Technical Service Desk Analyst

About the Company

Veovo is a leading provider of Airport Smart Technology, servicing a global clientele including some of the largest airports worldwide. Our solutions help airports increase their capacity to manage aircraft and passengers efficiently, minimizing delays and queues. Operating on a modern technological stack and frequently delivering cloud-based SaaS solutions, we empower our customers to excel in airport performance. With offices distributed across the UK, Poland, Denmark, New Zealand, and the US, Veovo offers a platform for substantial professional growth.

Job Opportunity

We are seeking a qualified IT Service Desk Analyst to join our Service Delivery department in Auckland, New Zealand. This role is permanent and full-time, reporting directly to provide outstanding customer support related to IT systems. The successful candidate will serve as the first point of contact for technical assistance, offering problem resolution and customer guidance both remotely and in-person.

Key Responsibilities

• Act as primary contact for customers requiring technical support via phone or email.
• Conduct remote troubleshooting using diagnostic techniques and targeted questioning.
• Identify optimal solutions based on customer-reported issues.
• Guide customers through the problem-solving process effectively.
• Escalate unresolved issues to advanced support personnel.
• Provide precise information regarding IT products and services.
• Log incidents, problems, and resolutions accurately.
• Perform follow-ups and update customer information promptly.
• Communicate customer feedback and suggestions to relevant internal teams.
• Configure and update both Veovo and third-party software applications.
• Participate in a rostered work schedule, excluding night shifts, and be available on a 24/7 on-call roster.

Qualifications and Skills

• Proven experience in IT service desk or technical customer support roles.
• Competence with office automation tools, databases, and remote control software.
• Strong knowledge of computer systems, mobile devices, and technology products.
• Ability to diagnose and remedy technical issues efficiently.
• Fluency in English with excellent communication capabilities.
• Customer-focused approach with calm demeanor under pressure.

Benefits and Perks

• Opportunity to work with advanced technologies in a small, dynamic team within a flat organizational structure.
• Structured opportunities for quick professional advancement and training.
• Flexible work hours with the option for remote work.
• Engagement with innovative projects in the aviation technology sector.