Service Desk Analyst – 1st/2nd Line IT Support

Auckland Council; New Zealand; On-site; NZD 55,000 - 75,000; Full time

Job summary

Auckland Council is seeking a Service Desk Analyst to join the ICT team in a full-time capacity. You will provide first- and second-line support for ICT systems, accounts, and SaaS apps, both remotely and in person, focusing on prompt, effective resolutions.

Ideal candidates have 2–3 years in a similar role, with strong AD/Exchange/Office 365 administration and ITIL foundations. The council offers a dynamic environment with varied tech exposure and learning opportunities.

Qualifications

• 2–3 years’ experience in a similar service desk role.
• Strong administration experience of MS Active Directory users, groups and policies; experience with Exchange and Office 365.

Responsibilities

• Provide first and second level support remotely and in person.
• Receive and accurately capture requests for support or services.
• Analyse requests and resolve at first point of contact where possible.
• Help meet service level agreements for customer inquiries and incidents.

Skills

First/Second line support

Customer service

MS Active Directory

Exchange

Office 365

SaaS applications

Interpersonal skills

Resilience

Education

ITIL Foundation V3

CS/IT Certification

Tools

Exchange

Office 365

Job description

Auckland Council is seeking a Service Desk Analyst to join the ICT team in a full-time capacity. You will provide first- and second-line support for ICT systems, accounts, and SaaS apps, both remotely and in person, focusing on prompt, effective resolutions.

Ideal candidates have 2–3 years in a similar role, with strong AD/Exchange/Office 365 administration and ITIL foundations. The council offers a dynamic environment with varied tech exposure and learning opportunities.