APAC L2 Service Desk Analyst - Hybrid NZ

Conferma-Ltd; Auckland; Hybrid; NZD 119,000 - 159,000; Full time

Benefits offered by this job

Superannuation contributions

25 days annual leave plus holidays

Bonus 10%

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer focus

Ownership

Process-oriented

Detail-oriented

Independent worker

Prioritisation

Tools

Datadog

Job description

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.