- Are you a people-focused individual interested in a fixed-term, full-time role?
- Do you have strong analytical and organisational skills, with the ability to prioritise tasks?
- Have you got previous experience in client support, with the ability to handle complex and technical issues confidently?
Kōrero mō te tūranga - About the role
Te Herenga Waka - Victoria University of Wellington is currently recruiting a Senior Client Services Analyst on a 15-month fixed-term, full-time basis until September 2026 to join the Service Desk team which is part of Te Tai Matihiko - Digital Solutions.
Key responsibilities:
- Identify areas of improvement by performing regular reviews of calls and by liasing with other Digital Solutions Managers. Address any identified issues with support from the Service Desk Manager.
- Act as an escalation point for queries from Service Desk staff.
- Identify new (often more technical) tasks or tasks currently performed by other teams that could be done at Service Desk level and act as a middle person to upskill before then training others in the team (eg Papercut printers, Banner reports).
- Assist the Service Desk Manager with configurations such as form design and dashboards in the service management toolset.
- Identify gaps and short-comings in the current processes, procedures, services and provide recommendations for improvement.
- In conjunction with the Service Desk Manager develop, implement and report on a service desk quality assurance framework.
- Represent the Service Desk in the problem management process.
- Promote knowledge centered support for the capture and reuse of support solutions within Digital Solutionss and across the University.
- Assist with the on boarding of new services into the Service Desk.
Ō pūmanawa - About you
You’ll be a motivated, people-focused individual ready to help lead the day-to-day operations of the Service Desk. Organised, detail-oriented, and confident, you’ll support the direction of the team alongside the Service Desk Manager. If you’re empathetic, manage your time well, and enjoy helping others succeed, this role is for you
Key requirements:
- Proven experience in client support roles with the ability to manage complex and technical matters.
- A relevant IT qualification, tertiary qualification or experience in an IT support role or similar.
- Experience in using call management software i.e. Alemba Services Manager.
- Experience or ability to develop service desk training programmes and to deliver training.
- An understanding of data analysis, both quantitative and qualitative.
- Excellent organisational skills, with the ability to prioritise competing tasks and work under pressure.
- Proven ability to liaise effectively and professionally with clients analysing their current and future technology requirements.
- Strong analytical and problem-solving skills.
- A proactive approach with the ability to move forward and implement initiatives.
Role Description - Click here to see further information, including salary details. If this link is not available, click 'apply' to view this on the University career's page.
Close date for vacancy: 11 July 2025.
Contact details for vacancy: If you have any questions regarding this role, please get in touch with Blake Whatling (Blake.Whatling@vuw.ac.nz).
We can only consider applicants who are citizens or residents of New Zealand or Australia or on a current working visa. Applications will be reviewed as they are received, and we may progress with suitable applicants prior to the application closing date. Applications from recruitment agencies are not accepted.
Mō Te Herenga Waka - About Our University
Te Herenga Waka - Victoria University of Wellington is renowned for its high-quality research and exceptional teaching. We attract people from around the world. Our university campus spans Te Whanganui-a-Tara Wellington - the creative, scientific and political centre of Aotearoa New Zealand - and our students thrive on the connections we have made here.
Explore the many benefits of working at Te Herenga Waka - Victoria University of Wellington. Find out where you fit in our strategic direction and learn more about our research expertise.