Digital Support Analyst 1st Line IT Help (Hybrid)

Science New Zealand; Rotorua; Hybrid; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Additional annual leave

Paid parental leave

Hybrid working

Flexible hours

Health and wellbeing benefits

Retirement savings options

Job summary

Science New Zealand – Rotorua invites applications for a Digital Support Analyst (Fixed Term 6 months) to be the primary contact for incidents, service requests and digital workplace inquiries. You will deliver first-level IT support across end-user devices, applications and collaboration tools, ensuring minimal disruption and a smooth user experience.

You'll communicate clearly with technical and non-technical stakeholders, diagnose issues, assist with device lifecycles, and contribute to

Qualifications

• Tertiary qualification in Information Technology.
• Minimum 2 years’ experience delivering 1st level IT support.
• Relevant certifications in ITIL and Microsoft 365 qualifications (such as MS-102, MD-102) highly desirable.
• Ability to diagnose and resolve technical issues across hardware, software, mobile devices, peripherals, and collaboration technologies.
• Excellent customer service and communication skills, with the ability to communicate effectively with users of varying technical ability.

Responsibilities

• Deliver end-user support and service – provide responsive, people-focused support for incidents and service requests, resolving issues and coordinating escalation where required.
• Support workplace technology – support devices, applications, peripherals, meeting room technology and other workplace technologies used across the organisation.
• Support the device lifecycle – assist with the provisioning, deployment, maintenance, replacement and retirement of devices and associated technology.
• Contribute to service improvement – support documentation, knowledge sharing, process improvement and consistent ways of working across Digital Support.

Skills

IT support

Customer service

Communication

Technical troubleshooting

Incident management

Microsoft 365 knowledge

Education

Tertiary qualification in Information Technology

Tools

ITIL Certification

Microsoft 365 (MS-102, MD-102)

Job description

Science New Zealand – Rotorua invites applications for a Digital Support Analyst (Fixed Term 6 months) to be the primary contact for incidents, service requests and digital workplace inquiries. You will deliver first-level IT support across end-user devices, applications and collaboration tools, ensuring minimal disruption and a smooth user experience.

You'll communicate clearly with technical and non-technical stakeholders, diagnose issues, assist with device lifecycles, and contribute to