Weekend Service Desk Lead - MSP (MS365/Azure)

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 90,000 - 120,000; Full time

Job summary

Intelliworx is seeking a senior service desk professional to run the Auckland leg of our weekend desk. You will own the shift, manage P1/P2 incidents end-to-end, and coordinate with on-call engineering and the London team as duties require.

In this small, autonomous role you will ensure quality handovers, accurate ticketing, and clear client communication, while continuously improving processes and maintaining SLA commitments.

Qualifications

• 3+ years in MSP or multi-client IT support.
• Hands-on administration of Microsoft 365 and Entra ID.
• Experience owning incidents under SLA with client communications during outages.
• Clear, professional written English and autonomous work style.
• Willingness to work weekend shifts.

Responsibilities

• Own the Auckland weekend shift as the sole on-site lead.
• Triage, diagnose, resolve, or escalate P1/P2 incidents end to end.
• Communicate updates with clients and uphold SLA commitments.
• Coordinate handovers with Chicago and London teams.
• Quality-check Analyst work and coach in real time.
• Keep the ticket queue accurate with correct priorities and notes.
• Flag systemic issues to the weekday team for faster fixes.

Skills

MS 365 admin

Entra ID admin

Incident ownership

Written English

Autonomous work

MS-102

AZ-104

MD-102

ITIL Foundation

Job description

Intelliworx is seeking a senior service desk professional to run the Auckland leg of our weekend desk. You will own the shift, manage P1/P2 incidents end-to-end, and coordinate with on-call engineering and the London team as duties require.

In this small, autonomous role you will ensure quality handovers, accurate ticketing, and clear client communication, while continuously improving processes and maintaining SLA commitments.