly WFH but we require someone based in Christchurch to carry out any onsite work when required.

Key responsibilities include

Technical Support & Ticket Management

• Support ticket triage, resolution or escalation during NZ or AU business hours by accurately categorizing their priority level and support type: Incident, Problem or Service Request.
• Provide technical support and assistance to clients experiencing a range of IT related issues in a timely manner via phone, helpdesk ticketing and remote support channels.
• Taking ownership of problems by providing regular updates back to clients on resolution progress.
• Arranging repairs or replacement of equipment as necessary
• Regularly contribute to the IT support knowledge base about known solutions to issues.
• Maintain appropriate records of IT equipment in the asset register
• Any other duties or responsibilities assigned by line manager and/or IT leadership.
• Resolve tickets in a timely manner to meet SLAs.
• Take ownership of problems and see them through to resolution.

Staff Onboarding & Offboarding

• Onboarding staff, providing them with the necessary devices and systems access.
• Offboarding staff, tracking the return of company devices and revoking systems access
• Maintain the asset register from on/off boarding activities or device purchasing

Documentation & Knowledge Sharing

• Assist in documenting and regularly contributing user FAQs, support staff access guides, and incident/service request resolutions to the self-service portal.

Onsite Support (as required)

• Provide onsite support when required, including hardware installations, reimaging student lab machines, network troubleshooting or patching and other hands-on tasks.