Junior IT Support Technician

The Information Technology Support Analyst acts as the initial point of contact for our Healthcare employees seeking technical support. This position is tasked with delivering prompt and professional assistance related to the organisation’s computer systems, software, and associated technologies, all while ensuring a high standard of customer service. The analyst will accomplish this by identifying, resolving, or escalating IT support requests within the organisation, or to external providers as needed, ensuring issues are addressed efficiently. Additionally, this role involves contributing to the creation and upkeep of thorough documentation and knowledge base content, as well as engaging in ongoing service improvement efforts when required.

KEY RESPONSIBILITIES

TECHNICAL SUPPORT • Serve as the first point of contact for IT support requests via phone, email and site visits • Diagnose and resolve technical issues related to hardware, software, network, and peripherals. • Manage jobs in a timely manner and provide feedback on progress/resolution • Assist users with basic application installation, configuration, and troubleshooting • Guide users through basic technical procedures and provide clear instructions • Provide guidance on system use, including applications, devices, and basic IT security practices. • Ensure all IT jobs are logged appropriately, including resolution details • Provide input to the development of Service Desk request handling and escalation policies and procedures

SYSTEM MONITORING AND MAINTENANCE • Monitor IT systems and alert relevant teams to potential issues • Perform routine tasks such as password resets, account provisioning, and deprovisioning, and software installations.

DOCUMENTATION AND REPORTING • Record all interactions and solutions in the IT service management system accurately and in a timely manner • Contribute to and maintain the IT knowledge base necessary to achieve support goals. • Participate in the development and dissemination of help sheets, usage guides, FAQ lists and training programs for end users.

TEAM WORK AND PERSONAL DEVELOPMENT • Promote effective teamwork and establish positive relationships with others. • Adheres to relevant policies and procedures. • Provide support to all members of the team, within immediate area of work and the wider organisation. • Utilise opportunities to promote our other Healthcare services as appropriate. • Role model professional standards of practice. • Participate in professional development and reflect on own practice to meet service needs, role, and scope. • Participate in performance review for self and peers • Participate in projects and initiatives as required. • Utilise technology / resources for its intended purposes only in accordance with our Healthcare policies • Participate in meetings, improvements, problem solving, and audits as required.

QUALIFICATIONS AND EXPERIENCE -

TECHNICAL KNOWLEDGE Intermediate skills and technical knowledge in:

• Microsoft windows operating systems • Microsoft Office productivity tools M365, Word, Excel, Teams • Dynamics 365 Field Service Modules & Customer Experience • Basic Networking concepts • Problem-solving • Ability to analyse issues methodically and provide effective solutions • ITIL Foundation (Highly desirable but not mandatory) • Working knowledge of IT Service Management tools (ideal Manage Engine Service Desk+)

KEY COMPETENCIES

• Excellent interpersonal and communication skills. • Working knowledge and commitment to the principles of Te Tiriti o Waitangi • Demonstrable interest in emerging technologies. • Excellent organisation, prioritisation, and time management skills; ability to manage multiple tasks effectively. • Ability to document processes and procedures effectively • Experience with problem solving in complex systems • Analysis/Problem Assessment: Able to analyse problems by considering alternatives. • Makes decisions based upon a mixture of analysis, wisdom, experience, and judgment. • Able to make decisions that are sound, accurate, timely and supported by the reasoning and the inclusion of others. • The ability to inform orally and in writing, with clarity and good effect • Able to learn and integrate new technical skills and knowledge. • Maintains current knowledge in field of expertise. • Identifies opportunities and issues, proactively acts, and follows through on work activities to resolve them. • Applies original thinking to improve processes and service. • Ability to adhere to and adapt to change in governing legislative practices

CUSTOMER SERVICE • Delivers exceptional customer service, maintaining a professional and friendly demeanour.