Senior Service Desk Analyst

DairyNZ Limited; Auckland; Hybrid; NZD 85,000 - 110,000; Full time

Job summary

DairyNZ is seeking a Senior Service Desk Analyst to own and maintain the Digital Service Desk environment, ensuring reliable support for DairyNZ staff, devices and applications. You will collaborate with the Digital Technologies team to deliver modern, consistent service and drive continuous improvement across systems in Aotearoa New Zealand.

You will manage changes, optimize incident handling, and build strong relationships with staff and external providers while upholding high customer service

Qualifications

• At least three years’ experience in a similar or related service desk or digital support role.
• Communications Technology and Microsoft certification.
• Strong capability in troubleshooting hardware, software and end-user technology issues.
• Working knowledge of networking concepts, including TCP/IP, DNS and DHCP.
• Experience with Microsoft 365, Microsoft Intune and Microsoft Teams.
• Experience managing service desk workflows, incident queues, access changes and supporting documentation.
• Excellent written and verbal communication skills, with a commitment to outstanding internal customer service.
• The ability to plan work, make sound decisions and remain adaptable when priorities or technologies change.

Responsibilities

• Take responsibility for the management, maintenance and continuous improvement of the Service Desk system.
• Provide timely, high-quality technical support across DairyNZ systems, devices and applications.
• Manage hardware lifecycle refresh activities, software updates and upgrades, and mobile device deployment.
• Manage and operate Microsoft Intune and support automation of device configuration.
• Plan and manage changes to digital systems, including risks and back-out plans, in line with change control processes.
• Identify recurring incidents and service requests, then implement root-cause fixes and improvement opportunities.
• Maintain accurate access and permission records, ticket information and audit documentation.
• Build trusted relationships with staff, contractors, Digital Technologies colleagues, and external service providers.

Skills

Service desk experience

Microsoft certification

Customer service mindset

Communication skills

Problem solving

Tools

Microsoft 365

Microsoft Intune

Microsoft Teams

TCP/IP DNS DHCP

Job description

Job ID: 165129
Department: Corporate Services
Location: Newstead
Posted: September 15, 2026

Deliver a positive future for New Zealand dairy farming

We are full of people who have a passion for delivering great outcomes and creating positive change. We leverage our collective strength by bringing the dairy sector together, helping farmers build more sustainable, profitable, and resilient farm businesses; because a strong dairy sector means a strong New Zealand.

Your opportunity

Join our Digital Technologies team and take ownership of the systems and services that keep DairyNZ people connected and productive. As our Senior Service Desk Analyst, you will maintain and support the Digital Service Desk environment, delivering modern, consistent and reliable digital support across DairyNZ.

Reporting to the Digital Operations Lead, you will:

• Take responsibility for the management, maintenance and continuous improvement of the Service Desk system.
• Provide timely, high-quality technical support across DairyNZ systems, devices and applications.
• Manage hardware lifecycle refresh activities, software updates and upgrades, and mobile device deployment.
• Manage and operate Microsoft Intune and support automation of device configuration.
• Plan and manage changes to digital systems, including risks and back-out plans, in line with change control processes.
• Identify recurring incidents and service requests, then implement root-cause fixes and improvement opportunities.
• Maintain accurate access and permission records, ticket information and audit documentation.
• Build trusted relationships with staff, contractors, Digital Technologies colleagues, and external service providers.

About you

You are an experienced and customer-focused digital support professional who enjoys solving problems, improving services and helping people use technology with confidence. You bring sound judgement, strong communication skills and a practical approach to managing competing priorities. You are comfortable taking ownership while collaborating closely with others, and you value clear processes, reliable service and continuous improvement.

We’d love to hear from you if you have:

• At least three years’ experience in a similar or related service desk or digital support role.
• Communications Technology and Microsoft certification.
• Strong capability in troubleshooting hardware, software and end-user technology issues.
• Working knowledge of networking concepts, including TCP/IP, DNS and DHCP.
• Experience with Microsoft 365, Microsoft Intune and Microsoft Teams.
• Experience managing service desk workflows, incident queues, access changes and supporting documentation.
• Excellent written and verbal communication skills, with a commitment to outstanding internal customer service.
• The ability to plan work, make sound decisions and remain adaptable when priorities or technologies change.

Why you should join us

Make a difference - Together with our farmers, help us drive positive progress for the sector and country we love. Our credible work supports a sustainable future for farmers, the environment and communities across Aotearoa New Zealand.

Bring the whole you? - We put people at the heart of what we do. We welcome all that you are and support your wellbeing, so you thrive personally and professionally.

Join a vibrant culture - Be part of a team that truly believes in our values. We have the courage to take bold action and the curiosity to drive innovation. Our credibility shines in our evidence-based work and our connectedness builds meaningful, collaborative relationships.

Empowering you - We succeed when you do, which is why we champion the development and growth of our people. We empower you to do and be at your best through learning opportunities and great benefits.

Applications close Tuesday 29 September at 10.00pm