Service Desk Analyst

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey. Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow: connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand. As a Service Desk Analyst you'll be the friendly, first point of contact for all things IT — providing first level support to Mercury staff via phone, Slack, email, and our digital service portal. From troubleshooting hardware and software issues to managing user onboarding, resolving tickets, and delivering excellent customer experiences, you'll play a key role in keeping our technology humming. This is a hands-on, on‑site role at our Newmarket corporate office, where you'll also provide walk‑up support for our people. Tāu e mahi ai | What you'll be doing: Provide first-line technical support across hardware, software, systems and applications. Manage Service Desk tickets using Jira Service Management and ensure timely resolution along with a great experience for staff. Troubleshoot and elevate Incidents efficiently to technical teams when required. Set up new users, deploy hardware/software, and maintain asset records. Contribute to the Knowledge Base and continuously improve support processes. Experience in a Service Desk or IT Support environment or technical skills along with customer service experience. Strong knowledge of Microsoft technologies (Windows OS, Active Directory, Exchange, Group Policy). Excellent communication and people skills — approachable, clear, and helpful. An understanding of Service Management principals or ITIL Proven problem‑solving ability with attention to detail. A proactive, curious attitude with a desire and aptitude to learn and grow. Nice to have: Computer Engineering qualification, ITIL Foundation knowledge, or Microsoft Certified Professional. Additional 5 days leave per annum (MyDays) $400 one off tax‑free payment towards setting up your home office A diverse workplace where your unique abilities and talents will be recognised and encouraged Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi‑utility providers Discounted health insurance and free life and income insurance Excellent well‑being programme including up to $100 annual check ups and confidential assistance programme Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued. Every voice has its place – and together, we thrive. At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you aren't sure if you meet all of the criteria. If you require accessibility or assistance support from us during the application and selection process, please reach out to **********@mercury.co.nz. Please do not apply via this email address. Applications close Tuesday 1st September at 5:00pm. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly. #J-18808-Ljbffr