Senior Service Desk Analyst

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.

Role Summary

The Senior 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

• am - 7.30pm 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

Microsoft 365 Administration – Practical experience managing M365 tenants across the M365 suite, including but not limited to user and licence administration across Exchange Online, SharePoint, Entra, OneDrive, and Microsoft Teams.

Hardware Support – Competence in diagnosing and supporting desktop and laptop hardware across various manufacturers.

Networking Fundamentals – Familiar with core networking concepts such as TCP / IP, DNS, DHCP, VPN, LAN, and wireless connectivity.

Incident Management – Understanding of ITIL-based service operations, including incident logging, triage, escalation, and resolution using ticketing systems.

Experience of using RMM patching tools.

Personal Attributes

Be an excellent communicator, keeping your colleagues and clients accurately updated.

Self-motivated, eager to learn and grow, and with the ability to work both alone and as part of a team.

Excellent problem-solving and analytical skills.

Positive working attitude and commitment to doing quality work.

An excellent personal time-manager with good prioritisation abilities.

Technical Certifications

The following certifications would be desirable, and candidate should be prepared to be on a personal development journey which will include the attainment of these and other Microsoft Certifications.

MS-102 – Microsoft 365 Administrator

Microsoft Azure – Broader familiarity with Azure services beyond the basics, or Azure workload configuration such as Azure hosted Servers.

Windows Server & PowerShell – Exposure to Windows Server environments and use of PowerShell for administrative or automation tasks.

VOIP / SIP Experience – Understanding of voice systems such as Microsoft Teams Voice and SIP-based platforms.

Endpoint Management – Basic knowledge of Microsoft Intune for device compliance, policy deployment, and remote support.

Security Awareness – Understanding of fundamental security principles, such as MFA, conditional access, secure password practices, and basic threat detection or response processes.

Location : Palmerston North, New Zealand

To be successful in this role you must possess the legal right to work in New Zealand.

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