Service Desk Officer | Āpiha Kiritaki

• $68 - $74K per annum + Rā Oranga wellness days
• Ongoing development opportunities + Flexible and Hybrid working
• Join our tight-knit and good-humoured IT Services Team

Are you a savvy tech professional passionate about providing excellent customer service? Due to the increasing need for tech support in this ever growing technological world and the retirement of a valued team member, we are seeking two customer-focused Service Desk Officers to provide efficient, high quality and professional support to our Nelson City Council employees.

About the role | Kō tēnei tūranga mahi

As a Service Desk Officer, you will provide first-level technical support for systems and services used by Council employees and efficiently troubleshoot to resolve issues.

Key responsibilities include:

• Receive, record and manage reported IT incidents and requests.
• Trouble shoot and resolve issues promptly, and in accordance with agreed service levels.
• Answer phone calls, emails and respond to incident tickets.
• Look for continuous improvement opportunities.
• Support the set-up and training of new staff so they are able to perform effectively in their roles.

About you | Ko ngā pūmanawa ō

The ideal candidate will have:

• A genuine care and ability to provide exceptional customer service – these roles stand behind and support the technology to enable the people in our organisation who serve our community.
• Excellent knowledge of IT service management methods and practices (ITIL Foundation certification preferred).  We expect our team to maintain ITIL certification. Certification will be supported for the right candidate.
• Strong experience of providing customer focused IT services and technical support in a service desk environment.
• Broad general knowledge of PC’s, business applications and networks with the ability to support Windows operating systems.
• Ability to multi-task and maintain a calm demeanour while promptly resolving urgent issues.
• Patience and resilience in engaging all stakeholders

What we offer | Ko ngā painga mōu

As part of Te Kauniera o Whakatū | Nelson City Council, you will enjoy having a bit of fun in your day. You will work within a busy, playful and collaborative IT Services team.

Furthermore, we offer:

• Your choice to match up to 5% employer contributions to Kiwisaver
• Support to gain ITIL accreditation for the right candidate
• The ability to work from home up to 2 days a week
• Long service leave after 3 years continuous employment
• Generous leave provisions including additional wellbeing days
• Subsidized medical insurance for employees and family.
• Commitment to equal employment opportunities

To view the Job Description, click here.

Applications close: Midnight Sunday 5 January 2025. We will be reviewing applications as they are received and reserve the right to remove advertising so we encourage you to apply now!

For further enquiries | Ina he pātai anō, whakapā mai: Please contact Dion Te Momo (IT Service Desk Coordinator) or Jane McLeod (Chief Information Officer) on 03 546 0200.