Field Support Analyst

• Advance your skills and learn alongside accomplished & talented professionals
• Full-time permanent role, based on site at the Auckland CBD location
• Expert in interpersonal skills and problem-solving strategies

He angitūtanga: The opportunity
We have a unique opportunity for an IT professional to come and join us in this exciting complex and energized Agile environment in a permanent role. As a Field Support Analyst, you are tasked with delivering first and second-line end-user computing support and ensuring excellent customer service across all Council locations.

In this dynamic context, the Field Support Analyst position requires a proactive approach to problem-solving, aligning with the Council's overarching mission. Every day can be different therefore managing your days activities to be the most productive is essential.  Please note flexibility is paramount, as you'll be expected to travel to any Council-covered site in the greater Auckland area to address customer issues on an on-demand basis. A current full driver’s license is a requirement for this role.  This role is demanding, with a strong emphasis on the timely completion of incidents and requests in a reactive manner ensuring SLAs are met.

He kōrero mōu: About you
It is essential that you have 3-5 years of industry experience providing 1st and 2nd level support.

You will have a strong background in service desk and client-facing desktop support. This will compliment your expertise in troubleshooting issues on desktops, laptops, mobile, audio-visual, and thin-clients which is paramount for this position. Experience of the following will contribute to the success of your role:

• Fault diagnostic, troubleshooting and resolving technical issues
• Installation, configuration, and ongoing usability of computer and communication devices, peripheral equipment, and software
• Experience with MS Active Directory users, groups, and policies as well as MECM i s essential
• Windows 10 and Windows 11
• Can easily navigate the Android OS. iOS knowledge advantageous
• ServiceNow, Workspace One/Horizon, PXE imaging
• Understand ITIL and Agile principles
• Good written skills including the ability to write for the non-technical reader

This role will involve coordination and liaison with all other ICT teams with an emphasis towards improving customer service. Your excellent communication skills (written and verbal), and strong negotiation and diplomacy skills will also be heavily put into practice.

Ngā āhuatanga kei a mātou: What we offer
Auckland Council is one of the largest local authorities in the South Pacific providing essential services and facilities to more than 1.6 million people. We are progressive socially, culturally and environmentally while we work towards creating change having an impact on our journey to becoming a city we are proud of for our ratepayers and residents.

Ehara taku toa, he takitahi, he toa takitini My success is not mine alone, but the success of many.
 

In return for your hard work, you will be rewarded with a competitive salary and be a part of a friendly and collaborative team that is dedicated to our customers. You will receive dedicated training and development to help build your career and on top of this, as part of our Auckland Council Group, you will gain access to many benefits and discounts. 

Tono Mai: Apply Now!

You can find the position description here
Applications close: Sunday 6th October 2024

Please note: Qualification Checks will be conducted along with other relevant pre-employment checks required for employment with Auckland Council.

Our employer Kiwisaver contribution is additional to base salary offered.

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.

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