Interrai Service Desk Support

CGR Services; Wellington; On-site; NZD 60,000 - 90,000; Full time

Job summary

Health New Zealand | Te Whatu Ora in Wellington is seeking a Customer Support Analyst to deliver high-quality customer service and technical support for internal and external customers, logging issues, prioritising incidents, and resolving them within SLAs.

You'll work across teams to coordinate escalations, manage password resets, user setups, and contribute to improving support processes while keeping a critical national platform running smoothly.

Qualifications

• Experience in telecommunications or IT services environment.
• Proven customer service experience in a technical setting.
• Experience handling incidents and service requests.
• Proficient with Microsoft 365 applications.
• Strong written and verbal communication skills.
• Excellent record-keeping and documentation.

Responsibilities

• Respond to customer inquiries and provide high-quality technical support.
• Manage incidents and service requests, ensuring proper logging and prioritisation.
• Coordinate escalations to specialist teams when needed and keep SLAs in view.

Skills

Customer service

Incident management

Service requests handling

Microsoft 365

Communication skills

Documentation

Prioritisation under SLAs

Team collaboration

ITIL knowledge

Tools

Microsoft 365

Job description

Permanent full-time role based in Wellington

• Manage everything from everyday support requests to complex incidents and escalations.
• Build your experience across customer service, incident management, service delivery and health technology.

Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to 5 million New Zealanders. We provide essential hospital, specialist, and community health services across 80+ locations — from large urban centres to rural towns and remote communities. Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible and innovative care.

About the Role

As a Customer Support Analyst, you'll provide high-quality customer service and technical support to internal and external customers, responding to enquiries, managing incidents and fulfilling service requests. You'll be responsible for ensuring issues are logged accurately, prioritised appropriately and resolved within agreed Service Level Agreements (SLAs). No two days will be the same. From password resets and user setups through to managing incidents and coordinating escalations to specialist support teams, you'll play a key role in keeping a critical national platform running smoothly. This is a great opportunity for someone who enjoys solving problems, working with people and making technology work better for its users.

About the Team / Service

You'll join a collaborative support environment where customer service, responsiveness and attention to detail are highly valued. Working across internal teams, external customers and technical support specialists, you'll help ensure users receive timely, professional and effective support. You'll also have the opportunity to contribute to the ongoing improvement of support processes, incident management and the customer experience.

About you

You will bring :

• Experience working within telecommunications, IT services or a similar service provider environment
• Proven customer service experience, ideally in a technical or support environment
• Experience managing customer enquiries, incidents and service requests
• Confidence using Microsoft 365 applications
• Excellent written and verbal communication skills
• Strong attention to detail and the ability to maintain accurate records and documentation
• The ability to prioritise competing requests and work effectively within SLAs
• Confidence escalating issues appropriately and working collaboratively with technical teams
• A professional and calm approach when dealing with customers and escalated incidents
• ITIL 4 or 5 certification, or equivalent experience, would be an advantage

Working at Health New Zealand

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community.

We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.