Service Desk Analyst - Fixed Term

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Training and development opportunities

Life and income protection insurance

Generous parental leave

Discounts galore

Job summary

Watercare is seeking a Service Desk Analyst to provide responsive, friendly, and practical support across digital services. You will log and manage service requests, resolve issues where possible, and ensure cases are assigned and escalated appropriately.

You’ll support user access, mobile devices, onboarding and offboarding, while maintaining accurate service and asset information. Previous service desk experience and strong communication are essential.

Qualifications

• Experience in a technical support or service desk role.
• Excellent customer service and communication skills.
• Ability to explain technical information to non-technical people.
• Strong organisation skills and ability to manage deadlines.
• Strong understanding of digital technologies and modern workplace practices.
• Collaborative and solutions-focused approach.

Responsibilities

• Provide first-level technical support through email, phone, web portal and in-person channels.
• Log and manage cases through the Service Management system.
• Administer user access across digital systems, applications and security.
• Coordinate mobile phones and smart devices.
• Maintain device security profiles, asset information and telephony reports.
• Assist with employee onboarding and offboarding, including systems access and hardware.
• Communicate outage notifications clearly and promptly.
• Work with digital suppliers to resolve issues.
• Provide helpful advice and guidance to people across Watercare.
• Support compliance with digital policies, security requirements and internal procedures.

Skills

Technical support

Customer service

Clear communication

Problem solving

Team collaboration

Education

Diploma in IT or equivalent

Tools

Microsoft 365 admin

Azure Active Directory

Active Directory

ServiceNow ITSM

Intune

ITIL Foundation

Job description

He kōrero mō mātou | About Watercare

Ki te ora te wai, ka ora te whenua, ka ora te tangata

When the water is healthy, the land and the people are healthy

Now is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $3.8 million every day!

He whakamārama mō te tūranga mahi | About the role

This is a fixed-term position through to October 2027, providing cover for an employee on secondment.

In this role, you'll provide responsive, friendly and practical support across a range of digital services. You'll be responsible for logging and managing service requests, resolving issues where possible and ensuring cases are assigned and escalated appropriately.

You'll also support user access, mobile devices, onboarding and offboarding, while maintaining accurate service and asset information.

• Providing first-level technical support through email, phone, web portal and face-to-face channels
• Logging and managing cases through the Service Management system
• Administering user access across digital systems, applications and security
• Coordinating mobile phones and smart devices
• Maintaining device security profiles, asset information and telephony reports
• Supporting employee onboarding and offboarding, including systems access and hardware
• Communicating outage notifications clearly and promptly
• Working with digital suppliers to resolve issues
• Providing helpful advice and guidance to people across Watercare
• Supporting compliance with digital policies, security requirements and internal procedures

Ngā pūkenga e rapu nei mātou | About you

You'll be someone who enjoys helping people and can explain technical information in a clear and approachable way. You'll be comfortable managing multiple priorities and working collaboratively to find practical solutions.

• Previous experience in a technical support or service desk role
• Exceptional customer service and communication skills
• The ability to explain technical information to non-technical people
• Strong organisation skills and the ability to manage competing deadlines
• A good understanding of digital technologies and modern workplace practices
• A collaborative and solutions-focused approach

• Previous experience in a technical support or service desk role
• Exceptional customer service and communication skills
• The ability to explain technical information to non-technical people
• Strong organisation skills and the ability to manage competing deadlines
• A good understanding of digital technologies and modern workplace practices
• A collaborative and solutions-focused approach
• A dynamic team player who is always ready to adapt and support colleagues

Experience with the following would be an advantage:

• Microsoft 365 user administration and support
• Azure Active Directory and Active Directory
• ServiceNow ITSM
• Intune Device Management
• ITIL practices or an ITIL Foundation certification
• A degree in Computer Science or an equivalent qualification

Ngā hua mōu | What's in it for you

We offer a competitive salary and staff benefits package including:

• Training and development opportunities
• Life and income protection insurance plans
• Generous parental leave
• Employee discounts at a range of large retailers

Unlock job insights

Hirer responsiveness Salary match Number of applicants

We're big enough to get things done and small enough that you make a difference!

Watercare is New Zealand's largest water and wastewater utility, delivering more than 400 million litres of water to Auckland every day. We're delivering a $15.2 billion, 10-year capital investment programme, the largest in our history, to support Auckland's growth, strengthen climate resilience and provide safe, sustainable water services for future generations. Join us and be part of transformative infrastructure, digital and environmental projects that make a lasting impact on Auckland and the communities we serve.

We're big enough to get things done and small enough that you make a difference!

Watercare is New Zealand's largest water and wastewater utility, delivering more than 400 million litres of water to Auckland every day. We're delivering a $15.2 billion, 10-year capital investment programme, the largest in our history, to support Auckland's growth, strengthen climate resilience and provide safe, sustainable water services for future generations. Join us and be part of transformative infrastructure, digital and environmental projects that make a lasting impact on Auckland and the communities we serve.

Perks and benefits

• Yearly performance-based remuneration reviews
• Life and income protection insurance
• Health and wellbeing support
• Discounts galore!
• Learning and development programmes
• Flexible working
• Option to purchase additional leave
• Additional parental leave and partner entitlements

What can I earn as a Service Desk Analyst