Technology Experience Analyst

Have you ever wanted a career with purpose?

Every day, in every way, we bring real heart to work. It’s what drives us to deliver our refreshingly different commitment to supporting the people who make a real difference in enriching the lives of our society’s most vulnerable. In New Zealand, we are making a difference through our 40 care homes and 35 retirement villages. You’ll be part of an inclusive culture where you can make a difference while growing your career. It’s a big call. But imagine the impact you could make.

Where you’ll make an impact

This is a contract customer focussed role, based in our Porirua support office where you will be ensuing our users have a point of contact, and you will be responsible for providing IS support services for our ICT environment.

Where you will make an impact

• Managing and overseeing the ServiceNow platform and Service Desk processes for efficient ticket management
• Act as the primary contact for People Systems and Property Technology technical support, including CCTV and Nurse Call systems
• Coordinate scheduling and triage for technical support requests
• Maintain stock management and the Configuration Management Database (CMDB) for accurate tracking of assets
• Diagnose and resolve hardware-related issues for computers, laptops, printers, phones, and other peripherals
• Install, configure, and maintain hardware components to meet user needs effectively.
• Provide clear technical assistance and support to users, guiding them through troubleshooting steps
• Maintaining comprehensive documentation of incidents, solutions, and configurations to build a knowledge base
• Facilitate continuous service improvement initiatives, focusing on end-user automation and documentation updates on SharePoint

About You

• Proven experience in IT Support Services, ideally in a healthcare or similar environment, via phone and onsite
• Proficiency with Microsoft Desktop Operating Systems and Office application suite
• Proven experience in service management tools, particularly ServiceNow, and familiarity with ticket management processes
• Knowledge of stock management practices, CMDB management, and project coordination
• ITIL, to at least foundation level
• Computer building and troubleshooting skills at hardware and software level
• Excellent communication and interpersonal skills for relationship management
• Strong customer service orientation
• Highly self-motivated and directed with ability to work as part of a team