Service Desk Analyst | Hamilton

Ignite Waikato Limited is a Partner of Spark in Hamilton.

We specialise in the design, procurement, implementation, and support of corporate ICT infrastructure solutions including those delivered via the cloud.

We are looking for an experienced Service Desk Analyst to join our team in Hamilton.

About the Role

This is a full-time permanent position responsible for delivering Service Desk services to our customers and continually improving the quality of our service delivery practices.

The Service Desk Analyst plays a key role in maintaining the health and performance of end-user devices, software and peripheral technologies while delivering an exceptional customer experience

What you'll do for us

• Provide first-level technical support and incident resolution.
• Manage, prioritise and respond to incidents, service requests and customer enquiries.
• Troubleshoot end-user device, application and connectivity issues.
• Ensure incidents, problems and service requests are accurately logged within the Service Management System.
• Maintain regular communication with customers regarding progress and resolution timeframes.
• Escalate incidents to second and third-level support teams where appropriate.
• Monitor and manage Service Desk queues and shared mailboxes.
• Support user account management, provisioning and access-related requests.
• Maintain asset management records and configuration information.
• Contribute to knowledge management and maintain documentation standards.
• Support change management, configuration management and service improvement activities.
• Work collaboratively with internal teams, customers and technology partners to achieve positive outcomes.
• Ensure adherence to customer, company and security policies and procedures.

What you'll bring in your Kit bag

• Minimum 2 year's experience in the IT industry.
• Previous experience in a Service Desk, Desktop Support or End User Support role.
• Minimum 3 year's experience in customer-facing service environments.
• ITIL Foundation certification or equivalent experience.
• Strong problem-solving and troubleshooting capability.
• Excellent verbal and written communication skills.
• A customer-first approach and a commitment to service excellence.
• The ability to manage competing priorities in a fast-paced environment.

Proficiency across the following areas:

• Microsoft Windows Desktop Operating Systems
• Microsoft 365 Applications
• Outlook, Teams and Microsoft Office
• Active Directory User Administration
• DNS, DHCP and Printing Services
• Device Hardware and Peripheral Support
• User Account Administration and Moves, Adds & Changes
• Endpoint Troubleshooting and Support
• Remote Support Tools
• Basic Application Delivery Technologies (RDS and Citrix)
• Backup and Recovery Concepts
• IT Service Management Processes
• Documentation and Knowledge Base Management

Experience supporting Microsoft cloud services, endpoint management solutions and modern workplace technologies would be advantageous.

However, soft skills and a willingness to learn are more important.

Why us:

Ignite NZ is a partner ofSpark. We specialise in the design, procurement, implementation, and support of corporate ICT infrastructure solutions including those delivered via the cloud, to Spark Customers.

Support for you:

• We can support you and your family to relocate as we know moving cities is a challenge.
• We have a strong sense of culture working in the office and a Working from Home policy that is aligned with how we work.
• A competitive remuneration package.

Application Process:

Any applicant must have NZ residency or a current valid NZ work visa and currently reside in New Zealand and be available for an interview in person.

Applications from outside New Zealand will not be considered or responded to unless they are submitted via an approved recruiter or immigration specialist.

Please submit your CV and a covering note about the role you are applying for via Seek before close of business on Friday 18th of September 2026 and if suitable, we'll send you back the related position description.