Service Desk Analyst

Mercury NZ; Auckland; On-site; NZD 70,000 - 85,000; Full time

Benefits offered by this job

5 days annual leave (MyDays)

$400 tax-free home office setup

Discounted health insurance

Life and income insurance

Job summary

Mercury NZ is seeking a Service Desk Analyst to be the friendly first point of contact for IT support, handling tickets via Jira Service Management and delivering excellent customer experiences. This hands-on, on-site role is based at our Newmarket corporate office in Auckland, with walk-up support for staff.

You will troubleshoot hardware and software issues, onboard new users, maintain asset records, and contribute to knowledge base improvements.

Qualifications

• Experience in a Service Desk or IT Support environment or technical skills along with customer service experience.
• Strong knowledge of Microsoft technologies (Windows OS, Active Directory, Exchange, Group Policy).
• Excellent communication and people skills — approachable, clear, and helpful.

Responsibilities

• Provide first-line technical support across hardware, software, systems and applications.
• Manage Service Desk tickets using Jira Service Management and ensure timely resolution along with a great experience for staff.
• Troubleshoot and escalated Incidents efficiently to technical teams when required.
• Set up new users, deploy hardware/software, and maintain asset records.
• Contribute to the Knowledge Base and continuously improve support processes.

Job description

He whakahaere aronga-anamata a Mercury, e tuku ana i te pūngao me ngā whitimamao ki te mahi a tangata o Aotearoa, ā, he nui ake i tā ētahi atu. Waihoki, e para ana i te huarahi mā te pūngao whakahou me te whai i tētahi anamata toitū. Kei te iho ko tō mātou koronga. Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. He āki tēnei i a tātou ki te whakapau kaha kia hua ake ai he anamata pai ake mō ō tātou tāngata, mō ō tātou hapori, me Aotearoa.

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow: connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Tā mātou arawātea | Our Opportunity:

As a Service Desk Analyst you'll be the friendly, first point of contact for all things IT — providing first level support to Mercury staff via phone, Slack, email, and our digital service portal. From troubleshooting hardware and software issues to managing user onboarding, resolving tickets, and delivering excellent customer experiences, you'll play a key role in keeping our technology humming.

This is a hands-on, on-site role at our Newmarket corporate office, where you'll also provide walk-up support for our people.

Tāu e mahi ai | What you'll be doing:

• Provide first-line technical support across hardware, software, systems and applications.
• Manage Service Desk tickets using Jira Service Management and ensure timely resolution along with a great experience for staff.
• Troubleshoot and escalated Incidents efficiently to technical teams when required.
• Set up new users, deploy hardware/software, and maintain asset records.
• Contribute to the Knowledge Base and continuously improve support processes.

Tāu ka kawe mai | What you'll bring:

• Experience in a Service Desk or IT Support environment or technical skills along with customer service experience.
• Strong knowledge of Microsoft technologies (Windows OS, Active Directory, Exchange, Group Policy).
• Excellent communication and people skills — approachable, clear, and helpful.
• An understanding of Service Management principals or ITIL
• Proven problem-solving ability with attention to detail.
• A proactive, curious attitude with a desire and aptitude to learn and grow.

Nice to have:

Computer Engineering qualification, ITIL Foundation knowledge, or Microsoft Certified Professional.

He aha te pai o te hono mai? | Why join us?

• Additional 5 days leave per annum (MyDays)
• $400 one off tax-free payment towards setting up your home office
• A diverse workplace where your unique abilities and talents will be recognised and encouraged
• Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
• The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi-utility providers
• Discounted health insurance and free life and income insurance
• Excellent well-being programme including up to $100 annual check ups and confidential assistance programme
• Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

E koekoe te tūī, e ketekete te kākā, e kūkū te kererū

Every voice has its place – and together, we thrive.

A full position description is available below. Applications close Tuesday 1st September at 5:00pm. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.