Service Desk Analyst

Find Recruitment; Wellington; On-site; NZD 52,000 - 68,000; Full time

Job summary

Find Recruitment in Wellington seeks an experienced Service Desk Analyst to join a busy IT support team within a large government organisation. This is a 6-month fixed-term contract based in Wellington with potential extension, supporting users across New Zealand and via an international network, including on-call hours.

You will provide Level 1–2 support, manage incidents in ServiceNow, troubleshoot hardware and software, offer remote and face-to-face assistance, and escalate complex issues to

Qualifications

• Experience in a Service Desk, Helpdesk, Desktop Support or IT Support role.
• Experience using an ITSM/ticketing platform, ideally ServiceNow.
• Strong troubleshooting and problem-solving skills.
• Experience supporting users in a corporate Microsoft environment.
• Strong communication and customer service skills.
• Ability to work independently and prioritise incidents.
• Flexibility to work evening and overnight shifts.

Responsibilities

• Provide Level 1 and Level 2 technical support to internal users.
• Manage incidents and service requests through ServiceNow.
• Troubleshoot hardware, software, access and connectivity issues.
• Provide remote and face-to-face walk-up support.
• Support users across a large, geographically dispersed organisation.
• Escalate more complex issues to Tier 3 and Tier 4 teams.
• Keep tickets, users and stakeholders updated throughout the support process.
• Participate in evening, overnight and occasional weekend on-call coverage.

Skills

Service Desk experience

Troubleshooting

Communication skills

Independence & prioritisation

Evening/on-call flexibility

Tools

ServiceNow

Microsoft 365

Active Directory/Entra ID

Intune

VPNs

Job description

Find Recruitment - Wellington, North Island

Service Desk Analyst - 6-Month Fixed-Term Contract

About the Role

We are looking for an experienced Service Desk Analyst to join a busy internal IT support team within a large government organisation.

This is an initial 6-month contract with a likelihood of extension, based in Wellington.

You will be part of a team supporting users across New Zealand and an extensive international network. The Service Desk operates 24/7, so this position will involve potential on-call hours.

What You'll Be Doing

• Providing Level 1 and Level 2 technical support to internal users
• Managing incidents and service requests through ServiceNow
• Troubleshooting hardware, software, access and connectivity issues
• Providing both remote and face-to-face walk-up support
• Supporting users across a large, geographically dispersed organisation
• Escalating more complex issues to specialist Tier 3 and Tier 4 teams
• Keeping tickets, users and stakeholders updated throughout the support process
• Participating in evening, overnight and occasional weekend on-call coverage

What We're Looking For

• Previous experience in a Service Desk, Helpdesk, Desktop Support or IT Support role
• Experience using an ITSM/ticketing platform, ideally ServiceNow
• Strong troubleshooting and problem-solving skills
• Experience supporting users in a corporate Microsoft environment
• Strong communication and customer service skills
• Confidence supporting users both remotely and face-to-face
• The ability to work independently and prioritise incidents appropriately
• Flexibility to work evening and overnight shifts

Experience with technologies such as Microsoft 365, Active Directory/Entra ID, Intune, VPNs and enterprise end-user support tools would be advantageous.

Contract Details

• Initial 6-month contract
• Strong likelihood of extension
• Wellington-based
• Some weekend on-call coverage, with an additional on-call payment
• Candidates will need to meet the relevant government security clearance requirements

If you are an experienced Service Desk Analyst looking for a role with broad exposure across a large and complex environment, we would be keen to hear from you.