Business Service Desk Analyst

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

SG Consulting Limited seeks a proactive Business Service Desk Analyst to support incidents across Corporate, Enterprise, and Government services. This role operates at Level 1.5/2, handling incidents and service requests through multiple channels with a focus on timely resolution and quality service.

You will work with internal teams and external vendors, create and maintain SOPs, and contribute to knowledge transfer while upholding agreed support processes and SLAs in a fast-paced environment.

Qualifications

• 3 to 6 years of experience in a Service Desk, Business Service Desk, Technical Support, or NOC role.
• Experience at Level 1.5/2 support capability.
• Good knowledge of networking fundamentals and enterprise connectivity.
• Experience with ITSM tools such as ServiceNow.
• Certifications in Networking, Microsoft, or ITIL are advantageous.

Responsibilities

• Provide Level 1.5/2 technical support across multiple channels (phone, email, chat, alerts).
• Manage incidents and service requests in accordance with defined support processes and SLAs.
• Collaborate with internal stakeholders, specialist teams, and external vendors for resolution of complex issues.
• Create, maintain, and improve SOPs; contribute to knowledge transfer and onboarding of team members.
• Perform time-sensitive operational activities including BCP activations and retail store support where applicable.
• Support a broad portfolio across Corporate, Enterprise, and Government services.
• Collaborate with Major Incident Managers during Priority 1/2 incidents to support service restoration.

Skills

Troubleshooting

Networking basics

Incident management

Communication

Customer service

Service desk experience

Tools

ServiceNow

Job description

The Business Service Desk Analyst role will support continued delivery of Business Service Desk operations across Corporate, Enterprise, and Government services. This role will be part of SG Consulting Limited and will provide technical and operational support across a range of IT and telecommunications services, while ensuring service continuity, customer focus, and adherence to agreed support processes and service levels. The role operates at Level 1.5 / Level 2 support capability and is expected to manage incidents and service requests across multiple channels, while ensuring timely resolution, quality service delivery, and adherence to defined support processes.

Key responsibilities

• Provide technical support to customer employees, partners, and vendors across supported business services.
• Operate at Level 1.5 / Level 2 support capability, managing incidents and service requests in accordance with defined support processes and service levels.
• Deliver support across multiple channels, including phone, email, chat, and alerts.
• Diagnose and resolve issues independently, and engage in technical discussions with enterprise customers, stakeholders, and resolver groups where required.
• Work collaboratively with internal stakeholders, specialist teams, and external vendors for resolution of complex or high-impact issues.
• Maintain a strong focus on in-team resolution and service ownership, with the objective of resolving the majority of customer interactions without unnecessary escalation.
• Perform time-sensitive operational activities, including BCP activations and retail store support, where applicable.
• Support a broad portfolio of Corporate, Enterprise, and Government services, across varied customer environments, platforms, and business support processes.
• Collaborate with Major Incident Managers (MIMs) during Priority 1 and Priority 2 incidents to support service restoration activities.
• Create, maintain, and improve Standard Operating Procedures (SOPs) and contribute to knowledge transfer, mentoring, and onboarding of team members.

About you

• Strong troubleshooting capability across IT and telecommunications domains.
• Good knowledge of networking fundamentals, enterprise connectivity, and telecom products/services.
• Experience with ServiceNow or similar ITSM tools.
• Good understanding of Incident Management, Request Management, ticket triage, escalation handling, and SLA management.
• Strong communication, customer handling, and documentation skills.
• 3 to 6 years of experience in a Service Desk, Business Service Desk, Technical Support, or NOC support role.
• Experience working at Level 1.5/2 support capability.
• Exposure to enterprise customer support and vendor coordination.
• Certifications in Networking, Microsoft, or ITIL are advantageous.

About us

SG Consulting Limited provides technical and operational support across a range of IT and telecommunications services for Corporate, Enterprise, and Government services.