Service Desk Officer | Āpiha Kiritaki

As a Service Desk Officer at Nelson City Council, your primary responsibilities will include receiving and managing reported IT incidents, troubleshooting and resolving issues efficiently, responding to inquiries via phone and email, and looking for opportunities for continuous improvement in IT services. You'll serve as a vital first point of contact for our Council employees, ensuring they receive the support needed for their technology needs.

Candidates applying for the Service Desk Officer role at Nelson City Council should ideally possess excellent customer service skills, a foundational knowledge of ITIL best practices, and experience in providing IT support in a service desk environment. An ITIL Foundation certification is preferred, and our team is committed to supporting you in obtaining this certification.

As a Service Desk Officer at Nelson City Council, you will handle a variety of IT issues, including problems related to Windows operating systems, business applications, and general network connectivity. Your ability to efficiently troubleshoot and resolve incidents is crucial in helping our employees stay productive and effective in their roles.

Service Desk Officers at Nelson City Council enjoy a range of benefits including a competitive salary, matching employer contributions to Kiwisaver, support for gaining ITIL accreditation, flexible work-from-home options, long service leave, additional wellbeing days, and subsidized medical insurance for employees and their families. Our commitment to employee wellbeing is a key focus!

Nelson City Council promotes ongoing professional development for its Service Desk Officers by providing opportunities to gain ITIL accreditation, facilitating training for new staff, and fostering a collaborative environment that values growth and continuous learning. We believe that investing in our team members is key to our success as an organization.

In answering this question, highlight specific roles or positions you've held that involved IT support. Discuss the types of incidents you managed, any ticketing systems used, and your approach to ensuring service quality. Tailor your response to emphasize your ability to communicate effectively and resolve issues efficiently.

To effectively respond to this question, describe your strategy for prioritizing tasks. You might mention using criteria such as urgency, impact on the business, and service level agreements to ensure the most critical issues are addressed first while maintaining productivity.

When discussing your troubleshooting approach, outline the systematic steps you take. For example, you might start by gathering information about the problem, identifying potential causes, testing solutions, and communicating with users throughout the process to keep them updated.

In your response, emphasize the importance of empathy and active listening. Describe how you would remain calm, acknowledge their concerns, and seek to provide a solution, ensuring the customer feels heard and valued while addressing their issue.

This is a great opportunity to showcase the relevant tools you've used in your career. Mention specific ticketing or remote support software, as well as any skill you have with handling Windows operating systems and business applications relevant to the role.

Mentioning your methods for continuous learning will demonstrate your dedication to staying informed. Talk about subscriptions to technology blogs, participation in forums, attending webinars, or any endeavors that help you stay connected with the latest tech advancements.

In your answer, identify a key skill such as communication, problem-solving, or customer service. Support your choice with examples of how this skill has helped you in previous roles, making your case more compelling and relevant.

Describe a clear and engaging method you would use to educate users, which could involve creating user manuals, conducting training sessions, or providing one-on-one assistance. Highlight the importance of ensuring users understand the system to utilize it effectively.

Prepare a specific example that illustrates your commitment to customer service. Detail the situation, the actions you took to exceed expectations, and the positive outcome, showcasing your ability to make a meaningful impact.

In your response, highlight specific ITIL practices that enhance service delivery, such as incident management, problem management, or continuous service improvement. Relate how these practices have benefited your previous roles and improved user experience.