Service Desk Analyst

About the role

The Ministry of Education New Zealand is looking for a Service Desk Analyst to join its Wellington-based Digital Solution Support team. This permanent role is focused on delivering responsive, hands-on IT service desk assistance to internal staff across a broad range of business technologies.

You’ll be part of a team that supports the availability and service of systems, infrastructure, networks, and related processes so digital services can meet the needs of customers and stakeholders. The organisation is committed to improving education outcomes across Aotearoa, and values people who bring energy, curiosity, and a strong customer-first approach.

The role is based in Wellington, New Zealand, with onsite support required when needed.

What you’ll be doing

• Providing first-line support for complex incidents, service requests, and problems.
• Managing issues through phone calls, service portals, and walk-in support, with escalation where necessary.
• Contributing to better service delivery and incident management practices.
• Tracking incident patterns and raising recurring or high-impact issues appropriately.
• Handling user access setup and removal in line with access control requirements.
• Maintaining accurate records for incidents and requests, and flagging any data issues that could affect integrity.
• Supporting users with a wide range of technologies including Android and Apple mobile devices, remote access, Microsoft applications, desktop and application support, printing, Exchange, internet connectivity, hardware faults, and user security.
• Assisting onsite whenever operational needs require it.

What we’re looking for

The ideal candidate will be customer-focused, collaborative, and comfortable working in a fast-paced, high-demand environment. You should be proactive, solution-oriented, and eager to develop your IT capability further.

• Strong communication and interpersonal skills, with the confidence to work effectively with customers.
• A high level of attention to detail and a practical, solutions-driven mindset.
• Working knowledge of Microsoft operating systems, admin tools, and MS Office applications.
• Genuine interest in technology, with a willingness to learn and grow.
• Broad understanding of IT tools and how they support business operations.
• Ability to meet the Public Service Standards of Integrity and Conduct.

Salary

The salary band for this position is $60,879 to $72,999 per year, plus KiwiSaver. The appointed salary will depend on the selected candidate’s skills and experience.

Additional information

This is a permanent full-time opportunity advertised on 2 July 2026, with applications closing at midnight on Thursday, 9 July 2026.

Applicants are asked to submit a cover letter and resume. In the cover letter, the organisation would like to hear about your values, motivations, strengths, transferable skills, and the different perspectives you can bring to the role.

For more information or a confidential discussion, contact Hamesh Patel, Service Desk Team Leader, at [email protected].

If you need support or adjustments during the recruitment process, assistance can be arranged to help you participate fully.