Senior Service Desk Analyst

JobSpace; Christchurch; On-site; NZD 80,000 - 110,000; Full time

Job summary

Datacom in New Zealand is seeking a Senior Service Desk Analyst to lead the daily service desk operations and support team management with our customer commitments.

You will work with a close-knit team, coaching on quality assurance and knowledge management while driving customer satisfaction and handling escalations.

Qualifications

• Problem solver with a focus on continuous improvement and customer experience.
• Strong service orientation and excellent written and verbal communication.
• Ability to work without supervision and mentor others.
• Understanding of ITIL service delivery or willingness to learn.

Responsibilities

• Supporting the team with our daily run
• Knowledge Management – ensuring our KAs are up to date and fit for purpose
• Quality Assurance – reviewing calls and tickets and providing coaching where applicable
• Driving customer satisfaction and handling escalations from the customer, and your teammates who need help!
• Coaching and development, including training new starters
• Developing relationships with key stakeholders across Datacom, our Customer and our vendors.
• Supporting project initiatives

Skills

Problem solving

Customer service

Communication skills

ITIL knowledge

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Here's a fantastic opportunity for you to develop your leadership skills within the Service Desk as a Senior Service Desk Analyst!

As a Senior Service Desk Analyst, you will support the team and assist the team management with our daily run, ensuring we meet our targets and commitments to the customer.

You'll work with a team of close knit, like-minded people, who rally each other through the rushes and support each other with more in-depth queries.

Responsibilities include:

• Supporting the team with our daily run
• Knowledge Management – ensuring our KAs are up to date and fit for purpose
• Quality Assurance – reviewing calls and tickets and providing coaching where applicable
• Driving customer satisfaction and handling escalations from the customer, and your teammates who need help!
• Coaching and development, including training new starters
• Developing (and maintaining) relationships with key stakeholders across Datacom, our Customer and our vendors.
• Supporting project initiatives

In our successful candidates, we are looking for:

• A problem solver – You aren't afraid to voice suggestions to drive continuous improvement, whilst keeping customer experience close to heart
• Strong service orientation, with excellent communication and written skills
• The ability to work without supervision and provide guidance to others as required
• An understanding of ITIL service delivery methodology and service desk (or the willingness to learn more if you haven't already!)