Helpdesk Analyst

The Warehouse Group looks after some of Aotearoa’s most famous and beloved retail brands, including The Warehouse, Warehouse Stationery and Noel Leeming. They stay famous and beloved because we’re always working to deliver relevant and exciting customer experiences to New Zealanders. We have recently embraced a brand-led model, ensuring we remain laser-focused on our customers and markets specific to them.  Retail is more competitive than ever, and we need to bring our A game. 

Here at Noel Leeming, services are our key differentiator that sets us apart from the competition. Our services range and offering ensures our customers purchases are delivered, installed, set up and secure in the space they need it, when they want it.

We are passionate about ensuring our customers have a great experience with our brand and this is where you come in!

As a Helpdesk Analyst you will play a critical role in facilitating our Noel Leeming services from support and advice to remote provisioning, device management, installation and remote set up in homes and workplaces. Your main responsibility will be ensuring our customers receive the right solutions and achieve the best out of their purchases. 

Your role will entail:

• Resolving technical issues across multiple devices and operating systems (Windows, macOS, Android, iOS) 
• Level 1 Ticket management of incidents, requests, and changes 
• Provisioning with Jamf, Google Admin, and IT Asset management 

Based in Wiri, Manukau, our contact centre is a 6-day operation. Our Helpdesk Analysts work a 5-day work week (Tuesday to Saturday) between the hours of 8:30am – 6:00pm (45 hours per week). Flexibility is your key to success in this role.

This opportunity would suit a thoroughly customer-focused individual who is truly passionate about ensuring we keep the customer at the centre of everything we do. You will have a passion for technology, have excellent communication skills and a love to trouble shoot problems. Equally important is your proactive ‘get it done’ attitude and work ethic. 

On our wish list:

• Solid understanding of basic IT support principles with a good knowledge of operating systems, networks, and end-user applications 
• Basic experience with Microsoft Azure, Active Directory, Networking (preferred) 
• Tertiary qualification in IT or related work experience and certifications such as Microsoft 365 MS-900, Microsoft Desktop Administration Associate MD-100-101 (desired) 
• Confident in installing and supporting technology, including escalation procedures, ITIL framework and remote tools 
• Excellent interpersonal and customer support skills, with the ability to adjust technical language to suit the customer 

At TWG, we believe in giving people the opportunity to grow, develop and realise their career ambitions.

When you join us, we offer a range of benefits that work for you, your lifestyle and your career which include:

• Discounts across our brands
• Paid birthday day off for permanent team members
• Free parking at our Northshore support office
• We value collaboration & flexibility – embracing hybrid working – up to 2 days working from home per week once fully integrated in the work protocols
• Onsite gym and café at our Northcote support office
• 26 weeks paid parental leave for permanent team members
• A range of wellbeing support and development opportunities