Service Desk Analyst

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Wellbeing programme

Christmas/New Year breaks

SCH-funded training

Job summary

Southern Cross Healthcare is seeking an IT Service Desk Analyst to support our digital services across Aotearoa. You will be the first point of contact for incidents and service requests via phone, email, and in-person channels, taking ownership from logging to resolution within enterprise environments.

You will gain exposure to Active Directory, Azure, PowerShell, Windows 10/11, and Microsoft 365, while developing skills across desktop, application, hardware, and user access issues in a

Qualifications

• Previous experience in an IT service desk or technical support role.
• Ideally 3+ years’ experience in a corporate or enterprise environment
• Working knowledge of Active Directory, Azure, PowerShell, Windows 10/11, Microsoft Office, Microsoft 365.
• Experience with printing, networking, remote desktop support tools, email services, mobile devices, and hardware support.
• Confidence providing Level 1 and Level 2 support.
• Across desktop, application, hardware, and user access issues.
• Strong communication skills, with the ability to explain technical issues clearly to non-technical users
• A customer-first approach, with a genuine interest in helping people and building relationships quickly
• Experience logging, managing, escalating, and resolving incidents, service requests, and problem tickets
• An understanding of ITIL and service management best practice
• Experience with ServiceNow and previous exposure to a hospital or healthcare environment, would be highly regarded.

Skills

IT service desk

Customer focus

Communication

Incident management

Technical support

Problem solving

Team collaboration

Tools

Active Directory

Azure

PowerShell

Windows 10/11

Microsoft 365

Printing

Networking

Remote desktop tools

Email services

Mobile devices

ServiceNow

Job description

This is an opportunity for a customer-focused IT support professional looking to grow their career in a large, purpose-led healthcare environment.

As a Service Desk Analyst, you’ll provide support to Southern Cross Healthcare teams across Aotearoa, helping our people access the systems, tools, and technology they need to deliver high-quality patient care.

You’ll be the first point of contact for digital service requests and incidents across phone, email, and in-person channels. Working as part of our Digital Services team, you’ll take ownership of in-person and support calls from logging through to resolution, while gaining exposure to enterprise technologies, user provisioning, application support, hardware, mobile devices, remote support, and project deployment work.

This role offers strong development potential for someone who enjoys solving problems, building relationships, and growing their technical capability in a supportive team environment.

To be successful in this role, you’ll bring:

• Previous experience in an IT service desk or technical support role.
• Ideally 3+ years’ experience in a corporate or enterprise environment
• Working knowledge of Active Directory, Azure, PowerShell, Windows 10/11, Microsoft Office, Microsoft 365, printing, networking, remote desktop support tools, email services, mobile devices, business applications, and hardware support.
• Confidence providing Level 1 and Level 2 support across a broad range of desktop, application, hardware, and user access issues
• Strong communication skills, with the ability to explain technical issues clearly to non-technical users
• A customer-first approach, with a genuine interest in helping people and building relationships quickly
• Experience logging, managing, escalating, and resolving incidents, service requests, and problem tickets
• An understanding of ITIL and service management best practice

Experience with ServiceNow and previous exposure to a hospital or healthcare environment, would be highly regarded.

• Technical Growth: Build your technical capability across a wide range of enterprise systems, technologies, and national support environments.
• Purpose-led work: Play a practical role in supporting the technology that enables high-quality patient care
• Health & Wellbeing: Funded health insurance, wellbeing programme, and generous Christmas/New Year breaks
• Learning & Development: Develop your technical skills through SCH-funded training, courses, and ongoing professional development.

Ko wai matou | Our Organisation

At Southern Cross Healthcare, our purpose is clear: to advance quality healthcare across Aotearoa New Zealand. Our values shape everything we do:

• Care First – We lead with compassion, delivering care that’s deeply human through genuine manaakitanga.
• Better Together – Collaboration is our strength. We unite diverse skills and perspectives to create better outcomes for all.
• Pursue Excellence – We strive to improve, innovate, and excel every day—never settling, always aiming to deliver our best.

We’re proud to bring together over 4,000 skilled professionals—including 2,000 nurses and anaesthetic technicians—working alongside more than 1,200 specialists, surgeons, anaesthetists, and allied health experts. Together, we’re one of Aotearoa New Zealand’s largest and most trusted healthcare providers.

Driven by a strong ‘for purpose’ ethos, we think beyond financial quarters—planning for generations to come.

We honour Te Tiriti o Waitangi and foster a culturally safe environment that reflects manaakitanga and values the unique perspectives of our people. Our core value, Better Together, guides our goal to build a workforce that mirrors the diversity of Aotearoa New Zealand.

Join us, and together, each of us can be part of something important, helping people live their best lives by reimagining healthcare.

Southern Cross Healthcare is one of the largest private healthcare networks in New Zealand, supporting the health and wellbeing of New Zealanders from Northland to Southland.

In the financial year ending 30 June 2025, we delivered care to more than 118,000 patients through our hospitals and endoscopy clinics; worked with over 82,000 allied health and rehabilitation clients; and delivered community-based health, mental health, and wellness services to over 52,000 clients

Southern Cross Healthcare is one of the largest private healthcare networks in New Zealand, supporting the health and wellbeing of New Zealanders from Northland to Southland.

In the financial year ending 30 June 2025, we delivered care to more than 118,000 patients through our hospitals and endoscopy clinics; worked with over 82,000 allied health and rehabilitation clients; and delivered community-based health, mental health, and wellness services to over 52,000 clients