Service Desk Analyst

The role

We’re looking for a proactive, solutions-focused Service Desk Analyst to help keep our technology running smoothly and our people supported. In this hands-on role, you’ll implement, maintain, and support technology information systems that meet the needs of a growing, dynamic business. You’ll be the onsite go-to person for troubleshooting systems, installing, user administration, and configuring software and hardware, and providing reliable tech support to employees at all levels. You’ll be supported by the wider service desk team and 2^nd level support from NZ. 

Expect plenty of variety - from resolving day-to-day issues to ensuring systems stay secure and up to date or taking part in IT projects. Flexibility is key: you may be expected to be on call at times and adjust your hours when needed to get the job done. Above all, you’ll deliver high levels of customer service and help drive a positive user experience across the organisation.

What you'll be doing

• Navigate the ITSM system like a pro - streamlining processes, championing best practices, and boosting efficiency.
• Own the BAU queue - prioritising, following up, and keeping stakeholders in the loop.
• Triage tech troubles and facility hiccups, escalating when needed to keep things humming.
• Keep a watchful eye on IT systems, squashing errors before they cause chaos.
• Support software, hardware, and telephony (Mitel, Liquid Voice), from setup to vendor upgrades.
• Recommend smart tech, manage procurement, and keep tabs on licenses and assets.
• Guide new starters with seamless provisioning and ensure smooth exits with secure offboarding.
• Maintain meticulous records of assets, access, and licenses in the ITSM system.
• Monitor email filters and antivirus tools flagging threats and managing safe lists.
• Collaborate with stakeholders to align IT systems with business goals and service levels.
• Track recurring issues, raise problem cases, and report trends to keep vendors accountable

What we are looking for:

• Proven experience supporting Microsoft Office 365, Active Directory, Remote Desktop, and Hyper-V environments.
• Skilled in managing cloud-based business applications, VoIP telephony systems (preferably Genisys), and ITSM platforms (ideally FreshService).
• Knowledgeable in public cloud platforms including Microsoft Azure and AWS.
• Familiar with ITIL service management principles and building management systems, preferably Gallagher BMS.
• Holds a tertiary qualification in Computer Science, Engineering, or a related field.
• Previous experience in financial services is advantageous.
• Highly adaptable, proactive, and collaborative, with the ability to multitask effectively in fast-paced environments.
• Strong communicator with a solid work ethic and a commitment to ongoing personal development.
• Applicants must have the right to work in Australia. Australian citizens and permanent residents are preferred.

What's in it for me?

Within the Avanti Finance Group, you can look forward to flexible and hybrid working as we offer up to two days working from home following your initial training period. We give back to our communities through our support of Duffy Books, and by offering an Annual Volunteer Day for you to use for a purpose that's close to your heart. We believe in celebrating diversity, and we also celebrate talent and development by working with you through an established capability framework that puts you in the driving seat of your development while achieving business goals. You won't find a gender pay gap here, as we have great remuneration packages but as we all know there's more to an awesome job than the money. If you are happy and fulfilling your potential, while feeling supported, valued and empowered, then that’s a win for us! Fresh fruit, My Everyday Wellbeing Memberships, and increased Kiwisaver match is there for you to feel good from the inside out.