2022 Mātanga Tēpu Ratonga | Service Desk Consultant (Start ASAP)

Mōu | For you 

Tatauranga Aotearoa Stats NZ is dedicated to diversity, equity, inclusion, health and wellbeing. We welcome every gender, ethnicity, ability, religion, age and background and encourage people to be their authentic selves.  

• Flexible by default, balance life and work commitments
• Develop and grow your career (coaching, training, study support, secondments)
• Contribute to meaningful work that makes a difference to all people in Aotearoa
• 3 extra annual leave days (taken during Christmas office closure), see careers site for other benefits and networks
• City-based offices that cater to a variety of working styles and needs
• State of the art, brand new 6-star green building in Wellington

Te tūnga | The role  

We are part of the support group of Digital Business Services (DBS) at Stats NZ. You will work as part of a team, and with our users both within Stats and on behalf of the agencies we host, to deliver the outcomes Stats NZ deserves, ensuring its continuing success for Aotearoa.

You are the point of contact for our people and services. You own the user experience, including improvement & resolution processes; from initial contact providing responsive support & outcomes to identifying improvements and driving their delivery. Our services will be enhanced along with your career and enjoyment working here.

You'll need to have exceptional customer service skills, enjoy learning on the job, figure out how our systems work, and have a desire to resolve issues and answer questions no matter how simple or complex they are.

To ensure our staff are supported we operate from 8.00 am to 5.00 pm and we have an after-hours weekly roster for hours outside of these times.

We are looking for customer-focused people with a positive attitude and a willingness to learn.  We are willing to provide additional training to build on your technical experience.

Nōu te rourou | What you bring  

We encourage and consider transferable skills and experience gained from outside of work e.g., cultural, community work, sports, volunteering, or a comparable role in a different sector or industry. 

We want to see the following in your cover letter and CV any information relating to:  

• Why Tatauranga Aotearoa - Stats NZ is the place for you, why us, and why Government?
• Any information about your knowledge and experience, or desire to learn and build knowledge and experience of Te Tiriti, Tikanga, Te Reo and Te Ao Māori, and engagement with Māori.
• How you've demonstrated or encouraged diversity and inclusion in and/or outside of work.
• Examples of strong relationships you've built and how and why relationships are important.
• Examples where you've demonstrated leadership, e.g. lifted others, led by example, demonstrated problem-solving, owned a project or piece of work, spoken up for yourself or others.
• Examples where you've shown curiosity and tried new things, taken on other perspectives, challenged the norm, and reflected on your own and others' behaviours, attitudes or motivations to learn.
• Where you've demonstrated customer centricity, everyone is a customer mentality, collaborated with others and invited feedback, and spent time with diverse people and communities to broaden your views.
• Proven experience in providing exceptional customer service and support
• Have confidence and be willing to engage with a wide range of people
• Be straightforward, honest, and trustworthy
• Can identify the true needs of users and partners to provide service and set expectations
• Have/or be prepared to learn ITIL working practices and nomenclature as well as learn agile/lean working practices
• Proven problem-solving skills and the ability to think out of the box
• Be experienced or be prepared to learn service management toolsets
• Be able to concisely describe/identify technical issues at an appropriate level for the intended audience
• Ability to recognise patterns in repeated incidents and implement solutions to avoid these in the future

Ko mātou | About Us

Tauranga Aotearoa - Stats NZ is a Central Government employer of around 1400 people across Aotearoa. We provide data and statistical outputs to support the decisions that the Government, Māori and Iwi organisations, businesses, NGOs and New Zealanders make every day. Our work is About Aotearoa, for Aotearoa - data that improves lives today and for generations to come. 

Me pēhea te tuku tono | How to apply  

We encourage you to be you in your application! We are truly committed to diversity, inclusion and lifting our cultural capability. You don't need to be knowledgeable in these areas, but you do need to be on board with learning. And please let us know in your application if we need to make any specific accommodations during our process.  

Please reach out to Vivienne Hart to arrange a kōrero (chat) before you apply if that is what you need from this process. Or reach out to us with any questions.   

Note: We will be screening applications as we receive them to move swiftly to interview shortly after the advert closes (depending on application numbers this date may change). You may be asked to complete a pre-interview screen via phone or video.