2nd Line Service Desk Analyst

Conferma-Ltd; Auckland; Híbrido; NZD 119.000 - 159.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Superannuation contributions

25 days annual leave plus holidays

Bonus 10%

Descripción de la vacante

Conferma-Ltd in Auckland, New Zealand, is seeking a L2 Service Desk Analyst to support APAC operations. You will own escalations from initial triage to resolution, ensuring a superior customer experience across global partners and clients.

The role requires strong problem-solving, stakeholder management, and the ability to work across L1/L3 teams. You will monitor Datadog, review incidents, and contribute to operational improvements while supporting travel management companies and card issuers.

Formación

• Experience providing Level 2 support and owning incidents through to resolution.
• Strong communication with customers, partners and internal teams.
• Ability to operate effectively across the APAC region and with cross-functional groups.
• Familiarity with incident management and ITIL-like processes.

Responsabilidades

• Provide Level 2 support for incidents and service requests escalated by Level 1 teams, owning issues through to resolution.
• Serve as the primary APAC escalation point and coordinate with Level 3/Product Operations when needed.
• Review Level 1 triage and guide junior staff to ensure quality outcomes.
• Maintain proactive communication with customers throughout incident lifecycles.

Conocimientos

Customer focus

Ownership

Process-oriented

Detail-oriented

Independent worker

Prioritisation

Herramientas

Datadog

Descripción del empleo

Location: Hybrid / Auckland, New Zealand
job type: Permanent / Full-time
Sector and subsector: Technology | Technical Support
Annual Salary range:from € 60,000.00 to € 80,000.00

Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and was more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world’s largest payments platform for virtual cards.

We’ve engineered connectivity to over 90 of the world’s best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey – and seeing how far we can go, together!

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 will have

• 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 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.

• 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.