IT Service Desk Agent – 24/7 Hybrid Support

Green Cross Health; Wellington; Hybrid; NZD 65,000 - 90,000; Full time

Job summary

NTT DATA is seeking an experienced Managed Services Service Desk Agent in Wellington. The role is the first contact for clients and vendors, handling calls, chats, tickets, and mailbox management in a hybrid working environment.

You will log, diagnose, and resolve incidents using SOPs, provide timely updates, and work with resolver groups to ensure rapid resolution while maintaining high service quality.

Qualifications

• Ambitious self-starter with a passion for IT and service delivery.
• Ability to elevate issues using sound judgment and escalate when needed.
• Methodical approach to ticket resolution and strong communication.
• Experience interacting with multiple stakeholders in a tech environment.
• Integrity and client-focused service mindset.
• Team player with attention to detail in a fast-paced setting.
• Good verbal and written communication skills.
• Flexible for a 24x7 roster and hybrid work model.
• Familiarity with ITIL concepts and core network tech basics (WAN/LAN/WLAN).

Responsibilities

• Receives, logs, validates and diagnoses client requests, applying SLAs.
• Uses product/process knowledge to respond to tickets and requests.
• Strives for first call resolution and uses instructions when possible.
• Flags missing content and refers to relevant articles as needed.
• Provides timely updates to clients on pending requests or tickets.
• Collaborates with resolver groups to ensure timely client communication.
• Produces breach and aging reports for service desk tickets.
• Identifies gaps in processes and suggests improvements.
• Uses sound judgment to elevate issues when necessary.
• Maintains professional service quality and client satisfaction.

Skills

Ambitious self-starter

Judgment escalation

Communication skills

Team player

Attention to detail

Stakeholder interaction

24x7 shift availability

ITIL knowledge

Network basics

Education

Advanced general qualification in Technology (Technical Diploma)

ITIL v4 foundation certification (preferable)

Job description

NTT DATA is seeking an experienced Managed Services Service Desk Agent in Wellington. The role is the first contact for clients and vendors, handling calls, chats, tickets, and mailbox management in a hybrid working environment.

You will log, diagnose, and resolve incidents using SOPs, provide timely updates, and work with resolver groups to ensure rapid resolution while maintaining high service quality.