Service Desk Analyst

•  Keep DOC running, solve issues fast, delight users, and power conservation with smart, friendly IT support 

• $65,590 - $82,000 

• Permanent full time, Wellington location

Our vision: Nature is thriving in Aotearoa | Te Oranga o te Ao Tūroa 

Mō te tūranga | About the role 

Be the first port of call that keeps conservation moving. Join DOC’s front line of digital support and help our people protect Aotearoa’s natural heritage one solved ticket at a time. 

As a Service Desk Analyst at the Department of Conservation (DOC), you’ll deliver effective, efficient technical support to end users across the organisation. Working a rostered schedule to provide 7‑day coverage between 7am–6pm (with out‑of‑hours escalation for critical incidents), you’ll triage and resolve requests via phone, email, and LiveChat. You’ll collaborate closely with infrastructure, applications, and security teams, using ServiceNow to log, track, and document incidents and requests. Your clear communication, customer focus, and sound troubleshooting will keep our people productive whether they’re in the office, in the field, or on the move. 

The position will be focussed on: 

• Provide frontline IT support: troubleshoot hardware, software, and network issues; guide users through fixes across phone, email, and LiveChat 

• Manage incidents end‑to‑end: accurately log, prioritise, resolve or escalate, and keep users informed to meet SLAs 

• Fulfil service requests: software installs, access provisioning, password resets delivered on time and to standard 

• Maintain knowledge: create and update documentation, FAQs, and known‑error articles to speed future resolution 

• Drive satisfaction and improvement: communicate clearly, follow up on outcomes, and suggest process and automation enhancements 

Click here for the Role Description  

Ngā pūkenga me ngā wheako | Skills and experience 

If you have some of following, we are keen to hear from you: 

• Solid technical foundation across Windows and macOS, M365/Office, Hardware, basic networking, and ITIL-aligned practices 

• Strong analytical troubleshooting: isolate root causes, apply logical steps, and learn new tools quickly 

• Customer‑centric mindset: empathetic, calm under pressure, and focused on clear, positive user outcomes 

• Excellent communication: plain‑English explanations, active listening, precise documentation 

• Time management: juggle priorities, apply impact/urgency, and consistently meet SLAs 

• Collaborative teamwork: partner with infrastructure, applications, and security for seamless resolutions 

• ServiceNow/ITSM proficiency: incident, request, knowledge, and reporting within a modern ITSM platform 

• Service desk toolset fluency: phone, chat, email, and secure remote support utilities 

He aha ngā pāinga mōu? | What’s in it for you? 

DOC is committed to a culture where everyone can participate, thrive, and grow. We’re driven by our values and behaviours, and are working towards being an organisation that is diverse, equitable, and inclusive by default.  

We also support flexible working arrangements for our kaimahi across Aotearoa, with options considered based on the role and in discussion with your leader. 

Want to know more? 

Tonoa inaiānei | Apply now 

Apply online with your CV and cover letter outlining your relevant experience and motivation. We’re unable to accept emailed applications or provide feedback to applicants not shortlisted. 

If you need any adjustments during the recruitment process, let us know and we’ll try to accommodate. 

Salary: $65,590 - $82,000 depending on skills and experience. 

Eligibility: You must hold a valid NZ work visa that covers the duration of employment.