Service Desk Analyst | Kaitātari

Posted on 04-Aug-2022  
Application Close Date: 19-Aug-2022
Job Details
Information Technology
Position Type:
Permanent - Full Time
Job Reference:

We are looking for an Analyst in our End User Services team. You'll be reporting direct to the EUS Manager and providing our excellent service to our customers. This role will see you delivering user-requestable services and acting as an escalation point for complex issues and supporting new team members.

About the role

The Service Desk Analyst is part of the End User Services team. This team is responsible for the important mahi of being the face of ICT for our business customers.   

In a nutshell our team provides staff with modern devices (Windows laptops, iOS tablets and both android and iOS cellphones) which allow them to work from almost anywhere at any time.  We wrap effective support services around these devices in the form of a Service Desk team (that's where you will fit in); plus, robust Incident and Change practices and strong internal and external partnerships.

To be successful in the role you will need to utilise your technical expertise to resolve issues with applications such as Microsoft Teams, OneDrive and Multi-Factor Authentication. Behind the scenes you will be confidently working with Active Directory and our ITSM Tool. On occasion, you will have onsite duties such as being ‘eyes on site' for network or for more complex ICT problems.

Your primary location will be the new incredible office in Masterton, and you'll be based there three days a week. Once a week or fortnight you'll also be heading to Upper Hutt to work on site for the day. Your role will also receive allowances to be part of an after-hours on call roster, which means you are on call from 5pm to 8am weekdays and over the weekend for one week in three or four. The likelihood of being called is very low; usually no more than one call a week.

Most important of all, you will be the welcoming face of ICT for new staff as they come to collect their laptop, cellphone and access on Day One. You will set the tone for the ongoing positive relationship we build with every member of our business.

There will be development opportunities for the successful candidate such as learning about Microsoft End Point Manager, Surface Hubs and Teams Meeting Rooms.

Skills and experience required

  • At least 2 years' service desk or onsite support experience
  • A love of coaching and supporting others.
  • Proven empathy and communication skills is top of the list. We are the translators of tech for our user community; they rely on us to make IT stuff easy.
  • Comfortable working in a front-line service desk environment. We're not simply at the end of a telephone line; people will walk up for help throughout the day.
  • Successful history delivering customer service satisfaction.
  • Proven technical expertise with end user problems in a Microsoft environment.
  • Love using Microsoft Teams and enjoy even more, showing others how to use them.
  • A history of positive collaboration with ICT partners (we don't call them vendors here; they're our ‘partners').
  • Ability to organize and prioritise workload to maximise throughput.
  • Senior level analytical skills pertinent to Service Desk tickets and ICT incidents.
  • Strong written and verbal communication skills.
  • NZ Driver's license. Once or twice a month you may travel to other sites in Wellington region, using one of our GWRC pool vehicles.

About ICT

Our ICT Department has been through a significant change and has emerged as the customer centric, match fit organisation we are today.  Our team culture has been recognised as the best in New Zealand*. 

We provide people, advice, technology and solutions end to end.  The way we are structured enables a focus on customer-centric services by understanding business demand, providing advisory services and business facing end user services.  

This is a great opportunity to expand your skillset and work with a great team of passionate people in the coolest little IT shop in local government.

*We recently won Best Team Culture in the 2021 CIO Awards.

About Greater Wellington:

Every day we put all our energy into protecting and enhancing our region. We carefully balance sustainability with economic growth and protection with expansion.

We're a growing and diverse region, and it's our role to protect our environment while also meeting the cultural, social and economic needs of our communities. We're specifically responsible for environment management, flood protection and land management, provision of regional parks, public transport planning and funding, and metropolitan water supply.

It's about dealing with today and planning for the future, especially with the challenges of climate change.

What we offer:

We're all about growing our people through professional development and experience across everything the council does, and we provide a range of benefits that help our staff balance their own lifestyle and work commitments: -

  • Generous leave allowance
  • Flexible working
  • Medical and trauma insurance
  • “Dress for your day”
  • Subsidised social clubs
  • Modern, new offices

Located in our new Masterton offices in the sunny Wairarapa.

How to apply

Click on the “Apply” link to view the job description and to apply for the role with a cover letter and CV.

For further information, please contact

Applications Close: Friday 19 August 2022

Only people with the right to work in New Zealand may apply for this position. For advice on obtaining a New Zealand work or residence visa, please visit