IT Service Analyst

About Sealord Group Ltd

Sealord Group Ltd is among the largest seafood enterprises in the Southern Hemisphere, boasting over 60 years of experience in fishing, farming, processing, and marketing seafood worldwide. Established in 1961 and jointly owned by Moana New Zealand (Aotearoa Fisheries Ltd) and Nippon Suisan Kaisha, Ltd (Nissui), Sealord is a major quota holder in New Zealand and operates deep-water fishing ventures in New Zealand and Australia.

Role Overview

Following a recent promotion, Sealord seeks two IT Service Analysts to join their Information Technology team in Nelson. This role is hands-on and customer-centric, offering support across office, factory, remote, and vessel-based environments. As a critical initial contact for IT incidents and service requests, you will provide efficient troubleshooting, maintain active ticket resolution, and ensure support is professional and well-documented. Support spans daily user technology and operational systems including land-based and vessel technologies, leveraging multiple channels like self-service portals, email, phone, and face-to-face interaction.

Key Responsibilities

• Handle and resolve Service Desk incidents and requests via the ticketing system.
• Deliver front-line technical assistance to users across diverse environments including offices, factories, remote locations, and vessels.
• Provide support for Microsoft 365 services such as Outlook, Teams, OneDrive, SharePoint Online, and standard Office applications.
• Manage user accounts, including access rights, password resets, MFA setup, and self-service password tools.
• Support various hardware and devices including laptops, desktops, mobile devices, printers, meeting room technology, Teams Rooms equipment, handheld scanners, and forklift terminals.
• Assist users with Service Desk tools, including portal navigation, ticket logging, screenshot capturing, knowledgebase access, and self-service functionalities.
• Support onboarding, offboarding, device configurations, application access, and standard IT operational duties.
• Collaborate on cybersecurity efforts including phishing awareness, suspicious email reporting, endpoint protection, secure access protocols, and user education.
• Escalate complex infrastructure, application, security, or business system issues to senior specialists or external vendors.
• Support critical and operational business systems as needed.
• Enhance documentation quality by contributing knowledgebase articles, creating repeatable procedures, and advancing Service Desk process improvements and automation, including AI integration.

Desired Qualifications and Skills

• Experience or strong aptitude in IT Service Desk or technical support environments.
• Proficiency in supporting Windows desktops and laptops.
• Familiarity with Microsoft 365 suite including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Knowledge of Active Directory, Microsoft Entra ID, user account and access management, MFA, and password reset systems.
• Competency in endpoint device support, including mobile devices, printers, and meeting room technology.
• Basic understanding of networking concepts such as Wi-Fi, VPN, connectivity, and troubleshooting.
• Experience with IT service management tools or ITSM platforms.
• Strong grasp of incident and request handling involving prioritization, escalation, documentation, and customer communication.
• Awareness of cybersecurity best practices, including phishing management, secure access, and endpoint protection.
• Exposure to business, ERP, manufacturing, supply chain, vessel, or operational technology systems is advantageous.

Personal Attributes

• Customer-oriented, approachable, and professional demeanor.
• Excellent communication skills capable of conveying technical information clearly to diverse audiences.
• Curious and practical mindset with eagerness to learn continuously.
• Ability to remain composed under pressure and effectively juggle competing priorities.
• Strong documentation skills detailing actions taken and resolutions achieved.
• Independent yet collaborative, taking responsibility for individual tickets within a team setting.
• Proactive interest in improving support delivery beyond simply closing tickets.
• Safety-conscious, respectful, responsible, cooperative, and innovative.

Additional Information

The role offers the chance to work within an experienced IT team supporting a variety of technologies including office, factory, cloud, business systems, vessels, and operational technology. Opportunities exist to enhance your technical skills, contribute to service desk improvements, and assist users in maximizing their technology use.

A satisfactory pre-employment drug test and a physical medical examination are prerequisites. Applicants must have legal permission to live and work in New Zealand.