ICT Support Analyst – Helpdesk (Graduate)

About the role

The Beca ICT team is looking for a graduate ICT Support Analyst to join its Helpdesk in Auckland. You will be the first point of contact for users, handling phone requests and providing timely solutions to a wide range of hardware and software issues.

Key responsibilities

• Deliver 1st and 2nd level support for user requests across the business.
• Resolve software, hardware, and configuration issues promptly.
• Manage, prioritize, and escalate incidents and service requests to maintain high customer satisfaction.
• Maintain user accounts, permissions, and device configurations using Entra ID, Active Directory, and Intune.
• Document resolutions and contribute to knowledge‑base articles.

Required profile

• Strong written and verbal communication skills, able to adapt explanations to varied audiences.
• Excellent customer‑service mindset with a proactive problem‑solving approach.
• Self‑motivated, punctual, and able to manage time effectively.
• Attention to detail and good organisational abilities.

Required skills

• Office 365
• Windows operating system
• Entra ID
• Active Directory
• Configuration Manager
• Intune
• Security fundamentals and file/directory permissions
• General hardware and software troubleshooting

What we offer

• Professional development and training programmes.
• Flexible working arrangements.
• Supportive, inclusive workplace culture.
• Enhanced parental leave and wellbeing benefits.