Fixed-Term Service Desk Analyst — Flexible IT Support

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

Benefits offered by this job

Training and development opportunities

Life and income protection insurance

Generous parental leave

Discounts galore

Job summary

Watercare is seeking a Service Desk Analyst to provide responsive, friendly, and practical support across digital services. You will log and manage service requests, resolve issues where possible, and ensure cases are assigned and escalated appropriately.

You’ll support user access, mobile devices, onboarding and offboarding, while maintaining accurate service and asset information. Previous service desk experience and strong communication are essential.

Qualifications

• Experience in a technical support or service desk role.
• Excellent customer service and communication skills.
• Ability to explain technical information to non-technical people.
• Strong organisation skills and ability to manage deadlines.
• Strong understanding of digital technologies and modern workplace practices.
• Collaborative and solutions-focused approach.

Responsibilities

• Provide first-level technical support through email, phone, web portal and in-person channels.
• Log and manage cases through the Service Management system.
• Administer user access across digital systems, applications and security.
• Coordinate mobile phones and smart devices.
• Maintain device security profiles, asset information and telephony reports.
• Assist with employee onboarding and offboarding, including systems access and hardware.
• Communicate outage notifications clearly and promptly.
• Work with digital suppliers to resolve issues.
• Provide helpful advice and guidance to people across Watercare.
• Support compliance with digital policies, security requirements and internal procedures.

Skills

Technical support

Customer service

Clear communication

Problem solving

Team collaboration

Education

Diploma in IT or equivalent

Tools

Microsoft 365 admin

Azure Active Directory

Active Directory

ServiceNow ITSM

Intune

ITIL Foundation

Job description

Watercare is seeking a Service Desk Analyst to provide responsive, friendly, and practical support across digital services. You will log and manage service requests, resolve issues where possible, and ensure cases are assigned and escalated appropriately.

You’ll support user access, mobile devices, onboarding and offboarding, while maintaining accurate service and asset information. Previous service desk experience and strong communication are essential.