Service Desk Support Analyst - Dunedin

This operationally critical role provides an essential point of contact for end users for technology support and service requests. As the face of our Technology team, your exceptional customer service skills, your technical knowledge, and your genuine desire to learn, will ensure that we provide the best end-user experience to our staff and customers.

To be successful in this role you will place customer experience front and centre, and you will thrive on solving user’s problems while investigating and diagnosing technology issues. Your ability to multi-task and manage your time will also be critical in this dynamic environment with plenty of exciting changes occurring within the business.

We are currently recruiting for two positions for this role.

Just some of the things you’re responsible for:

End user support & user access maintenance

• Ensuring user queries and issues are captured, investigated or triaged, and resolved within agreed service levels, and in accordance with IT policy and processes.
• Ensuring users are adequately informed through the resolution process.
• Working as part of the IT Support team to provide 100% coverage – this includes during business hours and providing after-hours support on a rostered basis.
• Develop and deliver training in a manner that supports users to improve their grasp of technology.

Application support

• Maintaining records of any issues, problems, bugs; logging support requests with third party vendors and working with the vendor to resolve the issue.
• Performing configuration changes in-line with defined change management process and ensuring compliance with policy and regulations.
• Testing upgrades or updates before release to the business; and training users.

Device procurement and management

• Ensure our device assets are purchased, replaced and managed in a responsible and transparent manner, in accordance with policy and delegated authority.
• Maintain our Technology asset register accurately.

Communication and creation of knowledge base information

• Develop and maintain the knowledge base at MTF to ensure information contained is up to date and to facilitate a sharing of knowledge across the technology operations team.
• Preparing communications related to system outages, planned or unplanned.
• Review and update knowledge base information regularly to enhance the experience of users.
• Support the delivery of other communication to the business from the Technology team.

You’ll need to have:

• Prior experience working effectively, in a customer centric environment, delivering Level 1 Technology support.
• Proven success establishing and maintaining credibility and trust of your internal customers in a Level 1 support position.
• Familiar working in the ITIL framework.
• Experience with Microsoft 365 and Windows OS with an enthusiasm for, and ability to adapt to new technology, and continually enhance own knowledge and proficiency.
• Microsoft AZ-900 (Azure Fundamentals) and MST-102T00 (M365 Administrator) certifications preferred
• Behaviour that aligns with our MTF values – teamwork, reliability, initiative and accountability are critical for your success in this role.
• Sound problem solving capabilities.
• Ability to multi-task and manage time effectively.
• Outstanding team player with the ability to work independently to complete work within appropriate timeframes.
• Attention to detail with high level of accuracy.

What you’ll receive in return:

• We’re a New Zealand business on a mission to be New Zealand’s favourite finance company, and we’re proudly based in Dunedin.
• We share our success with our team - our incentive schemes are based on both individual and business outcomes.
• A dynamic and collaborative culture with a central and modern office space and a team who enjoy working together and are proud to be MTFers.
• A supportive and vibrant culture where our people work together to deliver on our commitments. 
• Plenty of development opportunities, coaching and support.
• Competitive remuneration package which includes fully funded medical insurance, performance incentives, and flexible leave options and benefits.
• The opportunity to progress your career in Dunedin. Enjoy all that the beautiful South has on offer with the benefits of working for a truly iconic nationwide business.
• A broader leadership team who supports each other 100%.

Sound like you? Use one of the options below to apply.

Candidates should apply online via Seek with an updated CV and cover letter; however, a full job description is available upon request from our People and Capability team ([email protected]).

Did you know?

Studies show women and people from diverse backgrounds may not apply for jobs if they don't tick every box on the job advertisement.

If you're keen on any role at MTF Finance but feel like you're not a 100% match, don’t worry! We still want to see your unique spark, so go ahead and apply. We appreciate varied perspectives and believe every individual brings something special to our team. In a nutshell - we want you to work here because you’re you!

Our recruitment process is fair and inclusive and just like most things in life, a one-size-fits-all approach doesn’t fit most. We think that approach is 'meh' anyway. If you need any special arrangements or a little extra support during your journey with us, that’s okay – just let us know either in your application or when you’re chatting with one of our lovely People and Capability team members.

We can’t wait to hear from you.