APAC L2 Service Desk Lead - Travel & Payments

Conferma; Auckland; Hybrid; NZD 60,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Service Desk experience

ITIL knowledge

Stakeholder management

Problem-solving

Customer-focused communication

Tools

Ticketing systems

Monitoring tools

Datadog familiarity

Job description

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.