IT Support Analyst

Mō tēnei tūranga | About the role

The IT Support Analyst role provides level 1 and 2 support to Whakarongorau Aotearoa internal business users across New Zealand. With a primarily technical focus, the role provides end user support for all hardware, software applications and peripherals, servicing all users based in our national offices as well as those working remotely.
The role is responsible for incident and request ticket management, improving our current knowledgebase and providing outstanding customer service to our kaimahi.

Ngā haepapa matua | Key responsibilities

• Provide responsive desktop and application support, ensuring a great customer experience
• Prioritise and resolve incidents and requests, escalating when needed
• Proactively reduce recurring issues and suggest solutions
• Manage deployment of laptops, desktops, thin clients, and mobile devices
• Support major incidents, outages, maintenance, and software releases to minimise downtime
• Investigate and resolve root causes of application errors
• Escalate risks and maintain records of configuration changes and updates
• Document incidents, problems, changes, and contribute to the team knowledge base
• Continuously develop understanding of IT systems, business applications, and Whakarongorau frontline services
• Build expertise in key platforms such as CRM (Spectrum), CXone, HL7, and SharePoint

Ngā hua mōu | What's in it for you

• Enjoy a supportive, hybrid working environment with regular work-from-home days each week
• Benefit from birthday leave and a half-day off every month to prioritise your wellbeing
• Access exclusive discounts with Boost and Samsung
• Bring your furry friend to our dog-friendly office
• Be part of a collaborative team working towards better health outcomes for all of Aotearoa