Senior Service Desk Analyst

He angituutanga: The opportunity 

We’re seeking a proactive and customer focused Senior Service Desk Analyst to join our dynamic team. 

You will be part of the team responsible for providing front-line 1st and 2nd level support to elected members and employees of Hamilton City Council.

In this senior role you will help ensure that the team enables the business to provide uninterrupted services to our community and customers of HCC and our workforce remains productive. You will work closely with the Service Desk Manager and team as we look to continuously improve on the service we provide our customers. There are plenty of opportunities!

You will be actively involved in the various initiatives that the Service Desk are delivering as either a leader, or member of those initiatives. This is a key element of the role and will provide you the opportunity to work with lots of really good people across the Council’s diverse departments.

Key responsibilities include:

• Reviewing, analysing, and resolving incidents and service requests in line with business priorities and impact.
• Ticket triaging is achieved accurately and within SLA.
• Communicating clearly with users about the status and resolution of issues and outages.
• Advocating for users by ensuring issues and enhancements are prioritized according to business outcomes.
• Applying problem and priority incident management procedures to identify root causes, communicate with stakeholders, and restore services.
• Keeping system documentation and knowledge base articles up to date, and communicated effectively with users and Digital Services.
• Supporting the DS Service Desk Manager, including acting on their behalf when required.
• Acting as a further escalation point for unresolved or escalated calls.
• Providing technical leadership to a Service Desk team alongside your fellow Senior SDA.
• Helping the DS SDM champion and support the team, provide guidance and leadership.
• Helping deliver a robust and effective induction program for the Service Desk team.
• Helping deliver a robust and effective training program for the Service Desk team promoting growth and capability.
• Actively contributing to or taking the lead in mini projects as required.
• Growing Service maturity through proactively driving continual service improvement, especially in regard to:
  • our ITSM tool and the Customer Service Portal
  • our desire to ”shift left” and promote greater customer self service
  • process review and improvement and implementing documented collaborative change
• Assisting or taking the lead in projects or initiatives tasked to the Service Desk.
• Working collaboratively with other members of DS and Council and in particular the Digital Training Lead to grow services to Council members.
• Helping grow ITSM tool technical capability within the Service Desk to assist its growth and development maturity.
• Assisting in the visibility of service levels through reporting and ITSM dashboards.
• Arranging for external technical support where problems cannot be resolved internally.
• Assisting in the management of vendor related services.
• Assisting in providing and enhancing support for our current meeting room Audio Visual equipment, while working alongside vendors as we plan for the future.
• Leading daily standup meetings driving discussions around SLA’s, escalations, roadblocks, tasks.
• Actively participating, complying and engaging in all health & safety activities, policies, and practices including Civil Defence.

This is a full-time position, with flexible start and finish times and the option to work remotely one day a week