interRAI Service Desk Support

New Zealand Government; 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 a national health platform. You will handle inquiries, manage incidents, and ensure service requests are resolved efficiently.

The role requires strong communication, ITIL familiarity and the ability to work within SLAs while collaborating with IT and service delivery teams to improve processes and user experience.

Qualifications

• Experience in 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.
• 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.

Responsibilities

• Provide high-quality customer service and technical support to internal and external customers.
• Log issues accurately, prioritise them and ensure resolution within SLAs.
• Manage incidents and coordinate escalations to specialist support teams.
• Assist with password resets and user setups as part of service delivery.
• Contribute to ongoing improvement of support processes and incident management.
• Collaborate with cross-functional teams to resolve issues and improve customer experience.

Skills

Customer service

Incident management

Service delivery

Microsoft 365

Education

ITIL 4/5

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’ll 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.