IT Support Analyst

About the role

We are seeking a practical, service-oriented IT Support Analyst to join the ICT team and deliver prompt Level 1 and Level 2 support across the IHC Group. This is a hands-on, varied position where you will assist staff with everyday ICT incidents and requests relating to devices, applications, access management, and business systems. You will investigate issues, keep users updated, record resolutions, and escalate more complex matters when required to help maintain a dependable and consistent support experience.

The role supports an ICT function that enables IHC’s work throughout Aotearoa New Zealand, including services that advocate for and support people with intellectual disabilities and their whānau. It is a great opportunity for someone who is organised, solution-focused, and eager to continue developing technical capability while contributing to meaningful work.

Role details

• Permanent, full-time position.
• Office-based role in Wellington CBD, Greater Kapiti Area.
• Starting salary from $65,000, with flexibility based on experience.

Key responsibilities

• Provide responsive first- and second-line ICT support to staff across the organisation.
• Handle service requests and day-to-day issues involving laptops, desktops, tablets, mobile phones, peripherals, Microsoft 365, Windows, and business applications.
• Troubleshoot technical problems and help users get the best from the tools they use.
• Support user access administration and apply sound ICT security practices.
• Log, update, and manage support tickets accurately, including clear notes and resolutions.
• Keep users informed throughout the support process and escalate issues where appropriate.
• Contribute to process adherence, documentation, and ongoing service improvement.

Experience and technical background

• Prior exposure to a Service Desk, desktop support, computer operations, or a similar ICT support setting.
• Strong troubleshooting ability across end-user devices, Microsoft 365, Windows, and common business applications.
• Working knowledge of Microsoft Active Directory, Azure, user access administration, and ICT security controls.
• Experience with ServiceNow, Microsoft Intune, Workspace ONE, or related ICT qualifications will be considered an advantage.

Personal attributes

• A cooperative approach and willingness to share knowledge and support team improvement.
• Strong attention to detail and a process-driven mindset, including following established procedures and documenting fixes.
• Clear, calm, and professional communication when assisting users.
• Confidence in prioritising requests, managing workload, maintaining accurate ticket records, and escalating issues appropriately.

Benefits

• Opportunity to progress your ICT career with pathways for growth.
• Supportive team environment that values collaboration and shared learning.
• Competitive pay and comprehensive employee benefits.
• Exposure to modern systems and technology that keep your skills current.
• Ongoing learning, professional development, and certification support.
• The chance to make a real difference within a values-led organisation serving communities across New Zealand.

About the organisation

IHC works to protect the rights, inclusion, and welfare of people with intellectual disabilities and supports them to live fulfilling lives in the community. Through its subsidiaries, the organisation employs around 4,000 staff and directly supports about 4,000 people across New Zealand through government-funded disability services. Its services include residential and day programmes, supported living, specialist support, and social housing.

How to apply

Applicants should submit a CV and a cover letter that outlines relevant experience and explains their motivation for the role. For application process queries, contact recruitment@ihc.org.nz.

Additional information

IHC is committed to Te Tiriti o Waitangi and encourages applicants from all backgrounds. Diversity is valued because it strengthens the mahi and the perspectives brought to the team. Applicants must have the legal right to work in Aotearoa New Zealand.