Service Desk Analyst - Fixed Term

He kōrero mō mātou | About Watercare
Ki te ora te wai, ka ora te whenua, ka ora te tangata
When the water is healthy, the land and the people are healthy
There's never been a better time to join Watercare. We're delivering a $15.2 billion, 10-year capital investment programme, the largest in our history, creating opportunities to work on transformative infrastructure, sustainability and digital projects that will shape Auckland's future. With more than $4 million invested every day, you'll be part of work that makes a lasting difference to our communities and environment.
He whakamārama mō te tūranga mahi | About the role
This is a fixed-term position through to October 2027, providing cover for an employee on secondment.
In this role, you’ll provide responsive, friendly and practical support across a range of digital services. You’ll be responsible for logging and managing service requests, resolving issues where possible and ensuring cases are assigned and escalated appropriately.
You’ll also support user access, mobile devices, onboarding and offboarding, while maintaining accurate service and asset information.
Key responsibilities include:
Providing first-level technical support through email, phone, web portal and face-to-face channels
Logging and managing cases through the Service Management system
Administering user access across digital systems, applications and security
Coordinating mobile phones and smart devices
Maintaining device security profiles, asset information and telephony reports
Supporting employee onboarding and offboarding, including systems access and hardware
Communicating outage notifications clearly and promptly
Working with digital suppliers to resolve issues
Providing helpful advice and guidance to people across Watercare
Supporting compliance with digital policies, security requirements and internal procedures
Ngā pūkenga e rapu nei mātou | About you
You’ll be someone who enjoys helping people and can explain technical information in a clear and approachable way. You’ll be comfortable managing multiple priorities and working collaboratively to find practical solutions.
You’ll bring:
Previous experience in a technical support or service desk role
Exceptional customer service and communication skills
The ability to explain technical information to non-technical people
Strong organisation skills and the ability to manage competing deadlines
A good understanding of digital technologies and modern workplace practices
A collaborative and solutions-focused approach
Ngā pūkenga e rapu nei mātou | About you
You’ll be someone who enjoys helping people and can explain technical information in a clear and approachable way. You’ll be comfortable managing multiple priorities and working collaboratively to find practical solutions.
You’ll bring:
Previous experience in a technical support or service desk role
Exceptional customer service and communication skills
The ability to explain technical information to non-technical people
Strong organisation skills and the ability to manage competing deadlines
A good understanding of digital technologies and modern workplace practices
A collaborative and solutions-focused approach
A dynamic team player who is always ready to adapt and support colleagues
Experience with the following would be an advantage:
Microsoft 365 user administration and support
Azure Active Directory and Active Directory
ServiceNow ITSM
Intune Device Management
ITIL practices or an ITIL Foundation certification
A degree in Computer Science or an equivalent qualification
Ngā hua mōu | What's in it for you
We offer a competitive salary and staff benefits package including:
• Training and development opportunities
• Employee discounts at a range of large retailers
Me pēhea te tono mai | How to Apply
Come and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today - careers.watercare.co.nz.