Service Desk Analyst - Perm Part Time

About Us

Intelliworx is a fast-growing MSP with offices in Sydney, London, Chicago, Auckland, and Manila. We provide small and mid-tier enterprises and multinational clients with design, management, cybersecurity, and support for their information technology infrastructure. We are a cloud-first organisation, building our solutions around Microsoft's extensive cloud offering, including M365 and Azure.

We are currently expanding our team to accommodate exceptional business growth.

About the Job

You are the first line of the Auckland weekend desk. You keep the queue moving, handle the routine work well, and get the hard problems in front of the Shift Lead quickly.

This is a genuine entry point. We are looking for someone early in their career who wants to end up in a weekday engineering seat, and we will build the path deliberately.

This role blends technical depth with client-facing professionalism and a commitment to continuous improvement.

Key Responsibilities

• Work the first-line queue: log, categorise and triage incoming tickets accurately.
• Respond to monitoring and alerting events, resolving what is in scope and escalating what is not.
• Handle account and identity administration — user creation, password resets, MFA, group membership, licence assignment.
• Verify patching and backup outcomes and raise exceptions to the Shift Lead.
• Keep tickets moving and keep clients informed of progress in plain, professional language.
• Escalate to the Shift Lead against defined thresholds. Escalating early is expected, not a failing.
• Contribute your open items to the end-of-shift handover notes.

The following skills are REQUIRED:

• Six to twelve months in IT support, or a relevant qualification, apprenticeship or traineeship.
• Working knowledge of Microsoft 365 administration — users, licences, groups, MFA.
• Clear written communication and a methodical approach to logging what you have done.
• Willingness to be coached remotely and to ask for help early.
• Reliable. This roster only works if people turn up.

The following skills are desirable:

• MS-900 or AZ-900 certification.
• Any prior exposure to a ticketing or PSA platform.
• Interest in progressing into a weekday engineering seat — this role is designed as a route in.

What Good Looks Like in Your First 90 Days

• First two weekends: tooling access, ticket logging standards, and the escalation thresholds.
• By weekend four: triaging the first-line queue independently and clearing routine account and licensing work.
• By weekend eight: handling monitoring alerts within scope and contributing usable handover notes without prompting.

Intelliworx has an ongoing commitment for its team to demonstrate excellence in their professional practice. Training and development requirements are set quarterly and include Microsoft Certifications, internal training, and external courses. These are all designed to assist our team members grow in their roles and contribute to Intelliworx meeting its organisational accreditations. A requirement of this role is a commitment to prioritise and complete these quarterly goals. Resources required for you to achieve these will be provided by our Training and Development team.

Why Intelliworx?

We live our values every day:

Hardworking – We roll up our sleeves and get things done

Rapport – We understand everyone has a job to do and it matters

Approachable – We're here for a chat or to lend a hand

Insightful – We know our stuff and love sharing our knowledge

Fun – Fun that embraces everyone's story and journey

PLEASE NOTE: Only short-listed candidates will be contacted. Applicants must have full working rights in New Zealand.