Senior Service Desk Analyst

Senior Service Desk Analyst New Zealand Government Wellington, NZ, NZ About the Role Hutt Valley / Wellington Hospital based Permanent, full-time role Health New Zealand | Te Whatu Ora is the country's largest employer, delivering universal public healthcare to more than five million New Zealanders. We provide essential hospital, specialist, and community health services across 80+ locations - from large urban centres to rural towns and remote communities. Our goal is to improve health outcomes for all New Zealanders by delivering equitable, accessible, and innovative care. Responsibilities Resolve and manage IT incidents and service requests both directly and indirectly Use technical expertise and sound judgement to troubleshoot issues and escape where required Deliver effective, timely solutions to support kaimahi productivity Work closely with the Service Desk Team Lead to improve service performance Contribute to continuous improvement initiatives and service enhancements Help maintain a secure, stable, and reliable digital environment Support and mentor Service Desk Analysts through coaching, guidance, and knowledge sharing Help develop and maintain business processes and knowledge base articles pertinent to the Service Desk environment Contribute to national ways of working as Health NZ continues its digital transformation This role supports critical operations and from time to time, you may also be required to work outside standard business hours to support incidents, project go-lives, or other operational requirements. This will be via mutual agreement with the Team Lead. About the Team / Service / Location Our Digital Operations team sits at the heart of Health NZ's digital ecosystem - supporting the systems that clinicians, hospitals, and health services across Aotearoa rely on every day. We ensure critical platforms remain connected, secure, and resilient, while also driving continuous improvement and innovation. By working nationally and collaboratively, we are building strong digital foundations that support better health outcomes for communities across New Zealand. Joining our team means contributing to meaningful, large-scale digital change that supports both frontline care and the wider health system. About You You are an experienced IT support professional who thrives in a fast-paced service environment and enjoys solving complex problems. You bring a calm, customer-focused approach, strong technical capability, and the confidence to support others through mentoring and guidance. Qualifications & Experience A minimum of 3 years’ experience in IT customer service or service desk support Proven experience resolving complex IT incidents and service requests Strong troubleshooting skills and the ability to apply established methods and tools effectively Experience supporting or mentoring other team members Excellent communication and relationship-building skills An understanding of service management principles (ITIL experience is an advantage) Technical certifications are preferred but not essential Experience of working within a service desk environment supporting clinical systems and applications within the health sector would be advantageous An understanding of Te Tiriti o Waitangi principles and a commitment to equitable outcomes You are proactive, adaptable, and committed to delivering high-quality service. You enjoy working collaboratively, continuously improving how things are done, and contributing to a positive, inclusive team culture. Working for Health New Zealand Health New Zealand | Te Whatu Ora is committed to delivering excellent healthcare for all New Zealanders. We embrace diversity and inclusion so that our workforce reflects the communities we serve. We welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities. #J-18808-Ljbffr