Service Desk Analyst

Service Desk Analyst – 6-Month Fixed-Term Contract

About the Role We are looking for an experienced Service Desk Analyst to join a busy internal IT support team within a large government organisation.

This is an initial 6-month contract with a likelihood of extension, based in Wellington.

You will be part of a team supporting users across New Zealand and an extensive international network. The Service Desk operates 24/7, so this position will involve potential on-call hours.

What You’ll Be Doing

• Providing Level 1 and Level 2 technical support to internal users
• Managing incidents and service requests through ServiceNow
• Troubleshooting hardware, software, access and connectivity issues
• Providing both remote and face-to-face walk-up support
• Supporting users across a large, geographically dispersed organisation
• Escalating more complex issues to specialist Tier 3 and Tier 4 teams
• Keeping tickets, users and stakeholders updated throughout the support process
• Participating in evening, overnight and occasional weekend on-call coverage

What We’re Looking For You will ideally have:

• Previous experience in a Service Desk, Helpdesk, Desktop Support or IT Support role
• Experience using an ITSM/ticketing platform, ideally ServiceNow
• Strong troubleshooting and problem-solving skills
• Experience supporting users in a corporate Microsoft environment
• Strong communication and customer service skills
• Confidence supporting users both remotely and face-to-face
• The ability to work independently and prioritise incidents appropriately
• Flexibility to work evening and overnight shifts

Experience with technologies such as Microsoft 365, Active Directory/Entra ID, Intune, VPNs and enterprise end-user support tools would be advantageous.

Contract Details

• Initial 6-month contract
• Strong likelihood of extension
• Wellington-based
• Some weekend on-call coverage, with an additional on-call payment
• Candidates will need to meet the relevant government security clearance requirements

If you are an experienced Service Desk Analyst looking for a role with broad exposure across a large and complex environment, we would be keen to hear from you.