Service Desk Analyst

SAS IT is a well-established Managed Service Provider based in Greenlane, proudly celebrating 50 years of delivering exceptional IT solutions. As we continue to grow, we are expanding our Service Desk team. Our 24/7 Network Operations Centre provides round-the-clock support to organizations across New Zealand and Australia. In addition, we manage and support Colocation data centres throughout both countries, ensuring reliable and efficient IT services for all our clients. We are seeking a motivated Service Desk Analyst to join our dynamic IT team. As the first point of contact for our users, you will play a critical role in providing high-quality technical support, troubleshooting, and solutions to ensure smooth IT operations across the organization. Key Responsibilities: Ø First-line Support: Provide timely and accurate technical assistance for hardware, software, and network issues via phone, email, or chat. Ø IT Service Management: Deliver seamless management of Incidents, Service Requests, Problems, Changes, Configurations, Assets, and Desktop Support through the effective use of ITSM tools and standardised processes. Ø Troubleshooting: Review, diagnose, manage and close all assigned tickets within SLA. Answer inbound support calls and log tickets into our Helpdesk system Ø User Training: Assist users with understanding IT processes, tools, and troubleshooting procedures. Ø Documentation: Maintain detailed records of user issues, solutions, and procedures for knowledge base articles. Ø Continuous Improvement: Collaborate with the Operations team to improve service delivery and contribute to optimizing IT processes. Ø Shift work requirement: Shift coverage required as part of the role.

SAS IT is a well-established Managed Service Provider based in Greenlane, proudly celebrating 50 years of delivering exceptional IT solutions. As we continue to grow, we are expanding our Service Desk team. Our 24/7 Network Operations Centre provides round-the-clock support to organizations across New Zealand and Australia.