Senior Service Desk Analyst

We're looking for a Senior Service Desk Analyst to join our friendly and customer-focused End User Services team. This permanent, full-time role is based in Wellington CBD.

About the role

This is much more than a ticket-resolving role. You'll combine technical expertise, operational support, coaching, service improvement and customer advocacy to help keep ICT services running smoothly across Greater Wellington.

You'll help coordinate the day-to-day operation of the service desk, monitor queues and service performance, guide and coach team members, and improve our knowledge base, processes and ways of working.

As a trusted technical go-to, you'll provide advanced support across Microsoft 365, Windows desktop environments, Exchange Online, Teams, devices, mobility, identity and access management, collaboration tools and business applications. You'll take ownership of complex incidents and requests from start to finish, working with other ICT teams, vendors and service providers to keep resolution and communication moving.

You'll also use service data and customer insights to spot recurring issues, reduce friction, simplify processes and identify sensible automation opportunities. In short, you'll help make technology easier for our customers and service delivery easier for the team.

What you'll be doing

• Provide day-to-day operational leadership of the service desk, including queue management, workload prioritisation, escalation management and informal coaching of team members.
• Deliver advanced technical support and act as a senior escalation point for complex incidents and service requests, maintaining ownership through to resolution.
• Monitor service performance, produce KPI reporting and use data-driven insights to identify trends, risks and opportunities for service improvement.
• Develop, maintain and continuously improve service desk processes, knowledge articles, technical documentation, training materials and support resources.
• Identify and implement service improvement and automation opportunities that enhance efficiency, customer experience and ICT service management practices.
• Administer and support ICT operational services, systems and platforms, while building strong relationships with customers, vendors and ICT stakeholders to deliver high-quality outcomes.

Skills and experience required

• Bring 2+ years' ICT service desk or technical support experience.
• Lead queue management, prioritisation and day-to-day service delivery.
• Coach and mentor others to build capability and service excellence.
• Apply advanced Microsoft 365 and end-user technology expertise.
• Drive service improvements through analysis, documentation and automation.
• Participate in an after-hours standby and call-out roster.
• Full driver's licence required for travel between Greater Wellington offices.

What we offer

• Work to suit your life and whānau through our flexible working policy.
• Learning and development opportunities, internal secondments and career progression.
• Your wellbeing is our priority - we'll provide medical and trauma insurance, support through our employee assistance programme, including Rongoā Māori partner providers, generous annual leave, along with Tangihanga leave and support.
• A workplace where you can bring your personal and cultural identity to the way you work.
• Social clubs, staff networks and a friendly, inclusive culture.
• Great working environments across our beautiful region.

Come help treasure and grow our rohe together

Our rohe and its lands, waterways, animals, plants and people can only grow stronger if they are nurtured.

To join our team is to step up and commit to playing an active part in this important mahi. That means restoring nature, connecting people and places, reducing environmental impacts and helping this rohe and its people prosper.

We are part of a collective movement alongside mana whenua and community members whose hopes for the future of this region are just as high as your own.

Our efforts across environmental management, public transport, flood protection, regional parks and water supply are interconnected and integral to treasuring our rohe and growing our future.

How to apply

Greater Wellington is proud to be a member of Te Uru Tāngata Centre for Workplace Inclusion. We value diversity and are committed to an inclusive, flexible and supportive workplace. We encourage candidates from all backgrounds and welcome the unique talent and experience you will bring to our team.

We are passionate about ensuring our recruitment processes are fair and equitable. Please let us know if you have any accessibility needs or adjustments so we can offer a recruitment process that is more accessible to you.

Click the Apply link to view the position description and apply with a cover letter and CV. All applicants must provide proof of eligibility to work in New Zealand, as sponsorship is not available for this position.

For further information: Daryna Shapkina, daryna.shapkina@gw.govt.nz

Applications close: 5.00 pm, 22 October 2026. However, we will be shortlisting applications as they come in and will interview as soon as possible to secure the right person.

Greater Wellington is an accredited Living Wage Employer. We're committed to making sure our people, including people in our supply chain, earn enough to meet life's basic needs, support their whānau, and participate fully in their communities.

The total remuneration for this position, including all benefits, is $80,696 to $121,043 per annum, with a midpoint of $100,870. Starting remuneration will depend on the skills and experience of the successful applicant.

Agency applications won't be considered at this time.