Service Desk Analyst

About the role

Air New Zealand is advancing its digital transformation with a strong focus on building digital excellence across the organisation. As a Service Desk Analyst, you will be the initial contact for digital support, helping maintain smooth day-to-day airline operations by assisting employees with technical problems and escalating issues when necessary.

This is a 24/7 service desk environment, so the role follows a rotating roster that includes night shifts, weekends, and public holidays. It suits someone who enjoys variety, teamwork, and solving problems while growing their IT career in a fast-paced and supportive workplace.

What you will do

• Act as the first line of support for staff needing help with digital or technical issues.
• Investigate, diagnose, and resolve incidents where possible, or route them to the appropriate team.
• Deliver clear and professional support to employees at all levels of the organisation.
• Work collaboratively with digital and IT teams to ensure issues are handled efficiently.
• Manage multiple priorities in a high-pressure, round-the-clock operational setting.
• Identify recurring issues and contribute ideas for improving processes and sharing knowledge.

What you need to succeed

• A strong analytical and problem-solving approach.
• Prior experience in a service desk, helpdesk, or IT support environment is an advantage.
• Excellent communication and customer service skills.
• Good troubleshooting ability and a structured way of working through technical incidents.
• The resilience to perform effectively in a busy 24/7 environment.
• A team-oriented mindset and the ability to build productive working relationships.
• Exposure to IT service management practices such as ITIL and ticketing tools like ServiceNow would be beneficial.

What Air New Zealand offers

You will be joining an exciting digital environment where your work can have real impact. The company offers opportunities to learn and develop while contributing to the future of a globally recognised airline.

Additional information

Applications close on Wednesday 1 July 2026.

Air New Zealand is committed to diversity, equity, and inclusion, and aims to create a workplace where everyone can belong and thrive. Candidates from diverse backgrounds are encouraged to apply, including people with disabilities, additional health or mental health needs, and neurodiverse applicants.

If you need accessibility support or reasonable adjustments during the recruitment process, you can contact the recruiter named in the advert for assistance.

Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina. “Seek to bring distant horizons closer. Once near, seize them and make them your reality.”