Service Desk Support Analyst

UP Education is a leading Australasian dual-sector education group, delivering foundation, vocational and higher education to domestic and international students. At UP Education, we are on a mission : to elevate and empower students to unlock their potential. Known for our agility, and responsiveness to the changing world.

What sets us apart from other tertiary providers? It is, quite simply, our people. Our teams come from a wide range of educational and cultural backgrounds and offer a broad diversity of professional experience. But we all have one thing in common – we are all firm believers in the power of education to transform lives and they all have the drive to make a significant impact in the communities with which they work.

We believe learning should be defined by the exceptional and at UP Education we have an ongoing commitment to the development of our staff. To find out more about us, please visit this site :

Service Desk Support Analyst

Location : Auckland

Full-time | Permanent | Hybrid

About The Role

As a Service Desk Support Analyst, your primary responsibility will be to provide remote support to users and systems, resolving incidents and fulfilling service requests to ensure that both staff and students can effectively access and use IT systems and services. Additionally, you will be deployed to client locations to address issues that require a physical presence, such as hardware installations, reimaging student lab machines, network troubleshooting, student orientation day support or other hands-on tasks.

This is a permanent full-time role. Work will be hybrid (1-2 days WFH), and will be based in our Ponsonby office or onsite at one of our Auckland campuses to carry out any onsite support when required.

Key Responsibilities Include

• Technical Support & Ticket Management : Support ticket triage, resolution or escalation during NZ or AU business hours by accurately categorizing their priority level and support type : Incident, Problem or Service Request.
• Provide technical support and assistance to clients experiencing a range of IT related issues in a timely manner via phone, helpdesk ticketing and remote support channels.
• Taking ownership of problems by providing regular updates back to clients on resolution progress.
• Arranging repairs or replacement of equipment as necessary.
• Regularly contribute to the IT support knowledge base about known solutions to issues.
• Maintain appropriate records of IT equipment in the asset register.
• Any other duties or responsibilities assigned by line manager and / or IT leadership.
• Resolve tickets in a timely manner to meet SLAs.
• Take ownership of problems and see them through to resolution.

Staff Onboarding & Offboarding

Documentation & Knowledge Sharing

Onsite Support (as required)

Qualifications

About You

We are looking for a skilled and proactive IT support professional who thrives in a dynamic environment. You will have a good technical background and a passion for delivering excellent service.

Ideally, you will have the following skills and attributes :

Why work with us

Our application process : To apply for this position, please submit your resume and a cover letter detailing your relevant experience and interest in the role.

We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.

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