IS Service Support Analyst

Aotearoa New Zealand Association of Social Workers; Auckland; Hybrid; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Discounted seafood

Job summary

Sanford is seeking an IS Service Support Analyst to join our Auckland‑based IS team. You will provide hands‑on technology support across diverse sites—from head office to factories and vessels. The role involves incident ownership, 365 and AD administration, onboarding/offboarding, and occasional travel across New Zealand.

You’ll work with the IS team to resolve issues, document processes, and improve end‑user experiences. Hybrid working is available with on‑site coverage as required.

Qualifications

• 2 years’ experience in IT/IS Service Desk or similar end‑user support role.
• Tertiary IT qualification or equivalent practical experience.
• Strong troubleshooting and problem‑solving capability.
• Good working knowledge of Microsoft 365 and Active Directory.

Responsibilities

• Manage incidents and service requests through the IS Service Desk with SLAs.
• Support and administer end‑user technology including laptops and peripherals.
• Manage user access, device setup and onboarding/offboarding.
• Troubleshoot technical and application issues and escalate when needed.
• Support key business systems across offices, factories, and sites.
• Maintain clear support processes and technical documentation.
• Collaborate with vendors and IS team to resolve issues.
• Identify opportunities to improve Service Desk processes.
• Provide on‑site support at Sanford sites and vessels as required, including travel within NZ.
• Participate in on‑call roster (every 6 weeks) for major incidents.

Skills

Problem solving

Communication

Customer service

Independent worker

Team collaboration

Education

Tertiary IT qualification or equivalent

Tools

Microsoft 365

Active Directory

ITIL practices

Job description

Sanford is one of New Zealand’s largest seafood businesses, with operations spanning offices, factories, aquaculture sites and a fishing fleet operating around the country.

We’re looking for an IS Service Support Analyst to join our Auckland-based IS team and provide hands‑on technology support across this diverse operating environment. You’ll be part of the team keeping our people connected and productive, resolving day‑to‑day issues, setting up users and devices, supporting core technology and getting involved when our operational sites need assistance. This isn’t your typical Service Desk environment, you’ll work across everything from our Auckland Head Office to factories, operational sites and fishing vessels around New Zealand.

What you’ll be doing

This is a varied Service Desk role where you’ll take ownership of requests from initial contact through to resolution.

You’ll be responsible for:

• Managing incidents and service requests through the IS Service Desk, working to agreed SLAs.
• Supporting and administering Microsoft 365, Active Directory, laptops, desktops, peripherals and end‑user technology.
• Managing user access, device setup, hardware maintenance and onboarding and offboarding requirements.
• Troubleshooting technical and application issues and escalating more complex incidents when required.
• Supporting key business systems and technology used across our offices, factories and operational sites.
• Maintaining clear support processes and technical documentation.
• Working with technology vendors, suppliers and the wider Sanford IS team to resolve issues.
• Identifying opportunities to improve Service Desk processes and the overall end‑user experience.
• Providing support at Sanford sites and vessels when required, which may include travel within New Zealand.
• Participating in the on‑call roster(once every 6 weeks) and supporting major or business‑critical incidents when required.

What you’ll bring

We’re looking for someone who enjoys solving problems but is equally comfortable working with people. You’ll be approachable, responsive and able to explain technical issues without making them unnecessarily technical.

Ideally, you’ll bring:

• Preferably 2 years’ experience in an IT/IS Service Desk, technical support or similar end‑user support role.
• A tertiary IT qualification or equivalent practical experience.
• Strong troubleshooting and problem‑solving capability.
• Good working knowledge of Microsoft 365 and Active Directory.
• An understanding of ITIL practices.
• Strong communication, organisation and customer service skills.
• The confidence to manage your own workload, take ownership and follow issues through.
• The ability to work independently as well as collaboratively within a wider IS team.
• Multi‑site support experience would be an advantage.

Why Sanford?

You’ll be joining a business where technology supports far more than a traditional corporate office. Our IS team works across a complex operational environment spanning seafood production, aquaculture and fishing operations throughout New Zealand. That means plenty of variety, exposure to different parts of the business and the opportunity to see how technology supports our people from office to factory to vessel.

Along with plenty of variety and exposure across the business, you’ll also enjoy:

• Hybrid working, with the flexibility to work from home two days a week.
• Discounted seafood, so you can enjoy our products at a great price.

If you’re an experienced support analyst who likes taking ownership, working with people and solving problems in a hands‑on environment, we’d like to hear from you.

For consideration, you will need to be eligible to work in New Zealand. As part of our recruitment process, pre‑employment checks may include a criminal history check, drug and alcohol testing and a medical assessment.