It Service Analyst

CGR Services; Wellington; Hybrid; NZD 80,000 - 112,000; Full time

Benefits offered by this job

Hybrid work model

Work from home up to 2 days/week

Job summary

The IT Service Analyst will join Ara Poutama Aotearoa – Department of Corrections in Wellington, delivering reliable ICT support and service delivery across digital assets and infrastructure.

You will process requests, liaise with external providers, and assist customers to shape and fulfil their ICT needs in a fast-paced, customer-focused environment. Hybrid work option available, with two days remote per week.

Qualifications

• Attention to detail is essential for accurate data entry and issue tracking.
• Strong communication and interpersonal skills for collaboration with IT and business teams.
• Experience supporting customers in IT or service desk environments is preferred.

Responsibilities

• Provide an efficient channel for requests and work with external providers to streamline processes.
• Monitor provider delivery of non-service desk requests and escalate where needed.
• Assist customers to shape requests and support day-to-day ICT needs with professional service.

Skills

Teamwork & communication

Microsoft 365 proficiency

Attention to detail

Time management

Experience with senior stakeholders

Tools

Excel

SharePoint

Teams

Job description

Join our team and support the timely and cost-effective resolution of requests with the product provider as they arise!

• Work from home up to two days per week
• Based at our Wellington National Office Infrastructure and Digital Assets (IDA) provide a range of services to support the delivery of Corrections' core business and ensure we can maintain consistent service delivery regardless of external events and crises. The group comprises four key areas : Asset Management, Procurement, Public Private Partnerships and Digital. We have an exciting and transformational plan designed to modernise our infrastructure and technology platform, delivering life changing digital technology for the people we manage and our staff.

Mō te tūnga | About the role

The Digital team are currently looking for IT Service Analyst to join the team here at Ara Poutama. As an IT Service Analyst, you will be responsible for:

• Providing an efficient channel for requests, working with the external providers to develop and automate the process.
• Monitor provider delivery of non-service desk request.
• Working with and assisting customers to shape their requests and support their day to day ICT needs.

Mōu | About you

You are a tech-savvy, customer-focused professional with excellent communication skills and a proven ability to build positive relationships in an IT support or customer service environment. You are motivated to learn, quick to pick up new systems and processes, and able to apply sound judgement and common sense when solving problems. Proactive and dependable, you take initiative, have a strong work ethic, and are always willing to go the extra mile to deliver great service. You thrive in a fast-paced environment, remain calm under pressure, and can effectively prioritise competing tasks while maintaining attention to detail and a high standard of customer care.

Ngā pūkenga me ngā wheako | Skills and experience

We are looking for someone with good attention to details as well as:

• Proven ability to work effectively as a team member with good interpersonal and communications skills, both written and oral
• Advanced data entry and computer skills including Microsoft 365 (Excel, Teams and Sharepoint)
• Organised and methodical work habits with attention to detail
• Experience working with senior members of high priority groups, often in time sensitive situations

Utu ā-tau | Salary

The midpoint of the salary range is $93,688 per annum and the full range (85%-120%) is $79,635 - $112,426 per annum. Appointment and remuneration will reflect skills and experience relevant to the role.

Mō mātou | About us

Join Ara Poutama Aotearoa - Department of Corrections, where your work will contribute to improving public safety, reducing re-offending, and address the overrepresentation of Māori in correctional facilities.

As a values-led organisation, we use the principles of rangatira (leadership), manaaki (respect), wairua (spirituality), kaitiaki (guardianship), and whānau (relationships) to guide our work and achieve the goals of our Hōkai Rangi strategy.

We value inclusion and diversity in our workforce, and as a Public Service organisation we are committed to building a workforce that reflects the public we serve.

We strive to make our recruitment process fair, and we encourage you to discuss reasonable accommodations with us if required.

Applications close on : Wednesday 26 August 2026, 11pm, NZST.