Senior Service Desk Analyst

Green Light; Wellington; On-site; NZD 65,000 - 90,000; Full time

Job summary

Green Light Worldwide in Wellington, NZ, is seeking a Senior Service Desk Analyst on a 9–12 month contract. You will support a large, geographically diverse user base with a mix of on-premises and cloud environments, serving as a senior escalation point for incidents and requests.

You will manage Level 2/3 support for Microsoft technologies, Active Directory, Entra ID, Exchange, and line-of-business applications, delivering high-quality customer service and accurate documentation.

Qualifications

• Experience delivering Level 2/3 support in a distributed enterprise environment.
• Proven ability to diagnose and resolve complex desktop, app, and infrastructure issues.
• Experience with on-premises and cloud environments and Microsoft stack.

Responsibilities

• Provide Level 2/3 technical support for end users across a distributed organisation.
• Act as escalation point for complex desktop, application, and infrastructure issues.
• Troubleshoot and resolve incidents across Windows, Microsoft 365, and business apps.

Skills

Windows OS

Microsoft 365

Active Directory

Microsoft Entra ID

Microsoft Exchange

ITSM

Remote support

Customer service

Stakeholder engagement

Cross-cultural collaboration

Job description

• Enterprise IT Support & End User Computing Environment
• Must be eligible to obtain and maintain a Confidential Security Clearance.
• 9–12 Month Contract
• Wellington, New Zealand

About the Role

Green Light is seeking an experienced Senior Service Desk Analyst to support a large and geographically diverse user base within a complex enterprise environment. This role will be responsible for providing high-quality technical support across a broad range of end-user technologies, acting as a senior escalation point for service desk incidents and requests. You will support users across both on-premises and cloud environments, ensuring timely resolution of technical issues while maintaining exceptional customer service standards.

Responsibilities

• Provide Level 2 and Level 3 technical support for end users across a geographically distributed organisation
• Act as an escalation point for complex desktop, application, and infrastructure-related issues
• Troubleshoot and resolve incidents across Microsoft operating systems, Microsoft 365, and business applications
• Support users across both on-premises and cloud-based environments
• Administer and support Active Directory, Microsoft Entra ID, and Microsoft Exchange environments at an operational level
• Assist with deployment, installation, and support of line-of-business applications
• Support enterprise telephony, mobility, and end-user computing services
• Maintain accurate ticketing, documentation, and knowledge base articles
• Collaborate with infrastructure, applications, and security teams to resolve complex issues
• Deliver exceptional customer service through onsite and remote support channels

Required Skills & Experience

• Microsoft Windows operating systems
• Microsoft 365 products
• Line-of-business applications
• Experience deploying and supporting enterprise applications on end-user devices
• Strong troubleshooting experience across Microsoft technologies in both on-premises and cloud environments
• Active Directory
• Microsoft Entra ID
• Microsoft Exchange
• Experience using ITSM platforms and service management processes
• Experience providing remote support in large client/server environments
• Excellent communication and stakeholder engagement skills
• Ability to work effectively with people from diverse cultures and backgrounds

About Green Light Worldwide

We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs.

At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage applications from all backgrounds and communities and are dedicated to providing a fair and accessible recruitment process for all candidates. If you require any accommodations during the process, please contact ***************@greenlightworldwide.com