Customer Technical Analyst | Kaitātari Hangarau Kiritaki (Fixed-Term)

LiveHire Limited; Wellington; On-site; NZD 74,000 - 79,000; Full time

Benefits offered by this job

5 weeks annual leave

On-site gym and pool

Learning and development opportunities

Flexible working arrangements

Thorough induction

Ongoing development

Excellent working conditions

Job summary

The Parliament’s IT Service Desk is hiring for a first-level support role within a dynamic, friendly IST team. You will handle incidents and requests, provide resolution management, and offer strong customer service across channels.

Ideal candidates will have proven IT support, familiarity with Windows/Microsoft 365, ServiceNow, and the ability to thrive in a fast-paced public sector setting. NZCitizens/KUP must be eligible for a National Security clearance. This is an on-site Wellington role.

Qualifications

• Experience in an IT support role focused on first-level support and triaging incidents.
• Strong knowledge of Windows OS (10/11), Microsoft 365, InTune, AD.
• Experience with ServiceNow is highly advantageous.
• Excellent written and verbal communication with a customer-focused approach.

Responsibilities

• Provide first-level IT support via phone, email, and in-person at the Parliament drop-in desk.
• Manage tickets and queues, track progress, and document resolutions.
• Own incidents, implement fixes, escalate when needed to higher-level teams.
• Maintain high customer service standards and collaborate across Parliamentary Service.
• Contribute to knowledge bases and documentation for ongoing support.

Skills

First level support

Troubleshooting

Ticket management

Customer service

Communication

Autonomy

Adaptability

Team collaboration

Tools

ServiceNow

Windows 10/11

Microsoft 365

InTune

Active Directory

iOS/Android

Job description

Join Parliament’s IT Service Desk, providing first-level support in a fast-paced team with great development and a unique work environment.

Te tĪma | The team:

If there is one thing that we pride ourselves on above all else, it is our people, who are literally world-class. To support these wonderful people who lead and shape New Zealand's democracy, is the Parliamentary Service. As a core function of this support is the IST team comprised of many different business units and experienced people.

You will be part of the IST Customer Service squads that manages the resolution of technology and operational process incidents and requests through provision of initial support and resolution management where more complex support is required. IST support staff work in a dynamic, fast-paced environment which provides services over the phone, via email, in person and self-service. You will be working with a very friendly and social team, who are highly skilled technically, and will mentor you, coach you, and assist in your career progression.

Mō te tūnga | About the role:

• First level support, troubleshooting and checks on all incoming incidents and requests via calls and emails.
• Ticket and queue management.
• Take ownership of incidents, implementing temporary or permanent fixes and escalating to other support teams as needed.
• High level of customer service skills, written and verbal communication.
• Face to face support at the drop in desk across Parliament buildings.
• Maintain high customer service standards by collaborating effectively across Parliamentary Service and fostering a customer-focused team culture.
• Documentation and maintenance of processes and knowledge bases.

Tō kete | What you will bring to the role:

• Technical expertise: Demonstratable experience in similar IT support focused role, with strong focus in first level support, troubleshooting, triaging tickets and first call resolutions.
• System Knowledge: Windows operating system (10/11), Microsoft365, InTune, Active Directory, iOS and Android
• Previous experience working with ServiceNow highly advantageous.
• Interpersonal Skills: The ability to work autonomously, and thrive in a busy, fast-paced environment. Excellent communication skills both verbally and written with an emphasis on customer friendly vocabulary.
• Adaptability & Learning: Able to manage and prioritise multiple tasks and operate calmly under pressure. Ability to pick up new processes and technologies on the go.

Why work for Parliamentary Service?

• 5 weeks annual leave
• access to an on-site gym and pool
• learning and development opportunities
• flexible working arrangements
• thorough induction
• on-going development
• excellent working conditions

Our ever-changing environment allows us to be part of the action at Parliament including attending question time, select committees and other key events.

The appointing salary range for this role is $74,183 to $78,724 per annum. Appointments will be based on skills and experience (please note, the full salary range extends beyond this).

Please note: To be considered for this position you must be a New Zealand Citizen or Permanent Resident and able to obtain and maintain a NZ Government National Security clearance at CONFIDENTIAL level.