Service Centre Analyst

Contract type: Permanent
Location: Auckland
Specialisation: Support & Service Desk
Date: 2021-10-06
Salary: 65000 per annum
Reference: JO-2109-18596
Contact name: Catherine Wang
Contact email:

Job description

Recruit IT is working with an enterprise-level client with a multi-disciplinary team that will embrace a way of working that will be responsible and accountable as measured against our objectives and key results. 

We are seeking people who are passionate about delivering excellence, creating valuable experiences for internal staff regarding IT problems.

-         Provide 1st and 2nd level support during Service Centre and News Support hours and after-hours when rostered on as the on-call support person.
-         Log all service requests and incidents reported to the Service Centre when received via phone, email, iACT portal or in-person ensuring that all relevant information is captured and classified correctly.
-         Troubleshoot and manage to resolution all service requests and incidents that are within the responsibility of the Service Centre team.
-         Ensure all assigned calls are actioned within agreed Service Level Targets and customers are informed of the calls progress at regular intervals.
-         Be responsible for being a primary support person in certain agreed service centre technology areas, ensuring support information is known, gathered, and shared across the team.
-         Regularly perform Service Centre administration tasks and processes such as user provisioning and decommissioning via user provisioning tools.
-         Provisioning and decommissioning of desk phones and Mobile phones.
-         Manage loan equipment ensuring that loan process is followed.
-         Hours are rostered to adequately cover the Service Centre operating hours.
-         Be part of an on-call rotation.

-         Experience with Microsoft and Apple Operating Systems and applications,
-         Experience with Active Directory, Group Policy,
-         Experience working in an enterprise environment using call ticketing systems,
-         Experience working with a managed desktop environment,
-         Experience working in a large corporate environment,
-         Experience with IP Mobile telephony management,
-         Experience in Apple Mac support advantageous,
-         Knowledge and understanding of ITIL processes,
-         Knowledge of Cloud-based systems.

If this sounds like you then apply today with your most up to date CV. If you have questions, please feel free to contact Catherine Wang on 021 086 16766, or send an email to


Catherine Wang
Catherine Wang

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