Service Desk Analyst

Service Desk Analyst Location: Auckland/ Wellington/ Christchurch Contract: 12+ Months and Extendable Total Experience: 3-5 years Relevant Experience: 3-5 years Mandatory Skills Service Desk experience handling voice calls, Basic Networking, O365, Windows support Key Responsibilities Provide technical support to customer employees, partners, and vendors across supported business services. Operate at Level 1.5 / Level 2 support capability, managing incidents and service requests in accordance with defined support processes and service levels. Deliver support across multiple channels, including phone, email, chat, and alerts. Diagnose and resolve issues independently, and engage in technical discussions with enterprise customers, stakeholders, and resolver groups where required. Work collaboratively with internal stakeholders, specialist teams, and external vendors for resolution of complex or high-impact issues. Maintain a strong focus on in-team resolution and service ownership, with the objective of resolving the majority of customer interactions without unnecessary escalation. Perform time-sensitive operational activities, including BCP activations and retail store support, where applicable. Support a broad portfolio of Corporate, Enterprise, and Government services, across varied customer environments, platforms, and business support processes. Collaborate with Major Incident Managers (MIMs) during Priority 1 and Priority 2 incidents to support service restoration activities. Create, maintain, and improve Standard Operating Procedures (SOPs) and contribute to knowledge transfer, mentoring, and onboarding of team members. Support continuous improvement initiatives, including opportunities related to automation, operational efficiency, and AI-led productivity enhancements. Ensure adherence to SLA commitments, quality standards, operational controls, and a strong customer-first service approach. Technical and Domain Requirements The role requires work knowledge and troubleshooting experience across the following technical and operational areas: Networking and Infrastructure Fundamentals – TCP/IP, DNS, DHCP, VLANs, VPN technology, etc. Telecommunications and Enterprise Services – WAN, SD‑WAN, Fiber services, 4G/5G connectivity. Firewalls and network security services. Mobile, Voice, and Collaboration Services – IoT, Cloud Phone, Mobile Extension. Cloud telephony services such as Cloud Phone and Voice Connect. Collaboration tools such as Webex and MS Teams. Contact centre platforms such as Genesys Cloud. Platforms, Devices, and Connectivity. Hands‑on knowledge of SD‑WAN platforms. Exposure to Fortinet, Meraki, and Cisco devices. Understanding of enterprise internet services, fiber and copper connectivity, and wireless access technologies. Mandatory experience with ServiceNow or equivalent ITSM tool. Exposure to monitoring and alerting platforms. Experience with remote support technologies such as Citrix and Microsoft support tools. Familiarity with telephony, email, and chat‑based support platforms. Strong understanding of Incident Management, Request Fulfilment, ticket triage and escalation handling, and SLA management. Skills and Experience Essential Strong troubleshooting capability across IT and telecommunications domains. Good knowledge of networking fundamentals, enterprise connectivity, and telecom products/services. Experience with ServiceNow or similar ITSM tools. Good understanding of Incident Management, Request Management, ticket triage, escalation handling, and SLA management. Strong communication, customer handling, and documentation skills. Preferred 3 to 6 years of experience in a Service Desk, Business Service Desk, Technical Support, or NOC support role. Experience working at Level 1.5/2 support capability. Exposure to enterprise customer support and vendor coordination. Certifications in Networking, Microsoft, or ITIL are advantageous. Additional Information Hybrid work environment. 8x7 shift‑based support model, including weekend and public holiday support as required by operational demand. #J-18808-Ljbffr