Service Desk Analyst

FindIT Recruitment; Wellington; On-site; NZD 45,000 - 65,000; Full time

Benefits offered by this job

On-call payment

Job summary

FindIT Recruitment in Wellington is seeking a Service Desk Analyst to join a busy internal IT support team within a large government organisation. The role covers Level 1 and 2 support, incident management in ServiceNow, remote and face-to-face assistance, and on-call hours.

You will support users across New Zealand, operate 24/7, and engage with Tier 3/4 escalation paths. The initial 6-month contract offers extension potential and requires government security clearance.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Service Desk

Helpdesk

Desktop Support

IT Support

Tools

ServiceNow

Microsoft 365

Active Directory

Entra ID

Intune

VPNs

Job description

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FindIT Recruitment – Wellington Central, 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

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 You will ideally have:

• 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-basedSome 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.