Workplace Support - Level 2

Mō tēnei tūranga mahi | About this role

Workplace Support - Level 2

A permanent full-time position covering IT support tasks based in Wellington.

Mō te tūnga - About the role

We are looking for an individual who has excellent people skills, able to relate to and connect with a wide range of backgrounds, ages and cultures. A genuine enjoyment in communicating with people.

You will be an integral member of a small team responsible for supporting our IT users and devices to run smoothly. Use your expertise in problem solving to improve customer experience by enabling our people to gain maximum benefit from Inland Revenue's workplace devices and applications.

You must be well organised and be able to quickly adapt within an often-fast paced environment, retain new information, learn new technologies and systems.

Mō mātou - About us

Inland Revenue plays a critical role in improving the economic and social wellbeing of New Zealanders. We do this by collecting and distributing money, we collect 80% of the Crown's revenue and distribute social support payments.

We're offering great flexibility, support and development opportunities unique to you and your aspirations so that you can bring your whole self to work and thrive with us.

Workplace Technology Support make it easier for our people to do the right thing in a timely manner and get support if they need it. We are responsible for IT equipment, printing solutions and end user support, facilitating an excellent experience with every engagement.

Key Responsibilities

In this varied role you will:

• provide IT support for our end users with a focus on increased positive user experience
• resolving incidents in line with expected service levels
• train and coach people to work smarter with our technology systems and assist in capability uplift
• identify opportunities to automate repetitive work
• work closely with the Service Desk to support, train and upskill their capabilities
• provide technology advice and support including to our remote sites
• collaborate with other Technology Team members to continuously improve end user experience
• work in a networked way, using insights gained to identify solutions for our customers
• maintain and improve our knowledge base by working with the team, Technology Services teams and our business partners and review and update information and process maps
• proven ability to handle escalated customer concerns and find suitable solutions through networking.

Mōu - About you

Utilise your excellent people skills, ability to relate to and connect with a wide range of backgrounds, ages, and cultures. A genuine enjoyment in communicating with people.

You must be well organised and be able to quickly adapt within an often-fast paced environment, retain new information, learn new technologies and systems.

Key attributes required

To be successful in this position you will possess some of the following attributes:

• A strong customer service ethos and the ability to interact confidently with others
• A positive attitude
• Strong technical background with the eagerness to further your IT development
• Ability to learn and accept change
• Minimum of two years technical support experience in a Microsoft Environment
• IT fault diagnosis and end user support, including Microsoft Office365, Azure and Exchange user administration, network patching and printer troubleshooting experience
• A willingness to guide others and instil confidence in others to self help

This is your opportunity to innovate and challenge yourself in a world-class service organisation. We offer an agile environment and flexible work practices where you'll be encouraged to innovate and prioritise your professional development to achieve your career goals.

How to apply

Please apply online, attach a copy of your CV and Cover Letter outlining how you meet the role requirements as outlined here.

For specific queries, including a copy of the role description please email IRDcareers@ird.govt.nz and one of our team members will be in touch with you.

Applications close 5pm, Tuesday 17th September 2024

At Inland Revenue, we truly embrace diversity and inclusion and promote a flexible and supportive work environment that meets the needs of our people and business.

We have trust and integrity - we innovate to make a difference - we value people - we work together