ICT Service Desk Analyst

At Oceania, our Service Desk is more than an IT helpdesk—it's the team that helps our people get started, stay connected, and keep delivering exceptional care. Every day, more than 2,000 team members across 31 care homes rely on technology to provide the best possible care for our residents. From setting up new starters for success on their very first day to helping a nurse regain access to a critical clinical system, every interaction makes a difference. This role is about more than fixing technical issues. It's about creating positive experiences, building confidence, and making sure our people have the tools and support they need to do their best work. We're looking for an ICT Service Desk Analyst who genuinely enjoys helping others, communicates with warmth and confidence, and takes pride in seeing things through from start to finish. If you're someone who combines strong technical skills with exceptional customer service, we'd love to hear from you. About the Role As our ICT Service Desk Analyst, you'll be the first point of contact for our teams across New Zealand, providing Level 1 support across a wide range of technology and business applications. You’ll troubleshoot technical issues, resolve incidents, support new starters, manage service requests, work across Microsoft 365, and collaborate with our wider ICT team to keep our people connected and productive. This role is about more than solving technical problems. It's about creating positive experiences for every person you support. You'll take ownership of every interaction, communicate with warmth and confidence, explain technical concepts simply, and ensure colleagues feel supported from the moment they log a request through to resolution. About You You’ll be someone who genuinely enjoys helping others and creating a great customer experience. You're a natural communicator who can build rapport with people from all backgrounds, explain technical concepts in plain English, and stay calm under pressure. You take ownership, enjoy solving problems, work well as part of a team, and are always looking to learn and improve. Most importantly, you understand that behind every IT request is a person relying on you to help them get back to what matters. You’ll also bring Experience in a Service Desk, Help Desk or IT Support role, or a relevant IT qualification with strong technical aptitude. Experience supporting Windows devices and Microsoft 365. Confidence troubleshooting common hardware, software and user issues. Exposure to ITSM/ticketing systems (Jira Service Management would be an advantage). Experience with mobile devices, Microsoft Entra ID/Active Directory or Intune would be beneficial but isn't essential. Why join Oceania? At Oceania, we're proud to be one of New Zealand's leading providers of retirement living and aged care. Across more than 30 villages, we support over 4,000 residents by creating communities where people feel at home, connected, and well cared for. Our purpose is simple: to make a difference in every task, every challenge, every day. It's a purpose that's brought to life through the way we work: We're one team – We collaborate across teams and functions because together we're stronger than any individual effort. We're finding better ways – We challenge ourselves to think differently, find creative solutions, and continuously improve. We're committed to care – We put safety and care at the centre of everything we do, creating environments where everyone feels supported. We're proud to deliver – We follow through on our commitments because every task matters, and our residents and families count on us to get it right. When you join Oceania, you'll become part of a supportive team where you'll be encouraged to learn, grow, and make a meaningful contribution every day. In return, we offer competitive pay, ongoing learning and development opportunities, free and confidential wellbeing support, and the chance to build a rewarding career with an organisation that's making a real difference. Oceania does not accept any unsolicited resume referrals from recruitment agencies, or take responsibility for any fees related to unsolicited CVs #J-18808-Ljbffr