Location: Auckland
The Company
Join a fast-growing tech enterprise and a leading financial services firm. Our client relies on a proactive and highly resilient operations team to deliver continuous service and support to their valued customers.
The Role
As a Service Desk Analyst, you will be pivotal in the delivery, implementation, and operation of our Service Desk and broader operations services. You will be a first-line expert, using your technical knowledge and strong communication skills to manage incidents and ensure high availability across our supported applications, which operate 24/7.
This includes:
- Providing technical support across delivery, implementation, and operation of service desk services.
- Applying strong experience in incident, problem, and change management processes to swiftly resolve issues.
- Utilising ticketing systems (such as Jira or ServiceNow) to track, manage, and communicate on all support requests.
- Applying strong troubleshooting and problem-solving abilities to identify root cause and implement lasting resolutions.
- Liaising confidently with all levels of customers and management, building and maintaining strong working relationships.
- Working effectively within a team, demonstrating proactive, self-starting capabilities, and excellent judgement.
- Working with business stakeholders to understand specific needs and impacts.
- This role will entail some afterhours work as the team supports apps 24/7.
Key Requirements
We are looking for a skilled Service Desk professional with:
- Experienced in a Service Desk or Helpdesk background within the IT industry.
- Strong technical background with solid experience in incident, problem, and change management processes.
- Proven experience working with enterprise-level ticketing systems (Jira, ServiceNow, etc.).
- Excellent written and verbal communication skills, essential for effective customer and management liaison.
- Ability to identify and solve problems through strong analysis and planning.
- Demonstrated understanding of core business systems.
Advantageous
The following skills would be highly regarded:
- Knowledge of the Financial Services and its related systems.
- Experience with scripting or automation tools (e.g., PowerShell).
- Familiarity with SQL Database querying.
To submit your application, in strict confidence, please apply online using the appropriate link below. Alternatively, for a confidential discussion, please contact Moyan Zhang or email at moyan.zhang@randstaddigital.co.nz
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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