Service Desk Analyst

About the role

The Department of Conservation is looking for a Service Desk Analyst to be the first point of contact for its users. You will provide friendly, efficient IT support that keeps staff productive whether they work in the office, in the field, or on the move.

Key responsibilities

• Provide frontline support – troubleshoot hardware, software and network issues via phone, email and LiveChat.
• Manage incidents end‑to‑end – log, prioritise, resolve or escalate and keep users informed to meet SLAs.
• Fulfil service requests – software installations, access provisioning, password resets and other routine tasks.
• Maintain knowledge – create and update documentation, FAQs and known‑error articles.
• Drive satisfaction – communicate clearly, follow up on outcomes and suggest process improvements.

Required profile

• Solid technical foundation across Windows, macOS, Microsoft 365/Office, hardware and basic networking.
• Understanding of ITIL‑aligned practices and incident‑request lifecycle.
• Strong analytical troubleshooting and ability to learn new tools quickly.
• Customer‑centric mindset with calm, clear communication.
• Effective time management and ability to meet SLA targets.
• Collaborative approach – work closely with infrastructure, applications and security teams.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365 / Office suite
• Basic networking concepts
• ITIL‑aligned service management
• ServiceNow (or similar ITSM platform)
• Service desk tools – phone, chat, email and remote support utilities

What we offer

• Permanent full‑time role in Wellington with a competitive salary.
• Supportive, inclusive culture focused on diversity and flexible working.
• Opportunity to contribute to the protection of New Zealand’s natural heritage.