Service Centre Analyst - Fixed Term

CGR Services; Wellington; On-site; NZD 74,000 - 82,000; Full time

Job summary

Ministry of Foreign Affairs and Trade (MFAT) seeks an ICT Service Support professional for its 24x7 service centre in Wellington. You will provide frontline customer support to a global user base, handling modern Microsoft OS and business applications while coordinating with multiple teams.

Candidates should have hands-on ITSM experience, AD/Entra and Exchange familiarity, and a collaborative mindset. This fixed-term, Wellington-based role requires shift-based hours including overnights.

Qualifications

• Practical experience in ICT service support across a global user base.
• Hands-on experience with modern Microsoft OS and line of business apps.
• Understanding of basic networking concepts and enterprise telephony/mobility solutions.

Responsibilities

• Deliver responsive, customer-centric services to the Ministry’s global user base in 60+ locations.
• Join a team of skilled support professionals enabling a wide range of technologies and services.
• Be part of a team that takes pride in delivering to a diverse and complex Ministry.

Skills

ICT service support

Microsoft operating systems

Business desktop applications

Networking concepts

End user support

Remote support

Tools

AD/Entra

Microsoft Exchange

ITSM tools

Job description

The Ministry acts in the world to build a safer, more prosperous and more sustainable future for New Zealanders. Kia hangai ake e te Manatu he ao-haumaru, ao-tonui, ao-pumau, ki te oranga tonutanga mo Aotearoa whanui.

About the role

Kōrero mō te tūranga This role sits within the Service Centre team which forms part of the Information Management Division - Business Partnering and Service Unit. The Business Partnering and Service function is responsible for providing day to day customer service and partnering with the business to make sure their needs are met and as such is required to provide a 24x7 service to Ministry users worldwide. The Ministry operates from over 60 locations with over 2000 users. Your great attitude and proactive approach will be the key to being successful in this role. Your passion for great customer service will be at the forefront of the services your deliver. This role will be based in a 24x7 Service Centre located in Wellington Central. The hours will be on a shift-based roster, including some overnight shifts. Expected days of work will be Monday to Friday, with occasional rostered on-call duties on a Saturday or Sunday.

• Deliver responsive, customer centric services to the Ministries’ global user base in 60+ locations.
• Join a team of highly skilled and engaged support professionals enabling a wide range of technologies and services.
• Be a part of a team who take pride and satisfaction in its ability to deliver to a diverse and uniquely complex Ministry.
• Wellington based – fixed term role.

Your passion for great customer service and astute technical support skills will see you excel in this role. Every day will present its own set of challenges and rewards in equal measure.

The salary range for this role is $73,788 to midpoint $81,987 total remuneration, negotiable depending on skills and experience. The total remuneration is inclusive of our KiwiSaver employer contribution.

Who are we looking for?

• Practical experience in ICT service support, with demonstrated experience supporting a geographically diverse customer base.
• Demonstrated hands‑on experience supporting modern Microsoft operating systems and line of business applications.
• An understanding of basic networking concepts, enterprise telephony systems and enterprise mobility solutions as well as business desktop applications.
• Experience supporting the deployment and installation of line of business applications to customer end points.
• Experience troubleshooting technical issues across Microsoft products both in the on‑premise and cloud environments.
• Experience administering AD/Entra and Microsoft Exchange entities at an operational support level.
• Experience with ITSM tools.
• A working knowledge of end user security best practices.
• Experience supporting users in a large and diverse client/server environment and with remote support being a primary focus of this role.
• Ability to work effectively with a diverse group of people from a range of cultures and background is essential.
• Understanding of The Treaty of Waitangi/Te Tiriti, Te Reo Māori and Māori customs and protocols would be beneficial.

Why MFAT?

We are committed to a focus on leadership, talent, training and development, and flexible work options consistent with guidance from the Public Service Commission.

MFAT is Rainbow Tick accredited. We value diversity and are committed to providing an inclusive culture where everyone feels supported, valued, and a sense of belonging. We welcome applications from people from a diverse range of backgrounds.

About us

Our people represent New Zealand on and offshore, and in doing so make New Zealanders safer and more prosperous. By building connections with and influencing other countries and international institutions, we advance New Zealand’s interests and pursue New Zealand's values. We provide advice to the Government on the implications for New Zealand of what is happening in the world.

If you have any questions about the role please email: [e-mail]

To be considered for this position at Ministry of Foreign Affairs and Trade you must be a NZ Citizen or Permanent Resident. You must be able to obtain and maintain a Confidential security clearance. Ordinarily, to obtain this level of clearance candidates must have sufficient checkable background in countries where meaningful and reliable checks can be undertaken. Where requisite checks are unable to be made, the candidate application may not be able to be progressed. Use this online tool to self-check your eligibility for a Confidential clearance. Please note that this tool is not part of the formal security clearance process: http://www.protectivesecurity.govt.nz/eligibility-tool Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Applications close at 11:59pm Thursday, 27 August 2026.

Please note: This is not a Foreign Policy/diplomatic role. This is a ‘Corporate’ role (known here as a specialist role based in central Wellington, NZ. While it is not usual for specialist staff to be ‘posted’ outside of NZ, from time to time a specialist role overseas becomes available at one of our embassies, high commissions, missions or consulates. To be considered for one of these positions you would need to apply and be considered via a competitive recruitment process. If you do have an interest in an MFAT foreign policy/diplomatic career, you would be welcome to apply for this either via our graduate recruitment or mid-level foreign policy recruitment campaigns.