ICT Support Analyst

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace. We are proud to be an equal opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact. There's an exciting road ahead of us, where travel needs real, impactful change.

With offices in New Zealand, Australia, North America, Bengaluru and China, we value hiring people from different backgrounds, experiences, abilities, and perspectives to help us build a world-class team and product.

To maintain the operational effectiveness of Serko’s systems and networks, install, support, and customise developed systems software and firmware, and provide efficient escalated ICT support to all users in Serko.

What you will be doing

• Install and configure Serko and third party applications. 
• Assist in coordinating the implementation and maintenance of a local area network.
• Monitor and maintain the Infrastructure, computers and data communication network components and related software applications.
• Provide support to teammates in cross geographical regions as required
• Ensure realistic resolution times are provided to users and keep them aware of the status of their issuesTroubleshoot and isolate problems of computers and determine if problem is related to hardware, software, or connection.
• Follow up on maintenance and service requests from users for changes to network. 
• Perform related duties as assigned by ICT Manager.
• Report on usage and trends. 
• Monitor Service Desk and provide timely ICT support to users relating to hardware, firmware and software issues 
• Maintain computer system documentation and operational policies on a daily basis and during annual reviews.
• Participate with technical staff to plan and implement operational changes to computers and networks. 
• Perform computer room environmental preventative maintenance on assigned areas and equipment.

What you will bring to the role

• Be able to identify software and hardware problems via a number of mechanisms including event logs, alert tools.
• Have the experience to manage the network by ensuring system availability, that any downtime required for changes is minimized and communicated to users, and that any issues are fixed quickly and calmly
• Develop and maintain accurate and comprehensive documentation of systems and system changes
• Establish and maintain effective working relationships with others.
• Meet schedules and timelines.
• Read, apply, and explain rules, regulations, policies, and procedures.
• Good analytical ability, with a methodical approach and sound troubleshooting and problem-solving skills
• Strong written and verbal communication skills

At Serko, we aim to create a place where people can come and do their best work.  This means you’ll be operating in an environment with great tools and support to enable you to perform at the highest level of your abilities, producing high-quality and delivering innovative and efficient results. Our people are fully engaged, continuously improving, and encouraged to make an impact.

Some of the benefits of working at Serko are:

• A competitive base salary
• KiwiSaver covered with employee contributions matches up to 3.5% of salary, and life insurance.
• Health & Wellbeing: Discounted Southern Cross Health Insurance, access to confidential support, guidance and counselling service, wellbeing and voluntary leave, and free flu shots.
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your career pathways.