Service Desk Support Analyst

The purpose of the Digital Services Unit is to support business units to improve customer service, community outcomes and organisational performance via Digital enablement.

But it's not just about technology; it's about people – fostering a culture of problem solving, proactivity, and agility.

He angituutanga: The opportunity 

We're seeking a proactive and customer focused Service Desk Analyst to join our dynamic team. You will be part of the team responsible for providing front-line 1st and 2nd level support to elected members and employees of Hamilton City Council.

In this role you will help the team enable the business to provide uninterrupted services to our community and customers of HCC and our workforce remains productive. You will work closely with the Service Desk Manager and team as we look to continuously improve on the service we provide our customers. There are plenty of opportunities

You will likely be actively involved in the various initiatives that the Service Desk deliver. That will provide you  with the opportunity to work with lots of really good people across the Council's diverse departments.

Key responsibilities include:

• Reviewing, analysing, and resolving incidents and service requests in line with business priorities and impact.
• Ticket triaging is achieved accurately and within SLA.
• Communicating clearly with users about the status and resolution of issues and outages.
• Advocating for users by ensuring issues and enhancements are prioritized according to business outcomes.
• Applying problem and priority incident management procedures to identify root causes, communicate with stakeholders, and restore services.
• Keeping system documentation and knowledge base articles up to date, and communicated effectively with users and Digital Services.
• Growing Service maturity through proactively driving continual service improvement, especially in regard to:
  • our ITSM tool and the Customer Service Portal
  • our desire to "shift left" and promote greater customer self service
  • process review and improvement and implementing documented collaborative change
• Assisting in projects or initiatives tasked to the Service Desk.
• Working collaboratively with other members of DS and Council and in particular the Digital Training Lead to grow services to Council members.
• Helping grow ITSM tool technical capability within the Service Desk to assist its growth and development maturity.
• Arranging for external technical support where problems cannot be resolved internally.
• Assisting in the management of vendor related services.
• Assisting in providing and enhancing support for our current meeting room Audio Visual equipment, while working alongside vendors as we plan for the future.
• Actively participating, complying and engaging in all health & safety activities, policies, and practices including Civil Defence.

This is a full-time position, with flexible start and finish times and the option to work remotely one day a week

Oo puumanawa me oo wheako | Your skills and experience

• A proven track record as a Service Desk analyst in a similar sized organisation (preferred but not essential).
• Relevant IT qualification or equivalent industry experience.
• Practical knowledge of ITIL and ITSM implementation.
• ITIL certification.
• Excellent customer relationship management abilities.
• Exceptional verbal and written communication skills with the ability to clearly communicate technical and standards information in a clear manner.
• A continuous improvement driven mentality.
• Proven ability to work independently.
• Flexibility, initiative, quick responder and able to stay calm under pressure as situations change.
• Listening when ideas are challenged, seeking to understand the nature of the feedback and respond constructively to work through challenging issues and seek alternatives.
• Identifying opportunities to collaborate with other teams/units to solve issues and develop better processes and approaches to work.
• Demonstrated organisational skills and capacity to deliver high quality outcomes within agreed timeframes.
• Skilled in managing sensitive and confidential issues with political awareness.
• Logical thinker with a passion for technology and career development.
• Track record of thinking differently, acting with integrity, working together, and making it happen.
• Ability to analyse complex problems and identify solutions for their resolution.
• Strong knowledge of Microsoft based systems.
• Experience in local government (preferred but not essential).

He aha te wariu o te utu kaimahi? | What's the salary? 

Circa $79K dependent on skills and experience.

Ngaa waahi whakarato painga kei a maatou: What we offer 

• Flexible by choice; an award-winning flexible working policy.
• Opportunities for professional development.
• Two Wellbeing days per year.
• Free health insurance through Unimed including hospital/surgery grade cover and discounted. membership rates for family members.
• Free annual health checks and flu vaccination.
• Ability to purchase additional annual leave.
• Eye testing/glasses cost reimbursement.
• Discounted purchases from local businesses; gym memberships, cafes, dentists, hairdressers and many more.

Me Tono Inaaianei: Apply Now 

• View the position description.
• Click apply
• ​Complete your application.

If you wish to include a cover letter with your application, please combine this in the same file as your resume and upload as a PDF file. Alternatively, you can use the 'Write a message to the Hiring Team' text box.

Applications close on the: 30/12/2025 (Please note: interviews will take place in January 2026).

Note: We will be shortlisting as we receive applications.

Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.

All candidates will be notified of the outcome on their application via email. Short-listed candidates will be required to complete an interview process, reference checks and a criminal check. Further background checking will be required when relevant to the role. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking here

It is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met.

As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.

This role is being sourced directly. If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.