Service Desk Support Analyst

He angituutanga: The opportunity 

We’re seeking a proactive and customer focused 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 role you will help the team enable 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 likely be actively involved in the various initiatives that the Service Desk deliver. That will provide you  with 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.
• 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 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.
• 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.
• 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