Service Desk Analyst

Datacom; Wellington; On-site; NZD 48,000 - 62,000; Full time

Benefits offered by this job

Paid parental leave

Employee Assistance Program

Learning & certifications

Career development opportunities

Job summary

Datacom Wellington is seeking a Service Desk Analyst for an after-hours, 24/7 desk. You’ll be the first point of contact, resolving incidents and service requests while following ITIL practices.

This entry-to-mid level role offers opportunities to grow skills across Cyber Security, Cloud, Network, and Database engineering. We value self-starters and team players who focus on customers, enjoy problem solving, and are eager to learn in a collaborative environment.

Qualifications

• IT knowledge or qualification
• Willingness to learn and grow in IT service delivery
• Strong communication and customer service mindset

Responsibilities

• Be the first point of contact for clients via phone, email, and alerts
• Respond to and triage incidents using ITIL processes
• Troubleshoot and resolve incidents and service requests
• Escalate complex issues as appropriate

Skills

Self-starter

Team player

Customer-centric

Problem solving

Education

IT qualification

Job description

Description

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world.

As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About The Role

Our Service Desk Analyst’s are the first point of contact for our clients. No two days will be the same as you’ll be proactively problem solving any customer issues that come your way or escalating them as appropriate. This position is an after hours position.

As part of the Managed Services team, you’ll provide high quality, efficient support to our clients and their customers through responding to telephone calls, emails and alert monitoring. Following ITIL processes, you’ll identify, troubleshoot and resolve incidents and service requests.

At Datacom we’re committed to developing, retaining, and promoting diverse talent. We want to help you grow your current skills and give you the opportunity to learn and develop brand new ones.

Have a qualification in IT and looking for your entry to the industry? We promise to provide you with a supportive environment while learning the key foundations in our Service Desk team and all we need from you is passion and enthusiasm!

Your career at Datacom, just like technology, has endless possibilities. Looking to get into Cyber Security, Cloud, Network or Database engineering? Our Service Desk Analyst roles are the first step in unlocking your IT career!

What You’ll Bring

Someone who wants to be part of a team that is striving to achieve the best possible outcome for all our customers, and develop skills and knowledge that form the foundation of a career in IT.

• Self-starters who are motivated to kick-start their careers in technology
• Team players who have excellent interpersonal skills (you’ll be working with people just as much as computers)
• Customer-centric superstars — we pride ourselves on delivering our best work to our customers
• Awesome problem-solvers who have fresh ideas and are willing to give anything a go.

Due to client clearance requirements full New Zealand working rights are required.

Our Service Desk runs 24/7. You will be required to be flexible to work weekends and public holidays. Our day shifts can be between Monday and Sunday 6am - midnight.

Culture and benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognition programmes that celebrate great work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact