2Nd Line Service Desk Analyst

Conferma; Auckland; Híbrido; NZD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Superannuation contributions

Enhanced sick pay

25 days paid annual leave + bank hols

Purchase up to 10 extra days holiday

Time off for life events

Birthday leave

Enhanced parental leave

Descripción de la vacante

Conferma is seeking a L2 Service Desk Analyst to support Service Operations in the APAC region. You will own escalated issues through to resolution, acting as the primary APAC escalation point and coordinating between L1, L3 and regional stakeholders to ensure an exceptional customer experience.

You will provide Level 2 support, monitor systems and alerts (Datadog), participate in major incidents, and contribute to knowledge sharing and process improvements.

Formación

• Experience in a Service Desk/Service Operations or similar role.
• Experience in travel, payments, or travel tech environments preferred.
• Knowledge of ITIL and incident management processes.
• Familiarity with ticketing, monitoring, and service management tools.
• Excellent communication and stakeholder management with a customer-first approach.

Responsabilidades

• Provide Level 2 support for incidents and service requests escalated by Level 1 teams, taking ownership through to resolution within agreed SLAs.
• Be the primary APAC escalation point.
• Escalate complex or unresolved issues to Level 3/Product Operations where required.
• Review and support Level 1 ticket triage, providing guidance and quality oversight.
• Maintain clear and proactive communication with customers throughout the incident lifecycle.
• Monitor operational systems and alerts, including file import processes and Datadog, escalating issues as required.
• Manage service-affecting technical issues relating to card issuers and banking partners, collaborating with internal technical teams and external partners to resolve critical incidents.
• Participate in major incident management, including incident calls and stakeholder/customer communications for high-priority service issues.
• Support Travel Management Companies, corporate customers and card issuers specifically.
• Contribute to knowledge sharing, documentation and continuous improvement initiatives, identifying opportunities to enhance operational efficiency and customer experience.

Conocimientos

Service Desk experience

ITIL knowledge

Stakeholder management

Problem-solving

Customer-focused communication

Herramientas

Ticketing systems

Monitoring tools

Datadog familiarity

Descripción del empleo

The position:

We're now looking for a L2 Service Desk Analyst to support Service Operations in the APAC region. This role will be the escalation points for complex customer, operational and technical issues. Sitting between Customer Service (L1), Product Operations (L3) and regional stakeholders, this role is responsible for owning escalated issues through to resolution while ensuring exceptional customer experience.

The successful candidate will combine strong problem-solving skills, operational knowledge and stakeholder management capabilities to support customers, partners and internal teams across the APAC region. They will also play a key role in driving service improvements, supporting customer training and strengthening operational processes.

You'll be responsible for:

• Provide Level 2 support for incidents and service requests escalated by Level 1 teams, taking ownership through to resolution within agreed SLAs while ensuring effective prioritisation, monitoring and communication.
• Being the primary APAC escalation point.
• Escalate complex or unresolved issues to Level 3/Product Operations where required.
• Review and support Level 1 ticket triage, providing guidance and quality oversight where appropriate.
• Maintain clear and proactive communication with customers throughout the incident lifecycle.
• Monitor operational systems and alerts, including file import processes and Datadog, escalating issues as required.
• Manage service-affecting technical issues relating to card issuers and banking partners, collaborating with internal technical teams and external partners to resolve critical incidents.
• Participate in major incident management, including incident calls and stakeholder/customer communications for high-priority service issues.
• Supporting Travel Management Companies, corporate customers and card issuers specifically.
• Contribute to knowledge sharing, documentation and continuous improvement initiatives, identifying opportunities to enhance operational efficiency and customer experience.

You will have:

• Experience in a Service Desk, Service Operations, Customer Support or Service Delivery role.
• Experience within travel, payments or travel technology environments is preferred.
• Knowledge of ITIL principles and incident management processes.
• Familiarity with ticketing, monitoring and service management tools.
• Strong analytical and problem-solving skills with the ability to take ownership of issues through to resolution.
• Excellent communication and stakeholder management skills, with a customer-first approach.
• Knowledge of virtual cards, commercial cards or travel payments is highly desirable.
• Self-motivated with excellent organisational and time management skills.

You are:

• Customer-focused with a strong sense of ownership.
• Process-oriented and detail-focused.
• Self-motivated and comfortable working independently.
• Strong organisational and prioritisation skills.
• Calm and effective when managing high-priority issues.

Hours:

This role operates on a shift basis between 7:00am and 7:00pm, Monday to Friday, totaling 37.5 hours per week. While flexibility is required to support APAC operational coverage, the role will primarily work standard business hours.

Compensation:

Salary:

Competitive dependent on experience and skills.

Bonus:

10%

Benefits at Conferma:

At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect, as well as providing flexibility for you and your family.

• Hybrid working
• Superannuation contributions
• Enhanced Company sick pay to put your mind at rest
• 25 days paid annual leave plus bank holidays, allowing you to focus on what's important to you outside of work
• The ability to purchase up to 10 additional days holiday each year to enable additional time off
• Additional paid time off for life events, such as moving house or getting married
• An additional days leave on or around your birthday
• Enhanced paid parental leave on the birth or adoption of your child

Diversity, Equity and Inclusion

We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.