IT Support Analyst

Full job description
Company Description
To tatou tikanga | Our Culture

Our kaimahi (workers) are passionate and driven to contribute to better health outcomes for Kiwis across Aotearoa, with a focus on high priority populations. We are focused on hiring kaimahi (workers) who live and work in the communities they support.

Whakarongorau Aotearoa (Whakarongorau), is committed to understanding and improving mana taurite (equal status). This starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.

We are committed to ensuring our workforce reflects the community we support.

Ko wai mātou | About us

Whakarongorau a social enterprise, is a digital health and social services organisation with a proven record of connecting people seamlessly with care when they need it.

Whakarongorau has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa. We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need.

We use our healthy imagination to solve big problems by understanding the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up.

Job Description
Mō tēnei tūranga | About the role

The IT Support Analyst role provides level 1 and 2 support to Whakarongorau Aotearoa internal business users across New Zealand. With a primarily technical focus, the role provides end user support for all hardware, software applications and peripherals, servicing all users based in our national offices as well as those working remotely.
The role is responsible for incident and request ticket management, improving our current knowledgebase and providing outstanding customer service to our kaimahi.

Ngā haepapa matua | Key responsibilities

Provide responsive desktop and application support, ensuring a great customer experience
Prioritise and resolve incidents and requests, escalating when needed
Proactively reduce recurring issues and suggest solutions
Manage deployment of laptops, desktops, thin clients, and mobile devices
Support major incidents, outages, maintenance, and software releases to minimise downtime
Investigate and resolve root causes of application errors
Escalate risks and maintain records of configuration changes and updates
Document incidents, problems, changes, and contribute to the team knowledge base
Continuously develop understanding of IT systems, business applications, and Whakarongorau frontline services
Build expertise in key platforms such as CRM (Spectrum), CXone, HL7, and SharePoint
Ngā hua mōu | What's in it for you

Enjoy a supportive, hybrid working environment with regular work-from-home days each week
Benefit from birthday leave and a half-day off every month to prioritise your wellbeing
Take advantage of free parking
Access exclusive discounts with Boost and Samsung
Bring your furry friend to our dog-friendly office
Be part of a collaborative team working towards better health outcomes for all of Aotearoa
Qualifications
Pehea koe | About you

Ōu wheako ōu mātauranga hoki - Qualifications and experience

Bachelor’s degree in Software Engineering, Computer Science, IT, Information Systems, or a related field (desirable)
1+ years’ experience in application support or a related IT role (desirable)
Proven IT and customer support experience with a proactive approach to service improvement
Familiarity with call centre technologies including CRM platforms and contact centre solutions
Excellent communication skills with the ability to simplify technical concepts and connect with diverse users
A collaborative team player with strong problem-solving and analytical skills
Flexible and driven to enhance IT services across Aotearoa
Passionate about continuous learning and supporting team development through training
Ōu āheitanga ōu pūkenga hoki - Skills and competence

Commitment to equity for Māori tangata whai ora and priority populations in Aotearoa
Strong understanding and application of Te Tiriti o Waitangi
Excellent communication skills with the ability to simplify technical language
Collaborative team player with strong problem-solving and root cause analysis skills
Knowledge of software development, scripting, and automation
Solid understanding of SQL Server databases, including SQL jobs and ETLs (desirable)
Awareness of innovation in application design and a passion for self-development
Experience supporting core services and applications:
Windows Mac OS
Active Directory
Interactive Intelligence telephony suite
CRM and contact centre platforms
Virtual Desktop Infrastructure
If you are excited about this role and think you have what it takes, but your experience doesn't align 100%, we still want to hear from you and would encourage you to apply.

Additional Information
Ō tātou uara | Our values

Our values underpin all we do, and how we do it. We are looking for people who align naturally with these values and will champion them:

Mahia te mea tika / Do the right thing
Hihiri e te kounga / Motivated by quality
Ngākau nui ki te pai ake / Passion for better
Pokohiwi ki Pokohiwi / Shoulder to shoulder
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