Technical Support Analyst

Health New Zealand | Te Whatu Ora; New Zealand; Remote; NZD 50,000 - 85,000; Full time

Job summary

Health New Zealand | Te Whatu Ora is seeking a Technical Support Analyst to provide frontline IT support across key business applications and systems. You will troubleshoot incidents, perform routine maintenance, and contribute to knowledge sharing and service improvements within the Digital Services team.

You’ll work with product, development, and delivery teams to resolve issues, support national digital initiatives, and ensure secure, reliable services for kaimahi across New Zealand.

Qualifications

• 3–5 years' experience in a technical IT support role
• Experience supporting hardware, software, and operating systems
• Experience using service management systems such as ServiceNow or Jira Service Management
• A relevant tertiary qualification and/or IT certification (e.g. CompTIA A+)

Responsibilities

• Provide first-line technical support, logging, classifying, and resolving incidents and service requests
• Troubleshoot application and system issues to ensure reliable performance
• Perform routine system maintenance and contribute to continuous improvement initiatives
• Deliver high-quality user support across a range of applications and platforms
• Work with product, development and delivery teams to resolve complex issues
• Contribute to documentation, knowledge sharing, and process improvements
• Follow information security, health and safety, and compliance requirements
• Support national digital initiatives and service improvement programmes

Skills

Troubleshooting

ServiceNow/Jira

Customer service

IT certifications

Healthcare IT

Education

IT qualification or cert

Tools

ServiceNow

Jira Service Management

Job description

Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to more than five million New Zealanders.

We provide essential hospital, specialist, and community health services across 80+ locations – from large urban centres to rural towns and remote communities.

Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible, and innovative care.

About the Role

As a Technical Support Analyst, you will provide frontline technical support, troubleshooting, and maintenance for key business applications and systems within our Digital Services team. Working closely with the Digital Applications & Products teams, Team Leads, and end users, you'll play a vital role in ensuring timely issue resolution, system stability, and high-quality user support.

This role offers a great opportunity to build your technical capability while contributing to knowledge sharing, documentation, and continuous improvement initiatives that enhance service delivery across Health NZ.

In this role, you will:

• Provide first-line technical support, logging, classifying, and resolving incidents and service requests
• Troubleshoot application and system issues to ensure reliable performance
• Perform routine system maintenance and contribute to continuous improvement initiatives
• Deliver high-quality user support and guidance across a range of applications and platforms
• Work closely with product, development, and delivery teams to resolve complex issues
• Contribute to documentation, knowledge sharing, and process improvements
• Follow information security, health and safety, and compliance requirements
• Support national digital initiatives and service improvement programmes

From time to time, you may be required to work outside normal hours, participate in on-call rosters, or support major incidents and project go-lives.

About the Team / Service / Location

The Digital Applications & Products group sits within Digital Services and plays a critical role in ensuring Health NZ's systems remain stable, secure, and effective.

Our teams support clinicians, hospitals, and operational services nationwide, helping ensure kaimahi remain connected and supported through reliable digital solutions. You'll join a collaborative, supportive environment that values learning, teamwork, and continuous improvement.

About You

You're a proactive and customer-focused technical support professional who enjoys solving problems and helping others. You thrive in a fast-paced environment, communicate clearly, and take pride in delivering high-quality service.

You will bring:

• 3–5 years' experience in a technical support or IT support role
• Strong troubleshooting and analytical problem-solving skills
• Experience supporting a range of hardware, software, and operating systems
• Experience using service management systems such as ServiceNow or Jira Service Management
• Strong communication and interpersonal skills
• A customer-first mindset and a commitment to service excellence
• A relevant tertiary qualification and/or IT certification (e.g. CompTIA A+)
• Experience working in the health sector (desirable)
• A demonstrated understanding of Te Tiriti o Waitangi and a commitment to equitable health outcomes

Working for Health New Zealand

Health New Zealand | Te Whatu Ora is committed to delivering excellent healthcare for all New Zealanders. We embrace diversity and inclusion so that our workforce reflects the communities we serve. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.

If you have any questions about the role, please contact Ash Mohan at [e-mail]

Job details

Job Reference:

Job Reference: HNZ/1956392

Location:

New Zealand - All Locations - Work from where you are

Job type:

Job type: Permanent Full time

Expertise:

Non-clinical - Information Technology - Information Technology