Service Desk Analyst

About the Role

This position is a strong fit for an IT support professional who enjoys helping users and wants to develop further within a large healthcare organisation driven by purpose. You will support teams across Aotearoa, ensuring staff have reliable access to the systems, tools, and technology needed to deliver excellent patient care.

As the first contact for digital service incidents and requests, you will handle issues by phone, email, and face to face. Working within the Digital Services team, you will take responsibility for support matters from initial logging through to final resolution. The role also provides exposure to enterprise platforms, user access administration, application assistance, hardware and mobile device support, remote troubleshooting, and project deployment activities.

This is an excellent opportunity for someone who enjoys problem-solving, relationship building, and developing technical depth in a collaborative environment.

Skills and Experience

• Prior experience in an IT service desk or technical support position.
• Ideally, at least 3 years of experience in a corporate or enterprise setting.
• Practical knowledge of Active Directory, Azure, PowerShell, Windows 10/11, Microsoft Office, Microsoft 365, printing, networking, remote desktop support tools, email systems, mobile devices, business applications, and hardware support.
• Ability to provide both Level 1 and Level 2 assistance across desktop, application, hardware, and user access issues.
• Strong verbal and written communication skills, with the ability to translate technical matters for non-technical users.
• A genuinely customer-oriented approach and the ability to build trust and rapport quickly.
• Experience recording, tracking, escalating, and resolving incidents, service requests, and problem tickets.
• Understanding of ITIL principles and service management best practice.
• Exposure to ServiceNow and experience in a hospital or healthcare setting would be an advantage.

Benefits

• Attractive pay package and an employee referral bonus programme.
• Funded health insurance, a broad wellbeing programme, and extended Christmas/New Year leave.
• Flexible working arrangements to support better work-life balance.
• Discounts with a range of partner businesses.
• Opportunity to join the Employee Rainbow Network.

About the Organisation

Southern Cross Healthcare is committed to improving the quality of healthcare across Aotearoa New Zealand. Its guiding values include Care First, Better Together, and Pursue Excellence, shaping a culture of compassion, collaboration, and continuous improvement.

The organisation brings together more than 4,000 professionals, including 2,000 nurses and anaesthetic technicians, alongside over 1,200 specialists, surgeons, anaesthetists, and allied health experts, making it one of the country’s largest and most trusted healthcare providers.

Southern Cross Healthcare operates with a long-term, purpose-led outlook, planning for future generations rather than short-term results.

Equity, Diversity, and Inclusion

The organisation is committed to Te Tiriti o Waitangi and to creating a culturally safe workplace that reflects manaakitanga and values the diverse perspectives of its people. Its Better Together value supports the goal of building a workforce that reflects the diversity of Aotearoa New Zealand.

If you have specific requirements or would like to discuss support options, you may contact the Talent Acquisition team at careers@schl.co.nz for a confidential conversation.

Final Note

Join a team working to reimagine healthcare and help people live their best lives through meaningful, collaborative work.