Service Desk Analyst

Service Desk Analyst

National Support Office - Auckland

Mō te Tūranga | About the Role

This is an opportunity for a customer-focused IT support professional looking to grow their career in a large, purpose-led healthcare environment.

As a Service Desk Analyst, you’ll provide support to Southern Cross Healthcare teams across Aotearoa, helping our people access the systems, tools, and technology they need to deliver high-quality patient care.

You’ll be the first point of contact for digital service requests and incidents across phone, email, and in-person channels. Working as part of our Digital Services team, you’ll take ownership of in-person and support calls from logging through to resolution, while gaining exposure to enterprise technologies, user provisioning, application support, hardware, mobile devices, remote support, and project deployment work.

This role offers strong development potential for someone who enjoys solving problems, building relationships, and growing their technical capability in a supportive team environment.

Ngā pūkenga me ngā wheako | Skills and experience

To be successful in this role, you’ll bring:

• Previous experience in an IT service desk or technical support role.
• Ideally 3+ years’ experience in a corporate or enterprise environment
• Working knowledge of Active Directory, Azure, PowerShell, Windows 10/11, Microsoft Office, Microsoft 365, printing, networking, remote desktop support tools, email services, mobile devices, business applications, and hardware support.
• Confidence providing Level 1 and Level 2 support across a broad range of desktop, application, hardware, and user access issues
• Strong communication skills, with the ability to explain technical issues clearly to non-technical users
• A customer-first approach, with a genuine interest in helping people and building relationships quickly
• Experience logging, managing, escalating, and resolving incidents, service requests, and problem tickets
• An understanding of ITIL and service management best practice

Experience with ServiceNow and previous exposure to a hospital or healthcare environment, would be highly regarded.

Ngā mea ka taea e mātou te tuku I a koe | What we can offer you:

• Technical Growth: Build your technical capability across a wide range of enterprise systems, technologies, and national support environments.
• Purpose-led work: Play a practical role in supporting the technology that enables high-quality patient care
• Health & Wellbeing: Funded health insurance, wellbeing programme, and generous Christmas/New Year breaks
• Learning & Development: Develop your technical skills through SCH-funded training, courses, and ongoing professional development.

Ko wai matou | Our Organisation

At Southern Cross Healthcare, our purpose is clear: to advance quality healthcare across Aotearoa New Zealand. Our values shape everything we do:

• Care First – We lead with compassion, delivering care that’s deeply human through genuine manaakitanga.
• Better Together – Collaboration is our strength. We unite diverse skills and perspectives to create better outcomes for all.
• Pursue Excellence – We strive to improve, innovate, and excel every day—never settling, always aiming to deliver our best.

We’re proud to bring together over 4,000 skilled professionals—including 2,000 nurses and anaesthetic technicians—working alongside more than 1,200 specialists, surgeons, anaesthetists, and allied health experts. Together, we’re one of Aotearoa New Zealand’s largest and most trusted healthcare providers.

Driven by a strong ‘for purpose’ ethos, we think beyond financial quarters—planning for generations to come.

Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity, and inclusion.

We honour Te Tiriti o Waitangi and foster a culturally safe environment that reflects manaakitanga and values the unique perspectives of our people. Our core value, Better Together, guides our goal to build a workforce that mirrors the diversity of Aotearoa New Zealand.

If you have specific needs or would like to discuss how we can support you, please contact our Talent Acquisition team at for a confidential conversation.

Haere mai, ā, mā te mahi tahi ka whai wāhi ki tētahi mea whai take, ka āwhina i ngā tāngata ki te whai oranga mā te whakaaro anō ki te tautiaki hauora

Join us, and together, each of us can be part of something important, helping people live their best lives by reimagining healthcare.

For a copy of the Job Description visit service-desk-analyst---position-description.pdf