Senior Service Desk Analyst

Role Overview

This is an internal-only opening for a Senior Service Desk Analyst based in Christchurch, Canterbury, New Zealand. The role offers a strong opportunity to build leadership capability while contributing to the day-to-day performance of the Service Desk.

In this position, you will help keep the team running smoothly, support team leaders with daily operations, and make sure service targets and customer commitments are consistently met. You will be part of a close, collaborative group that supports one another during busy periods and works together on more complex issues.

Key Responsibilities

• Assist with the daily operation of the service desk team.
• Keep knowledge articles current, accurate, and useful.
• Review calls and tickets for quality, and provide coaching where needed.
• Help maintain customer satisfaction and manage escalations from customers and team members.
• Support coaching and development activities, including onboarding and training new starters.
• Build and maintain effective working relationships with stakeholders across Datacom, the customer, and vendors.
• Contribute to project-related initiatives as required.

What We're Looking For

Successful candidates will be confident problem solvers who can suggest improvements while keeping the customer experience front and centre. Strong service focus, clear communication, and solid written skills are important for this role.

You should be comfortable working independently, offering guidance to others when needed, and either already understand or be eager to learn more about ITIL service delivery practices and service desk operations.

Additional Information

This role is restricted to internal applicants only.