Service Desk Analyst

BraveGen; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Job summary

BraveGen is seeking an experienced Service Desk Analyst to be the first point of contact for customers and internal teams. The role blends structured ticketing with analytical tasks, requiring you to spot patterns, analyze data, and provide insights while resolving day-to-day tickets.

The successful candidate will manage tickets end-to-end, perform Excel-based analysis and reporting, deliver onboarding training, and work with developers to diagnose bugs.

Qualifications

• Previous experience in a service desk or IT support environment with ticketing, triage, and SLAs.
• Advanced MS Excel skills including XLOOKUP, pivot tables and data validation.
• Strong analytical and problem-solving ability across high-volume, repetitive work.
• Exceptional organisation and attention to detail.
• Clear, professional, friendly communication.
• NZ residency is required.

Responsibilities

• Triaging and troubleshooting customer service tickets, following up proactively, and driving each case to closure.
• Identifying root causes and patterns from recurring issues and data trends.
• Managing user accounts and data-related tasks (uploads, exports, configuration) with accuracy.
• Delivering onboarding training to new clients and helping them use the platform confidently.
• Collaborating with developers to diagnose and resolve bugs.
• Keeping the knowledge base and internal processes current and easy to follow.

Skills

Previous Service Desk experience

Advanced MS Excel

Strong analytical skills

Excellent organisation

Great communication

NZ Residency

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.

Organised. Analytical. A natural problem-solver with Service Desk chops. If that's you, keep reading.

At BraveGen, we're on a mission to make a difference for future generations — accelerating our customers' progress to net zero through our unique sustainability suite combining carbon management and building optimisation. We work with organisations across New Zealand and Australia, and our small, driven team operates at speed to deliver real results.

We're looking for an experienced Service Desk Analyst to join our team as the first point of contact for our customers and internal teams. This role blends structured, repetitive service desk work with genuine problem-solving and analytical tasks — you'll be expected to spot patterns, dig into data, and bring insight on top of resolving day-to-day tickets.

Organised. Analytical. A natural problem-solver with Service Desk chops. If that's you, keep reading.

At BraveGen, we're on a mission to make a difference for future generations — accelerating our customers' progress to net zero through our unique sustainability suite combining carbon management and building optimisation. We work with organisations across New Zealand and Australia, and our small, driven team operates at speed to deliver real results.

We're looking for an experienced Service Desk Analyst to join our team as the first point of contact for our customers and internal teams. This role blends structured, repetitive service desk work with genuine problem-solving and analytical tasks — you'll be expected to spot patterns, dig into data, and bring insight on top of resolving day-to-day tickets.

What you'll be doing

• Triaging and troubleshooting customer service tickets, following up proactively, and driving every case through to closure, not just logging and passing on
• Digging into recurring issues and data trends to identify root causes and improvement opportunities
• Managing user accounts and data-related tasks (uploads, exports, configuration) with accuracy and care, including Excel-based analysis and reporting
• Delivering onboarding training to new clients and helping them get confident with our platform
• Collaborating with our developers to diagnose and resolve bugs
• Keeping our knowledge base and internal processes clear, current, and easy to follow

What we're looking for

• Previous Service Desk experience — you've worked in a service desk or IT support environment before and know your way around ticketing, triage, and SLAs
• Advanced MS Excel skills — a must-have for this role. Think XLOOKUP, pivot tables, and data validation; you'll be using these daily for real analysis and reporting, not just basic spreadsheets
• Strong analytical and problem-solving ability — comfortable working through complex issues and spotting patterns across a high volume of repetitive work
• Exceptional organisation and attention to detail — this is non-negotiable for us
• Comfortable working within defined processes, while knowing when to flag improvementsGreat communication skills — clear, professional, and friendly
• NZ Residency required

Hours & flexibility

This is a hybrid role. You'll work standard business hours, Monday to Friday, with the flexibility to work from home when that helps you do your best work.

Why BraveGen?

You’ll be part of a small, collaborative team doing genuinely meaningful work, helping some of Australasia's leading property owners and businesses hit their sustainability targets. If you're ready to bring your analytical mindset and problem-solving skills to a team that's making a real impact, we'd love to hear from you.