Service Desk Analyst

Te Whatu Ora - Health New Zealand; Wellington; On-site; NZD 55,000 - 75,000; Full time

Job summary

Health New Zealand | Te Whatu Ora is seeking a Service Desk Analyst to be the first point of contact for technical support, assisting users with Level 1 issues and service requests, remotely or via escalation. You willlog tickets, manage requests, and work closely with Senior Analysts and Team Lead to keep digital operations running smoothly.

The role focuses on delivering excellent customer experiences, maintaining IT services, and contributing to a proactive service desk environment within

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.
• Previous experience in an IT Service or Support Desk environment is preferred but not required.
• Willingness to learn and grow technical skills; certifications are an advantage but not essential.

Responsibilities

• Provide responsive and effective technical support to Health NZ kaimahi.
• Resolve Level 1 technical issues and service requests, remotely or by escalation to the right teams.
• Log, track, and manage tickets to ensure timely resolution.
• Collaborate with Senior Analysts and Team Lead to maintain smooth digital operations and deliver outstanding customer support.

Skills

Customer service

Communication

Problem solving

Ticketing

Organizational skills

Job description

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.

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.

Location:

North Island - Wellington - Wellington Central

Job type:

Job type: Permanent Full time

Expertise:

Non-clinical - Information Technology - Information Technology