Service Desk Engineer

Service Desk Engineer

Sport NZ Ihi Aotearoa | Wellington

Are you passionate about technology and helping people use it well?

We’re looking for a customer-focused Service Desk Engineer to join our Information Technology team. You’ll provide responsive Tier 1 and Tier 2 support across the Sport NZ Group, helping colleagues resolve technical issues, build digital confidence and get the most from modern workplace technology.

This is a great opportunity to work across a diverse technology environment and support organisations that lead play, active recreation and sport in Aotearoa New Zealand.

About the role

Reporting to the Service Desk Lead, you’ll provide front-line support across laptops, mobile devices, Microsoft 365, Teams, Teams Rooms and end-user hardware. You’ll manage incidents and service requests from diagnosis to resolution while delivering a great customer experience.

You'll also:

• Provide Tier 1 and Tier 2 technical support across Sport NZ and HPSNZ.
• Troubleshoot issues in person, over the phone and remotely.
• Support Windows 11, macOS, iOS and Android devices.
• Assist with technology projects, deployments and service improvements.
• Maintain accurate asset records, knowledge articles and documentation.
• Support hardware provisioning and lifecycle management.
• Identify opportunities to improve processes, self-service resources and automation.
• Contribute to a collaborative and customer-focused IT team.

What you'll bring

We're looking for someone who combines strong technical capability with a genuine passion for helping people.

You'll ideally have:

• Experience providing Tier 1 and Tier 2 service desk, desktop support or modern workplace support.
• Experience supporting Microsoft 365 environments and end-user devices.
• Knowledge of Microsoft Entra ID, Exchange Online, SharePoint Online and Microsoft Intune (or similar platforms).
• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• The ability to manage competing priorities in a busy environment.
• A curious mindset and enthusiasm for learning emerging technologies, including AI-enabled tools.
• A relevant ICT qualification, industry certification or equivalent practical experience.

Please address the following questions in your cover letter when applying for this role:

Question 1 - Tell us about a difficult Service Desk issue that you personally owned from first contact through to resolution. What was the issue, how did you troubleshoot it, what decisions did you make, and what was the outcome?

Suggested limit: 250 words.

Question 2 - A user is frustrated because an issue is affecting an important piece of work and the cause is not immediately clear. How would you approach the situation, both technically and from a customer service perspective?

Suggested limit: 200 words.

Question 3 - Tell us about a recurring issue, inefficient process, or support problem that you helped improve. What did you identify, what actions did you personally take, and what difference did it make for users, the Service Desk, or the wider organisation?

Suggested limit: 250 words.

Why join us?

At Sport NZ, you'll be part of an organisation that helps create a healthier, more active and connected Aotearoa. We offer:

• A supportive and collaborative team environment.
• Opportunities to develop your technical skills and career.
• Exposure to a broad range of technologies and projects.
• Flexible working arrangements.
• The opportunity to make a positive impact through your work.

Applications close: Friday 19 September.

Please note we shortlist applications as they are received and may close applications early.