Service Desk Analyst

About the role

Air New Zealand is seeking a Service Desk Analyst to be the first point of contact for digital support across the airline. Working on a rotating 24/7 shift roster, you will help keep operations running smoothly by diagnosing and resolving technical issues for employees.

Key responsibilities

• Provide first‑line technical assistance to staff via phone, chat or ticketing system.
• Log, prioritize and resolve incidents, escalating complex cases as required.
• Monitor service levels and ensure timely closure of tickets.
• Identify recurring problems, suggest improvements and contribute to knowledge‑base articles.
• Collaborate with digital and IT teams to deliver seamless support.

Required profile

• Strong problem‑solving mindset with a focus on customer experience.
• Experience in a service desk, helpdesk or similar IT support role.
• Excellent communication skills and ability to work under pressure in a 24/7 environment.
• Collaborative attitude and willingness to share knowledge.

Required skills

• Familiarity with ITIL processes.
• Experience using ticketing platforms such as ServiceNow.

What we offer

• Opportunity to be part of a digital transformation journey at a leading airline.
• Career development and growth in a supportive environment.
• Inclusive workplace that values diversity and innovation.