Service Support Analyst

Mŋ te ūnga | About the role As a Service Support Analyst, you will be providing excellent customer service and support to information communication service requests for the NZDF. You will do this by: Being the first point of call for ICs day-to-day support. Providing level 1 support and some level 2 support. Resolving at first point of contact or escalating as required. Answering phone calls and interpreting automated support requests. Contributing and updating knowledge articles in the Knowledge Base. General administrative duties. Please Note: The role is based across our Trentham and Petone offices. We are recruiting for both standard day shift and rostered shift work positions. Standard Day Shift Work: Monday to Friday. 8 hour shifts during normal business hours. Rostered Shift Work: 12 hour day and night shifts. Typically worked on a pattern of two day shifts followed by two night shifts. Operates across a 7 day roster, including weekends. Shift workers receive an additional 13% salary loading payment (SLP) in recognition of working unsociable hours. As part of your application, please indicate in your cover letter whether you are interested in the standard day shift or rostered shift work option. Applicants must be able to obtain and maintain a Security Clearance, which requires providing 10 years of personal information and satisfy security vetting requirements. Due to the nature of this role, there is no option to work remotely. The salary for this role ranges from $67,306 -$74,665, inclusive of a 4% superannuation contribution. Appointments within this range are based on skills and experience. Applications may be reviewed upon receipt. It is advised to apply early to avoid disappointment, as this role may close ahead of time due to a high volume of applicants. Ngā pūuōka me ŋngā wheako | Skills and Experience You are described as a go-getter with a strong work ethic and the ability to provide seamless service solutions to customers. You possess excellent written skills and have no problem communicating with people of varying levels using multiple methods. Whether it be via email, chat, phone or verbally, you are comfortable adapting your communication. We are looking for enthusiastic people looking to contribute and build their careers within IT. We will offer training as part of the role. Additional skills, desired but not essential: Knowledge of Service Desk toolsets including on-prem Active Directory, Microsoft Exchange and Azure. Knowledge of Microsoft Office, Office 365 and Citrix. Knowledge of Microsoft Teams and Windows OS. Experience in an IT environment. This role may require occasional domestic travel across NZDF's Camps and Bases. Nī te rourou | What's in it for you Safeguard your loved ones with a fully funded life cover of up to $300,000 and critical illness protection. Other benefits include discounted additional insurances, free will services and savings schemes for the Defence community. Get expert financial guidance and mortgage broker services. Find all our benefits and more on the Force 4 Families website. NZDF champions diversity and inclusivity, valuing every member and fuelling their success. We embrace uniqueness, understanding that diverse teams drive creativity, innovation, and excellence. With an open door to all - irrespective of gender, ethnicity, ability, age, or family dynamics - NZDF offers a flexible, empowering work environment. Join us in shaping a brighter future, where everyone thrives. Eligibility & Clearance Requirements Please Note:To be eligible for the required level of government security clearance with the NZ Defence Force, you need to meet certain citizenship and residency criteria. Higher Level Security Clearance Here’s what you need to know: You must be a New Zealand citizen or you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa. At minimum, you must hold New Zealand Permanent Residence or have a current New Zealand Residency Class Visa, and you must be a citizen of and have lived in Australia, Canada, United Kingdom, United States of America or New Zealand continuously for the last ten (10) years. You must have a ten (10) year background history that can be verified and assessed appropriately by the NZ Security Intelligence Service (NZSIS) to determine if you are suitable for a security clearance at this level. If you do not meet the minimum criteria, unfortunately, your application will not be accepted. We do welcome your application at a time when you will meet the requirements. #J-18808-Ljbffr