Service Desk Analyst

Help shape the future of Education

We work to shape an education system that delivers equitable and excellent outcomes

Our organisation is made up of talented and committed people around Aotearoa, from a wide range of backgrounds and cultures. While we work in different groups and on different things, we all strive every day to make the biggest difference we can for our students in our education system.

About this role |Mō tēnei tūranga

Service Desk Analyst

Are you passionate about helping others and delivering exceptional customer service?

Do you thrive in a fast-paced, high-demand environments and enjoy solving problems with a fresh, innovative mindset?

If that sounds like you, we’d love to hear from you.

Our Wellington-based team is on the lookout for an IT savvy customer service superstar to join us in providing hands-on IT Service Desk support. In this role, you’ll work across a wide range of business technologies to support our internal customers. This includes:

• Mobile devices (Android and Apple)
• Remote access and Microsoft applications
• Application and desktop support
• Printing, exchange, internet support
• Hardware troubleshooting and user security
• Onsite assistance when needed

We’re looking for someone who brings energy, curiosity, and a customer-first attitude—someone who’s ready to grow their skills and contribute to a collaborative, supportive team.

Key responsibilities include:

• Support continuous improvement of service delivery and incident management.
• Act as the first point of contact for complex incidents, service requests, and problems.
• Triage and resolve issues across phone, portal, and walk‑ups, escalating when needed.
• Monitor incident trends and escalate recurring or major issues appropriately.
• Manage user access provisioning and deprovisioning, ensuring compliance with access policies.
• Capture accurate incident and request data and escalate any discrepancies to maintain data integrity.

Salary range: $60,879 - $72,999 per annum + KiwiSaver. The successful candidate will be appointed at a salary which reflects individual skills and experience

For more details about the role, you can view the job description here.

 About you | Mōhou ake

We’re looking for someone with energy, initiative, and a passion for delivering outstanding customer service excellence to our customers with a solutions-focused mindset.

To be successful in this role, you will bring:

• Outstanding interpersonal and communication skills, with the confidence to engage effectively with customers.
• A sharp eye for detail and a strong solution focused mindset.
• Solid working knowledge of Microsoft operating systems, administration tools, and MS Office applications.
• Has a genuine passion for IT, with a desire to learn, grow and develop.
• Broad awareness of IT technologies and how they can be practically applied to support business needs.

This is a fantastic opportunity to be part of a team that values innovation, continuous improvement, and collaborative working.

The ability to adhere to the Public Service Standards of Integrity and Conduct

About our group and team | Mātau rōpū ake

The Digital Solution Support team ensures the availability and service support of systems, infrastructure, networks and other processes to support Digital Services to meet customer and stakeholder needs.

Are you ready to make a difference? | Kua rite koe mō tēnei mahi?  

If this opportunity interests you, please submit your cover letter and resume by using the ‘apply' button. In your cover letter we’d like to know about you, your values, or anything else you’d like to share. We’re keen to understand your motivations, strengths, transferable skills, and the diverse perspectives you will bring to the role.

For further information and a confidential conversation, please contact: Hamesh Patel, Service Desk Team Leader, Hamesh.Patel@education.govt.nz

Applications close: Midnight, Thursday 9 July 2026.

We want our people to feel valued for their unique qualities and have a sense of belonging. If you require assistance or adjustments to fully participate in the recruitment process, please let us know.