Support Centre Analyst

Yorb; Manawatū-Whanganui; On-site; NZD 60,000 - 85,000; Full time

Job summary

Yorb is seeking a proactive, customer-focused Support Centre Analyst to join our Support Centre team in New Zealand. You will be the first point of contact for clients, helping to resolve issues and ensure technology supports their business outcomes.

You will troubleshoot Level 1 IT problems, communicate clearly, log and progress tickets, and collaborate with the wider team to deliver exceptional client outcomes. A willingness to learn and pursue relevant certifications is encouraged.

Qualifications

• Experience in a service desk or IT support role.
• Strong communication skills; explain technical concepts in plain language.
• Customer-first mindset with a genuine desire to help.
• Ability to juggle multiple requests and stay organized.
• Willingness to learn and pursue relevant certifications.

Responsibilities

• Be the first point of contact for client support requests via phone, email, and ticketing systems.
• Troubleshoot Level 1 IT issues and escalate where required.
• Provide clear, friendly, and professional communication to clients.
• Ensure tickets are logged, updated, and progressed in line with service expectations.
• Work collaboratively with the wider support and technical teams to deliver great outcomes.
• Identify recurring issues and contribute ideas for improving processes and client experience.
• Maintain accurate documentation and knowledgebase content.

Skills

Customer service

IT support

Communication

Troubleshooting

Documentation

Knowledge base

Problem solving

Multitasking

Certifications

Learning mindset

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

At Yorb, we help organisations unlock their potential through technology - but technology isn’t the destination. Delivering meaningful business outcomes is.

We are looking for a proactive, customer-focused Support Centre Analyst to join our Support Centre team. This role is at the heart of our client experience - you will be the first point of contact for clients, helping to resolve issues, provide guidance, and ensure technology works smoothly to support their businesses.

You will work closely with clients and internal teams to troubleshoot issues, provide clear communication, and deliver timely, high-quality support. If you enjoy problem-solving, helping people, and learning in a fast-paced environment, this role could be a great fit.

The Opportunity

As a Support Centre Analyst, you will play a key role in delivering responsive, friendly, and reliable support for our clients. You will help ensure support requests are understood, communicated clearly, progressed in line with expectations, and resolved or escalated appropriately.

You will

• Be the first point of contact for client support requests via phone, email, and ticketing systems
• Troubleshoot and resolve a range of Level 1 IT issues, escalating where required
• Provide clear, friendly, and professional communication to clients
• Ensure tickets are logged, updated, and progressed in line with service expectations
• Work collaboratively with the wider support and technical teams to deliver great outcomes
• Identify recurring issues and contribute ideas for improving processes and client experience
• Maintain accurate documentation and knowledgebase content

What Success Looks Like

Success in this role is measured by the confidence clients have in Yorb's support experience. Clients feel heard, informed, and supported because communication is clear, responsive, and easy to understand.

Support requests are managed accurately, progressed consistently, and resolved or escalated with the right urgency and context. You contribute to a culture of continuous improvement by identifying recurring issues, sharing knowledge, and strengthening processes, helping the Support Centre operate as a collaborative, high-performing team focused on delivering exceptional client outcomes.

About You

You are naturally helpful, calm under pressure, and motivated by delivering great service. You enjoy solving problems, take pride in your communication, and care about creating positive experiences for clients. You are curious, keen to learn, and comfortable working in a busy support environment where priorities can shift quickly.

You bring

• Previous experience in a service desk, IT support, or customer service role, with customer service experience is advantageous
• Strong communication skills and the ability to explain technical concepts in plain language
• A customer-first mindset with a genuine desire to help
• The ability to juggle multiple requests and stay organised
• Solid troubleshooting and problem-solving skills
• A willingness to learn, grow, and work towards relevant certifications

Why Yorb?

We’re a values-led, relationship-driven business focused on sustainable success — for our clients, our people, and our communities.

Our values guide how we work, support each other, and deliver for our clients:

Have Courage Every Day - be bold and be your best self

We is Bigger than Me - collaboration is our superpower

Do We Care? Absolutely! - we care about our clients, our team, and our impact

That’s Awesome - passion drives excellence

You will be supported to grow, learn, and develop your skills while being part of a team that genuinely cares.