Business Service Desk Analyst

Role overview

This contract opportunity is for a Business Service Desk Analyst based in New Zealand, supporting Christchurch and Wellington operations. The position sits at Level 1.5 to Level 2 and focuses on delivering technical and operational assistance across business services, enterprise technologies, and telecommunications offerings. The aim is to manage incidents and service requests efficiently through multiple support channels while maintaining service quality, process compliance, and timely restoration of service.

The role also plays a part in strengthening operational resilience, preserving knowledge, improving service processes, and helping ensure the team is ready for transition and future delivery needs.

Key responsibilities

• Support employees, partners, and vendors across the business services portfolio with technical assistance.
• Handle incidents and service requests at Level 1.5 / Level 2 in line with agreed processes and service targets.
• Respond through phone, email, chat, and alert-driven workflows.
• Investigate and resolve issues independently, and participate in technical conversations with customers, stakeholders, and resolver teams when needed.
• Partner with internal teams, specialist groups, and external vendors to close complex or high-impact incidents.
• Take ownership of issues within the team and aim to resolve most queries without unnecessary escalation.
• Carry out urgent operational tasks such as BCP activations and retail store support where required.
• Support Corporate, Enterprise, and Government services across different customer environments and business processes.
• Work with Major Incident Managers during Priority 1 and Priority 2 events to assist with service restoration.
• Develop, update, and enhance standard operating procedures, while contributing to knowledge transfer, mentoring, and onboarding.
• Help drive process improvement, automation opportunities, operational efficiency, and AI-enabled productivity initiatives.
• Follow SLA commitments, quality expectations, operational controls, and a customer-first service mindset.

Technical focus

The position requires practical troubleshooting knowledge in the following areas:

• Networking basics such as TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Telecommunications and enterprise connectivity, including WAN, SD-WAN, fibre services, and 4G / 5G access.
• Firewalls and network security services.
• Mobile, voice, and collaboration solutions such as IoT, cloud phone, and mobile extension.
• Cloud telephony platforms including Cloud Phone and Voice Connect.
• Collaboration tools such as Webex and Microsoft Teams.
• Contact centre systems such as Genesys Cloud.
• SD-WAN platforms, with exposure to Fortinet, Meraki, and Cisco equipment.
• Enterprise internet services, fibre and copper connectivity, and wireless access technologies.
• Service management and support tools, especially ServiceNow or another ITSM platform.
• Monitoring and alerting tools.
• Remote support tools such as Citrix and Microsoft support utilities.
• Telephony, email, and chat-based service desk platforms.
• Incident management, request fulfilment, ticket triage, categorisation, escalation handling, and SLA tracking.

Experience and background

• Strong troubleshooting skills across IT and telecommunications environments.
• Solid understanding of networking fundamentals, enterprise connectivity, and telecom products and services.
• Hands-on experience with ServiceNow or a comparable ITSM tool.
• Clear grasp of incident handling, request management, ticket prioritisation, escalation workflows, and service-level management.
• Excellent communication, customer interaction, and documentation abilities.
• Ideally 3 to 6 years of experience in a Service Desk, Business Service Desk, Technical Support, or NOC support role.
• Prior exposure to Level 1.5 / Level 2 support is preferred.
• Experience dealing with enterprise customers and coordinating with vendors is an advantage.
• Networking, Microsoft, or ITIL certifications would be beneficial.

Additional information

• This is a hybrid work arrangement.
• Support is delivered in an 8x7 shift model, which may include weekends and public holidays depending on operational requirements.

Transition note

This role is part of a service desk transition into support for Spark services. The responsibilities, role alignment, and support coverage will continue to be managed under the agreed transition plan, operational readiness requirements, and future service delivery expectations.