Service Desk Analyst

About the role

Department of Conservation (DOC) is seeking a Service Desk Analyst to be the initial point of contact for internal IT support, helping keep conservation work moving by resolving user issues quickly and professionally. The role sits within DOC’s digital support function and focuses on delivering helpful, timely assistance to staff across the organisation.

This is a permanent full-time position based in Wellington. The work roster covers 7-day support between 7:00am and 6:00pm, with escalation support outside those hours for urgent incidents. You’ll handle requests through phone, email, and LiveChat, while working closely with infrastructure, applications, and security teams. ServiceNow will be used to record, monitor, and manage incidents and requests.

DOC’s vision is: Nature is thriving in Aotearoa | Te Oranga o te Ao Tūroa.

Key responsibilities

• Deliver first-line technical assistance by diagnosing and resolving issues related to hardware, software, and basic network connectivity across phone, email, and LiveChat.
• Own incident handling from start to finish by recording issues accurately, setting priorities, resolving where possible, escalating when needed, and keeping users updated to support SLA targets.
• Complete service requests such as software installations, account and access setup, and password resets within agreed timeframes and standards.
• Build and maintain support knowledge through documentation, FAQs, and known-error articles that make future resolution faster and easier.
• Contribute to service improvement by communicating outcomes clearly, following up with users, and recommending ways to improve processes and automate routine work.

Skills and experience

• A practical technical base covering Windows, macOS, Microsoft 365/Office, hardware support, basic networking, and ITIL-style service practices.
• Strong problem-solving ability with a logical approach to diagnosing root causes and learning new systems quickly.
• A customer-first mindset with patience, empathy, and calm handling of pressure while focusing on positive outcomes.
• Clear communication skills, including explaining technical matters in plain language, listening actively, and writing accurate notes.
• Good time management and prioritisation skills, with the ability to balance workload by impact and urgency while meeting deadlines.
• Confidence working with infrastructure, application, and security teams to reach effective resolutions.
• Hands-on familiarity with ServiceNow or similar ITSM tools for incidents, requests, knowledge articles, and reporting.
• Comfort using service desk channels and tools such as phone, chat, email, and secure remote support software.

What’s on offer

• Salary range of NZD 65,590 to 82,000, depending on skills and experience.
• Permanent full-time employment.
• Flexible working arrangements may be available, subject to the needs of the role and agreement with your leader.
• A workplace culture focused on inclusion, participation, growth, and alignment with DOC’s values and behaviours.

Eligibility and application details

Applicants must hold a valid New Zealand work visa that covers the full length of employment.

DOC is not working with recruitment agencies for this vacancy. Applications must be submitted online with a CV and cover letter that explains relevant experience and motivation. Email applications are not accepted. Feedback will only be provided to candidates who are shortlisted.

If you need any adjustments during the recruitment process, DOC will try to accommodate them.

The role closes at 11:59 pm on Monday, 30 June 2026, although it may close earlier if a suitable candidate is found. For further enquiries, contact Blair Loveday at bloveday@doc.govt.nz.