Service Desk Support Analyst: Incident & Escalations

CGR Services; Wellington; On-site; NZD 60,000 - 90,000; Full time

Job summary

Health New Zealand | Te Whatu Ora in Wellington is seeking a Customer Support Analyst to deliver high-quality customer service and technical support for internal and external customers, logging issues, prioritising incidents, and resolving them within SLAs.

You'll work across teams to coordinate escalations, manage password resets, user setups, and contribute to improving support processes while keeping a critical national platform running smoothly.

Qualifications

• Experience in telecommunications or IT services environment.
• Proven customer service experience in a technical setting.
• Experience handling incidents and service requests.
• Proficient with Microsoft 365 applications.
• Strong written and verbal communication skills.
• Excellent record-keeping and documentation.

Responsibilities

• Respond to customer inquiries and provide high-quality technical support.
• Manage incidents and service requests, ensuring proper logging and prioritisation.
• Coordinate escalations to specialist teams when needed and keep SLAs in view.

Skills

Customer service

Incident management

Service requests handling

Microsoft 365

Communication skills

Documentation

Prioritisation under SLAs

Team collaboration

ITIL knowledge

Tools

Microsoft 365

Job description

Health New Zealand | Te Whatu Ora in Wellington is seeking a Customer Support Analyst to deliver high-quality customer service and technical support for internal and external customers, logging issues, prioritising incidents, and resolving them within SLAs.

You'll work across teams to coordinate escalations, manage password resets, user setups, and contribute to improving support processes while keeping a critical national platform running smoothly.