Location: Auckland

The Company

Join a fast-growing tech enterprise and a leading financial services firm. Our client relies on a proactive and highly resilient operations team to deliver continuous service and support to their valued customers.

The Role

As a Service Desk Analyst, you will be pivotal in the delivery, implementation, and operation of our Service Desk and broader operations services. You will be a first-line expert, using your technical knowledge and strong communication skills to manage incidents and ensure high availability across our supported applications, which operate 24/7.

This includes:

• Providing technical support across delivery, implementation, and operation of service desk services.
• Applying strong experience in incident, problem, and change management processes to swiftly resolve issues.
• Utilising ticketing systems (such as Jira or ServiceNow) to track, manage, and communicate on all support requests.
• Applying strong troubleshooting and problem-solving abilities to identify root cause and implement lasting resolutions.
• Liaising confidently with all levels of customers and management, building and maintaining strong working relationships.
• Working effectively within a team, demonstrating proactive, self-starting capabilities, and excellent judgement.
• Working with business stakeholders to understand specific needs and impacts.
• This role will entail some afterhours work as the team supports apps 24/7.

Key Requirements

We are looking for a skilled Service Desk professional with:

• Experienced in a Service Desk or Helpdesk background within the IT industry.
• Strong technical background with solid experience in incident, problem, and change management processes.
• Proven experience working with enterprise-level ticketing systems (Jira, ServiceNow, etc.).
• Excellent written and verbal communication skills, essential for effective customer and management liaison.
• Ability to identify and solve problems through strong analysis and planning.
• Demonstrated understanding of core business systems.

Advantageous

The following skills would be highly regarded:

• Knowledge of the Financial Services and its related systems.
• Experience with scripting or automation tools (e.g., PowerShell).
• Familiarity with SQL Database querying.

To submit your application, in strict confidence, please apply online using the appropriate link below. Alternatively, for a confidential discussion, please contact Moyan Zhang or email at moyan.zhang@randstaddigital.co.nz

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.