Senior Service Desk Engineer

Freightways Information Services Ltd (FIS) is the shared technology services provider for the Freightways Group, delivering IT infrastructure, applications, cybersecurity, and advisory services to businesses across New Zealand. We partner closely with our operating companies to provide reliable, secure, and innovative technology solutions that enable business success. We have an exciting opportunity for an experienced Senior Service Desk Engineer to join our Service Desk team based in Penrose. This is a full-time, permanent position where you'll play a key role in delivering exceptional IT support while helping drive continuous improvement across our support services. As a senior member of the team, you'll provide technical leadership, mentor colleagues, act as a key escalation point, and work collaboratively with technology teams across the business to ensure our users receive outstanding service and support. What You’ll Be Doing As our Senior Service Desk Engineer, your responsibilities will include: Delivering responsive, customer‑focused IT support across phone, remote, and onsite channels. Acting as a senior technical escalation point for complex incidents and service requests. Mentoring and supporting team members, sharing knowledge and promoting best practice. Collaborating with Infrastructure, Applications, Security, and Project teams to deliver reliable technology solutions. Contributing to major incident response, problem management, and continual service improvement initiatives. Identifying opportunities to improve systems, processes, documentation, and the overall customer experience. Managing and prioritising support requests to meet service levels and deliver excellent customer outcomes. About You You are an experienced IT professional who enjoys solving problems, supporting people, and continuously improving the way technology services are delivered. You’ll bring: 4+ years' experience in an IT Service Desk, Desktop Support, or similar role within a medium to large enterprise environment. Previous experience acting as a senior or escalation point within a Service Desk environment. A genuine passion for technology and delivering exceptional customer service. Strong troubleshooting, analytical, and problem-solving skills. Excellent written and verbal communication skills, with the ability to engage effectively with both technical and non-technical users. A collaborative approach and positive attitude, with a willingness to share knowledge and support others. Experience mentoring, coaching, or developing team members. Excellent organisational skills with the ability to manage competing priorities in a fast-paced environment. Experience with Incident, Problem, and Request Management processes. Experience using ITSM platforms such as ServiceNow, Jira, ManageEngine, or similar. Technical Experience Hands-on experience supporting: Windows 11 Active Directory Microsoft 365 Microsoft Modern Workplace technologies Endpoint Management, software packaging, and software deployments Microsoft Teams Rooms and meeting room technologies ITSM platforms and ITIL service management practices Tertiary IT qualifications and/or relevant industry certifications (such as ITIL, Microsoft, or Azure certifications) are highly regarded. Why Join Freightways Information Services? At FIS, you'll become part of a collaborative and highly capable technology team that supports one of New Zealand's leading logistics and transport groups. We believe our people are our greatest asset and are committed to creating an environment where you can grow your career while making a real impact. We offer: A supportive and collaborative team culture. Opportunities to work with modern technologies across a large enterprise environment. Ongoing professional development and access to training and industry certifications. The opportunity to contribute to strategic technology initiatives and continuous improvement projects. A stable, successful organisation that values innovation, teamwork, and customer service. Free onsite parking at our Penrose office. Employee wellbeing initiatives and access to support services. Career development opportunities within the wider Freightways Group. #J-18808-Ljbffr