Service Desk Analyst | Late Shift (11am start)

Service Desk Analyst | Late Shift (11am start)

HybrIT Services is a fast-growing Managed Service Provider with a simple goal; putting our customers first. We’re all about delivering great service, building strong relationships, and making sure quality always comes through.

Our clients range from large corporates to local SMEs, across sectors like finance, government, legal, and retail. With strong partnerships across the IT channel and a growing direct business, our team gets the chance to work on a wide mix of projects and technologies.

We offer a competitive salary and a collaborative, down-to-earth environment where you can grow both personally and professionally as part of an exciting, expanding business.

About the Role

The Service Desk Analyst role provides a front-line service to customers, delivering IT support within the managed services team. This is a very customer service-focused role, requiring the ability to empathise with customers and support colleagues. In this role, you will provide a high level of technical support across the business and customer base, working as part of a skilled team within a structured service desk.

This New Zealand–based role will primarily support the UK Managed Services Team by handling backup alerts and issues, system monitoring alerts, and owning and managing the patching of UK customer devices as well as scheduling and management / remediation of issues.

You would also be responsible for other UK non-standard customer required out-of-hours patching activities to ensure 24 / 7 operational coverage.

Hours

To support our UK Business - circa 11.00am - 7.30 pm NZ time. Subject to change based on daylight savings time.

Key Responsibilities

• Monitor and manage system alerts, including UK backup alerts, infrastructure monitoring alerts, and patching notifications, ensuring timely resolution or escalation.
• Investigate and resolve patching issues, coordinating with the UK team to maintain system compliance and uptime.
• Work with UK Service Account Management to plan and schedule patching
• Perform out-of-hours patching activities as scheduled or requested by the UK Managed Services Team.
• Day‑to‑day frontline IT support up to 2nd line for end users, providing first contact fix where possible
• Administer and optimise cloud services such as Microsoft 365 (Exchange Online, SharePoint, Entra, Teams) and Azure workloads, alongside on‑premises server and Active Directory environments.
• Provide advanced network troubleshooting, including TCP / IP, DNS, DHCP, VPN, and wireless connectivity diagnostics.
• Logging and triaging incidents and service requests from customers received via telephone, email and customer portal (current ticketing tool is Halo)
• Maintain high levels of service in line with SLAs and KPIs
• Work within ITIL framework for incident, service request, problem and change management
• Managing escalations through to timely completion.

Experience

The ideal candidate will have experience working for an IT Managed Service Provider or in a busy service desk environment as part of their most recent role, ideally with exposure to system monitoring, backup management, or patch management tasks.

Core Knowledge

Personal Attributes

There’s plenty of room to grow at HybrIT. You can specialise in areas like Azure, Security, or Networking, and if you’re proactive and keen to learn, you’ll have the chance to move into more hands‑on consultancy work.

Location

Palmerston North, New Zealand

To be considered for this role, you must currently possess the legal right to work in New Zealand.

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