timbre Digital is looking for a Systems Analyst to join our team in this newly created role.
Your mission:
As a Systems Analyst, you will embody service excellence by delivering first-class support to users and acting as the initial point of contact for all service-related inquiries. You will facilitate communication between users, engineers, and other resolver groups within the organisation. Your responsibilities include troubleshooting issues, creating and maintaining comprehensive documentation, and promptly responding to incidents. By coordinating and engaging other teams, when necessary, you will ensure efficient resolution of incidents. Your proactive approach, attention to detail, and collaborative nature will build strong relationships across various stakeholder groups, supporting seamless service operations and enhancing overall user satisfaction.
What you’ll do:
• Providing Tier 1 (triage) and Tier 2 (advanced) Service Desk support as part of a global team, delivering 24/7/365 coverage through tickets, emails, and instant chat. You will participate in a rotational schedule to ensure continuous service.
• Providing support to users both on-site and remotely as required, ensuring prompt and effective resolution of their technical issues.
• Responding to alerts and managing events to quickly prevent or address incidents, ensuring minimal disruption to service operations.
• Taking ownership of incidents, ensuring effective triage and troubleshooting processes, and managing stakeholders until satisfactory resolutions are achieved.
• Managing major incidents from detection to resolution, adhering to ITIL best practices and Major Incident Management protocols.
• Collaborating closely with support teams, third parties, and Business Divisions to ensure seamless service delivery and incident resolution.
• Monitoring incident and service queues, ensuring tickets are handled in accordance with agreed operational level procedures and SLAs.
• Following established Standard Operating Procedures (SOPs) and improving them when needed, collaborating with other teams to refine or create new SOPs as necessary to enhance service efficiency.
• Providing training and demos of existing and new products to clients and internal teams proactively, and on request.
• Collect, process, and analyse data from various sources to extract meaningful insights and trends.
• Develop and maintain reports and dashboards to present findings clearly and effectively to stakeholders.
• Identify and analyse issues within processes and systems, proposing effective solutions and improvements.
• Work closely with cross-functional teams and users to understand their needs and provide tailored analytical support.
• Create and maintain documentation for data processes, methodologies, and findings to ensure transparency and knowledge sharing
• Stay up-to-date with industry trends and best practices in data analysis and IT, recommending and implementing improvements to enhance efficiency and effectiveness.
• Contributing to the change management practice by assisting in the review, coordination, and communication of upcoming changes, working closely with the Service Center Team Lead and the Change Manager.
What you’ll bring:
• Experience providing first and/or second line support for IT related services.
• Experience with incident, change or problem management processes
• Ability to work on a rotational shift basis, on weekends, and outside of typical business hours
• Experience in geographically spread technology support organisation.
• Experience in supporting remotely located end users, VIPs, systems,
• Basic knowledge of network and server infrastructure
• Basic knowledge/experience about Active Directory (users, contacts, permissions, groups etc)
• Strong communication skills and stakeholder management
• Business fluency in English
• ITIL® Knowledge
• High level of attention to detail and accuracy
• Strong analytical and problem-solving skills, with the ability to interpret complex data and provide actionable insights.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to diverse audiences.
• Understanding of the impact of technology on the business.
• Well organised, ability to multitask
• Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment.
• Proven ability to work collaboratively within a team and with stakeholders across the organisation.
• Self-driven, Self-starter.
• While this job description encompasses core responsibilities, it is not exhaustive. The role may entail additional duties to accommodate dynamic business demands and growth.
That’s the brief we’re looking for, but first, you need to know if you will like working with us. We think you might…
timbre Digital is a full-service technology agency, successful at creating strategic solutions who:
• are all about teamwork. We know the foundation of success is having an excellent team
• are confident. We know what we bring to the table and we’re not afraid of failure
• have a great culture. Status, rank and hierarchies are not what we’re about. We love our jobs, we like each other – and we have good time
• resonates.timbre Digital resonates with its employees, because it is our employees who are creating and building timbre Digital
What’s in it for you:
• Challenging and fulfilling work at an innovative company that uses cutting-edge tech
• Global work experience in an agile methodology
• A company culture that treats everyone equally
• The opportunity for growth and additional learning
• A tight knit team without many management layers
• For every employee to be equal and have their voice heard
• Health and wellness benefits that help you to always feel your best
• Fun team events and great in-office energy
• Flexible working and a home in our awesome space with views over the Waitemata Harbour
If you’re reading this and thinking “that’s me in a nutshell” then we would love to hear from you!
