Service Desk Analyst

Health New Zealand - Te Whatu Ora; Auckland; On-site; NZD 55,000 - 85,000; Full time

Job summary

Health New Zealand | Te Whatu Ora in Auckland is seeking a Service Desk Analyst to be the first point of contact for kaimahi, delivering responsive Level 1 technical support and handling service requests, remotely or by escalation to the right teams.

You will log, manage and resolve queries, maintain tickets, and work with Senior Analysts and the Team Lead to keep digital operations smooth and productive for Aotearoa's health system. Some locations may require after-hours on-call.

Qualifications

• 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).
• Willingness to learn and grow technical skills; certifications are an advantage but not essential.

Responsibilities

• Be the first point of contact for kaimahi, providing responsive Level 1 technical support.
• Log, manage, and resolve tickets, and escalate complex issues to the right teams.
• Collaborate with Senior Analysts and Team Lead to maintain smooth digital operations.
• Participate in the after-hours on-call pool for some Health NZ locations as required.

Skills

Customer service

IT support

Strong communication

Problem solving

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.

Health New Zealand - Te Whatu Ora – Auckland, North Island

Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to 5 million New Zealanders.

We provide essential hospital, specialist, and community health services across 80+ locations - from large urban centres to rural towns and remote communities.

Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible and innovative care.

About the Role

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.

About the Team/Service/ Location

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.

About you

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

Working for Health New Zealand

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.