Service Desk Analyst

2 days ago

Christchurch Central, New Zealand Gambit Recruitment Full time
About the Role

We're looking for a proactive and customer-focused Service Desk Analyst to join our IT support team in Christchurch. This role is ideal for someone with solid Level 1 experience and exposure to Level 2 responsibilities, looking to grow their technical skills in a dynamic Microsoft environment. This is a 5 day onsite position for an NZ manufacturing business.

Key Responsibilities
  • Provide first-line technical support to end users via phone, email, and in person.
  • Troubleshoot and resolve issues related to Windows OS, Microsoft 365, Teams, Outlook, and other Microsoft applications.
  • Escalate complex issues to Level 2/3 support teams when necessary, while maintaining ownership of the ticket.
  • Assist with user account management (Active Directory, Exchange, Azure AD).
  • Support hardware setups including desktops, laptops, printers, and mobile devices.
  • Perform basic network troubleshooting (Wi-Fi, VPN, LAN).
  • Document incidents, solutions, and processes in the ITSM system.
  • Participate in IT projects and contribute to process improvements.
Skills & Experience
  • 3 years of experience in a Service Desk or IT Support role.
  • Strong knowledge of Microsoft Windows 10/11, Microsoft 365, and Active Directory.
  • Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Freshservice).
  • Excellent communication and problem-solving skills.
  • Ability to work independently and manage multiple priorities.
  • Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
What We Offer
  • A collaborative and supportive team environment.
  • Opportunities for professional development and training.
  • Exposure to a wide range of technologies and projects.
  • Convenient Christchurch location with onsite facilities.

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