Service Desk Analyst

Role Overview

SkyCity Entertainment Group is looking for a Service Desk Analyst to join its ICT team in Auckland. This is a hands-on support role in a busy 24/7 environment, helping keep the organisation connected and operational at all times.

About You

You should be an experienced support professional who is comfortable delivering strong customer service while resolving technical issues efficiently. The role calls for someone with practical troubleshooting experience and the ability to communicate clearly with users across the business.

• Background in a service desk or technical support position.
• Working knowledge of Windows 10, Active Directory, and Office 365.
• Strong written and spoken communication skills.
• ITIL knowledge or certification.
• Experience with ServiceNow or a similar ticketing platform.

Key Responsibilities

In this role, you will act as the first point of contact for technology-related incidents and requests across a varied and fast-moving workplace. Support will be provided through multiple channels in a round-the-clock setting.

• Deliver support by phone, email, walk-in, and service portal across a 24/7 operation.
• Record, track, and manage incidents and service requests in ServiceNow.
• Help maintain knowledge base content and contribute to ongoing service improvements.

Working Pattern

This position operates on a rotating roster because the business runs continuously. Being available for night shifts is required.

Benefits

SkyCity offers a range of workplace perks and employee benefits, including a supportive culture and practical on-site advantages.

• A collaborative, inclusive, and supportive team environment.
• Opportunity to work with motivated and energetic colleagues.
• Staff cafeteria meals priced at $2.50 for cooked food.
• Discounted staff parking and dry cleaning services.
• Free medical insurance.
• Career growth and progression opportunities.
• Discounts across SkyCity outlets.

Other Information

SkyCity describes itself as a fast-moving business that values diversity and inclusion. Hiring is based on capability and performance, regardless of gender, gender identity, race, origin, age, educational background, disability, or religious beliefs. The company also emphasises adaptability and encourages people to bring their individuality to work.

SkyCity also highlights its commitment to Host Responsibility, noting that every team member contributes to a culture of customer care.