About us

We're a not-for-profit organisation on a mission to transform ourselves and empower Kiwis to live their healthiest lives.

With over 860,000 Kiwis in our care, Southern Cross Health Society is New Zealand's leading health insurer.

We have an unstoppable focus, delivering outstanding experiences and assurances to our members in their time of need. This is an exciting time to be part of our journey and in return for your extraordinary talent, we'll provide a high performing values-based team environment where people are at our heart.

About this opportunity

Our team is growing and a new opportunity has come up for a Systems Support Analyst (Fixed Term) to join us!

As a Systems Support Analyst, you will be accountable for delivering best imaginable customer experiences by providing technical advice and support to Southern Cross employees.

About the role

Responsible for professionally responding to technical support requests, this includes receiving, prioritizing, documenting and actively resolving end user help requests and incidents.

Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at an entry level.

This position requires willingness to work varied shifts including overnights and weekends. The incumbent may also be called upon to work on special projects or take on additional tasks from time to time.

Managing Customers

• Serving as the first point of contact for customers seeking technical assistance over Self Service, phones and onsite
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
• Improves client references by writing and maintaining documentation

Escalations

• Ensure tickets and requests are escalated accordingly and on time
• Submit and follow-up on case escalations as required with a drive for results

KPIs and SLAs

• Ensures that tickets and requests are resolved or escalated within the defined SLA
• Document internal timelines for resolved incidents where a root cause analysis is required

System Requirements

• Use of ServiceNow for the support desk
• Maintain the incident ticket database, ensuring incidents are set to the correct priority, state and are within SLA for response and resolution

Personally, you :

• Are a technical and logical thinker
• Are skilled at problem-solving
• Are capable of sticking to strict deadlines
• Are able to prioritise and delegate
• Have a keen eye for detail

Specific job skills must have :

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Windows, Office 365, Azure, Active Directory knowledge, MS Teams

There are lots of reasons you’d want to work with us

Here are just a few :

• Amazing values-based culture where people are at its heart (and we're Rainbow tick certified)
• A leading employee wellbeing programme that rewards you for being healthy
• Discounted health, pet and travel insurance
• Ongoing professional development
• Flexible work options

This is an exceptional time to join Southern Cross Health Society, as we’re moving into a time of greater agility and innovation.

In return for your extraordinary talent and skills, we provide a high-performing, values-based team environment where people are at our heart.

You’re joining a leading NZ business

Southern Cross Health Society is a not-for-profit organisation on a mission to empower Kiwis to live their healthiest lives.

With over 860,000 Kiwis in our care, we are New Zealand's leading health insurer.

Our high-performing business and its awesome people work hard every day to create great customer experiences in all the ways they interact with us.

Come and join us!

At Southern Cross we aspire to have the healthiest workplace in Aotearoa and to empower all Kiwis to live their healthiest lives.

Therefore, under the red and orange COVID-19 protection framework levels, our expectation is that all employees, contractors, and visitors who wish to enter our sites must be fully vaccinated.

Vaccination certificates will be required to enter our offices. In keeping with our commitment to have the healthiest workplace, we strongly encourage employees and contractors to be fully vaccinated against COVID-19.

We're a safe, welcoming and inclusive workplace. Will you be unstoppable with us?