Exceptional People Exceptional Care: Radius Care is a New Zealand owned and operated company; we specialise in health and aged care for the elderly and disabled. Currently we have 25 locations nationwide, employing over 1800 staff and providing professional aged care for more than 1700 residents. We are one of the leading health care providers in New Zealand.

Location: Radius Support Office, Level 4, 56 Parnell Road, Parnell, Auckland

Hours of work:  40 hours per week, generally Monday to Friday (occasionally may be required to work outside normal business hours to assist with urgent incidents, planned maintenance, or system changes)

Note: Radius Care cannot support work visas/visa changes for this role.

About the role:

We are looking for an experienced Service Desk Analyst to serve as the primary point of contact for our care home employees, providing IT support, troubleshooting hardware, software, and network issues to keep our business operations running smoothly. You will deliver high quality customer services by actively listening, communicating clearly, and ensuring users receive a friendly, efficient, positive support experience. You will work effectively both independently and as part of the IT team, taking ownership and keeping users informed through to resolution. Some travel to Radius Care locations may be required.

Key Responsibilities

• First point of contact for IT support requests received via phone, email, and the ticketing system.

• Diagnose and resolve common hardware, software, MS365, access and connectivity issues in a timely and efficient manner.

• Accurately log, categorise, prioritise, assign and track all tickets in line with agreed service levels and escalation procedures.

• Provide remote and desk-side support for desktops, laptops, mobile devices, printers and peripherals.

• Escalate unresolved or high-impact issues to the appropriate support team member or vendor.

• Follow IT security policies, verify user identity, identify potential security incidents and escalate concerns promptly.

• Create and maintain clear knowledge articles, user guides and support documentation.

• Support the administration of the mobile phone fleet and related user requests.

What You'll Bring to the Role:

• Previous service desk, help desk or customer support experience

• Proven experience supporting Windows desktop operating systems and MS365 applications

• Experience working with a ticketing system, and service level targets

• Excellent communication, interpersonal and customer services skills

• Ability to clearly explain technical information

• Strong troubleshooting, questioning, and problem-solving skills

• A customer-focused approach, and genuine interest in helping people

• Clear written and verbal communication, and a professional, helpful phone manner

We offer:

• Fortnightly pay, with fixed hours

• Access to discounts and benefits via our staff app

• Modern, open-plan office with fabulous kitchen

• Free barista coffee on Mondays

• Friendly, supportive team

• EAP (Employee Assistance Programme)

Service Desk Analyst - Radius Care

Radius Care supports equality and diversity in our workforce. We are committed to providing equal employment opportunities, development of your career pathway, and a safe and healthy work environment. We welcome all applicants, regardless of gender, ethnicity, marital status, age, disability, sexual orientation, and religious beliefs; we value the experience that you will bring to our organisation.

E kaha tautoko ana a Radius care i te ōritetanga, me te kanorau ā ō tātou nei kaimahi. E pirihonga ana mātou ki te whakaroto i ngā whiwhinga mahi whakaōrite, me te whakawhanake i tō umanga ngaio. Āno hoki, kia haumaru, kia hauora hoki tō tātou whaitua mahi. Tēnei te mihi maioha ki a kōutou, ngā kaitono kātoa. Āhakoa nō hea koe , āhakoa te pakeke , tō ira tangata rānei. E whai tīkanga ana tō tātou nei rōpu whakahaere, i ngā wheako whaiaro maha kei a kōutou kātoa.