06 August 2025
Service Desk Analyst
August 6, 2025
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About the Role:
Looking for a role where you can truly make a difference? At the Heart Foundation, they’re passionate team driven by one purpose: to stop all people in New Zealand dying prematurely from heart disease and enable those with heart disease to live full lives.
As the Service Desk Analyst, you’ll provide essential IT support to keep systems running smoothly, ensuring staff can focus on delivering critical services. From troubleshooting hardware/software issues to onboarding new users, you’ll be the backbone of our client’s IT operations, working with tools like Windows, Microsoft 365, networking, and cloud infrastructure environment.
Who We’re Looking For:
You’re a customer-focused problem-solver who breaks down tech concepts with clarity and patience. You will work well under pressure, adapt quickly and prioritise effectively. A natural collaborator, you build trust across teams and
thrive in inclusive cultures. Organised and proactive, you don't just fix issues - you improve systems and strengthen user confidence.
Key Responsibilities:
● Be the go-to for IT queries via phone, email, or in-person, resolving or escalating issues.
● Troubleshoot hardware, software, and network problems, including root cause analysis.
● Install, configure, and maintain IT equipment like workstations, printers, and scanners.
● Support user onboarding/offboarding, account setup, and system training.
● Perform system maintenance, updates, and backups for optimal performance.
● Manage ITSM platform tickets, ensuring accuracy and timely resolution.
● Create help sheets and FAQs for user self-service.
● Collaborate with IT, Shared Services, and external vendors on technical solutions.
● Stay current with IT trends and maintain CPR certification per company policy.
Key Requirements:
● Solid IT experience (Windows, Microsoft 365, troubleshooting hardware/software).
● Strong grasp of networking, cloud infrastructure, and IT security best practices.
● Top-tier customer service and communication skills—make users feel heard.
● Thrive under pressure, juggle tasks, and hit deadlines like a pro.
● Organized, detail-oriented, and great at building rapport.
● Highly Desirable: Experience with Azure AD, Teams, SharePoint, Intune, Autopilot, or ITSM tools like Jira.
What you’ll get in return
- A meaningful role
- A supportive and inclusive team
- Competitive salary
- Extra paid day off each year for Heart Foundation Day
- Five weeks’ annual leave (pro-rata) after two years
- Paid sick leave from day one
- Wellbeing platform discounted health insurance
- Ongoing learning and training in areas like heart health, hauora, and cultural awareness
- Make real impact and work for organization with a purpose
- Work with modern systems (Azure, M365, cloud infra) in a supportive team
- Convenient Auckland central location!
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