Service Desk Support

JobsCloseBy Editorial Insights

Rotorua Lakes Council is seeking a motivated Service Desk Support to be the first point of contact for a high volume of calls and requests, resolving issues or escalating as needed while staying calm and professional. This full-time onsite role in Rotorua supports core enterprise software, manages standard IT hardware and software provisioning, and coordinates the mobile phone fleet with our provider, collaborating with IT colleagues and keeping knowledge documentation current. A key aim is to reduce inbound calls by analyzing issues to prevent recurrence and to build strong stakeholder relations. You’ll need solid troubleshooting, clear communication, adaptability, and a customer-centric approach; a relevant IT qualification or proven experience is essential. Knowledge of Te Reo Māori or tikanga is valued.

---

We are seeking a motivated and customer-focused individual to provide first level advice and service to staff, ensuring requests are handled efficiently and incidents are either resolved or escalated when necessary.
In this role, you will be the first point of contact for a high volume of calls and service requests, staying calm under pressure and delivering a professional, solutions-focused service at all times. A key part of your work will involve reducing calls to the managed service desk by analysing, troubleshooting, and resolving issues with the goal of preventing them from recurring.
You will support the Council’s core enterprise application software and take responsibility for procuring, managing, and allocating standard IT hardware and software. This will include managing the mobile phone fleet in cooperation with our provider. You’ll work closely with IT colleagues to resolve issues effectively and ensure improvements are made, while also sharing knowledge within the team and keeping documentation clear and up to date.
As Service Desk Support, you will engage with key stakeholders across the organisation. Building positive relationships and working collaboratively will be at the heart of your success in this role.
To thrive here, you will have experience applying information systems knowledge to help users resolve issues, along with the ability to adapt to rapidly changing technology. You will hold a relevant IT tertiary qualification or bring proven equivalent experience, with strong troubleshooting skills, excellent communication, and a customer-centric approach. Attention to detail, high standards of quality, and the ability to manage changing priorities will be essential.
Te Kaunihera o nga Roto o Rotorua (Rotorual Lakes Council) is committed to working in partnership with Te Arawa, our local iwi. We aspire to being a bicultural organisation and we value staff who speak te reo Maori, have an appreciation of Maori values, and a working knowledge of tikanga Maori.

Click this link to view the position description