Service Desk Analyst

JobSpace; Auckland; On-site; NZD 55,000 - 75,000; Full time

Job summary

Health NZ | Te Whatu Ora is seeking a Service Desk Analyst to be the first point of contact for staff, providing rapid Level 1 technical support and efficient ticket handling. You will resolve issues remotely or escalate as needed to keep health services running.

The role emphasizes strong communication, customer service excellence, and a proactive mindset in a fast-paced digital environment supporting New Zealand's health system.

Qualifications

• At least 2 years' experience in customer service or support roles.
• Experience logging, managing, and resolving customer queries and support tickets.
• Strong communication and relationship-building skills, with a focus on delivering exceptional service.
• Previous experience in an IT Service or Support Desk environment (preferred but not required).
• Willingness to learn and grow your technical skills — technical certifications are an advantage but not essential.

Responsibilities

• Be the first point of contact for Health NZ kaimahi and resolve Level 1 issues.
• Log, manage, and resolve service requests and tickets efficiently.
• Escalate complex issues to appropriate teams and coordinate resolution.
• Join the after-hours on-call pool as required in some Health NZ locations.
• Collaborate with Senior Analysts and Team Lead to maintain smooth digital operations.

Skills

Customer service

Ticketing

Communication

IT service

Team collaboration

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.

As a Service Desk Analyst, you will be the first point of contact for Health NZ kaimahi, providing responsive and effective technical support that keeps our people connected and productive. You will assist users in resolving Level 1 technical issues and service requests — either remotely or by escalating complex matters to the right teams. Every day will bring new challenges as you troubleshoot issues, log and manage tickets, and ensure service requests are handled efficiently and professionally. Working closely with Senior Analysts and your Team Lead, you will play an essential role in maintaining smooth digital operations and delivering outstanding customer support to those who support Aotearoa's health system.

In addition, we are also looking for people to join our Digital Services on-call pool. This involves being part of a roster that provides after-hours support as required and would only be required in some Health NZ locations as is in addition to standard working hours.

Our Digital Operations team sits at the heart of Health NZ's digital world — powering the systems that keep hospitals and health services across the country running smoothly. We're the team behind the technology that clinicians rely on every day, ensuring critical systems stay connected, secure, and reliable. But our impact goes far beyond the hospital walls — we're building the digital foundations that strengthen healthcare for communities across Aotearoa. By driving innovation, setting national standards, and investing in smarter, more resilient infrastructure, we're shaping the future of digital health in New Zealand — and you could be part of it.

You are a people-focused problem solver who enjoys helping others and delivering great customer experiences. You bring strong communication skills, a calm and professional approach, and a genuine interest in technology and service delivery. Whether you're already experienced in IT support or looking to take the next step in your customer service career, you're proactive, organised, and thrive in a fast-paced environment where every day is different.

You will bring:

• At least 2 years' experience in customer service or support roles


• Experience logging, managing, and resolving customer queries and support tickets efficiently


• Strong communication and relationship-building skills, with a focus on delivering exceptional service


• Previous experience in an IT Service or Support Desk environment (preferred but not required)


• A willingness to learn and grow your technical skills — technical certifications are an advantage but not essential

Health New Zealand | Te Whatu Ora is dedicated to ensuring excellent healthcare for the people of New Zealand. We embrace a workforce that is diverse and inclusive so that we are better positioned to understand and service our community. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.