Kaitautoko Kaitātari | Support Analyst

We are seeking a Support Analyst based in Te Whanganui-a-Tara | Wellington.

So that the foundations of ancestral lands may be solid, benefitting Māori from our past, present and future alike. This is Te Tumu Paeroa, guardian, support and advancer of the mana of Māori land everywhere.

He angitūtanga : About the Role :

Joining us as a Kaitautoko Kaitātari | Support Analyst you’ll be the first point of contact for Helpdesk Services, ensuring our team has the tools and tech support they need to thrive. You’ll coordinate and deliver Level 1 support with efficiency and care, while also shaping our knowledge base - keeping it fresh, relevant, and user-friendly. From refining existing articles to creating new content based on feedback and emerging trends, your contributions will directly enhance the digital experience across Te Tumu Paeroa.

Day-to-day responsibilities will include :

• Triaging and prioritising helpdesk requests and ensuring they’re directed to the right IT team member for swift resolution
• Responding to user queries and resolving helpdesk tickets promptly, with a focus on clarity and care
• Analysing and troubleshooting software and hardware issues to keep our systems humming
• Providing clear, thorough documentation for every ticket, ensuring transparency and continuity
• Managing requests through our Help Desk tracking system, making sure every case is updated, followed through, and resolved within agreed service levels
• Proven experience at Level 1 Help Desk
• Certifications and / or experience with the Microsoft suite, including M365, Microsoft Dynamics CRM, Business Central, and SharePoint
• Strong organisational ability to prioritise conflicting demands in a busy environment
• Excellent skills in relationship management and customer service
• Ability to work well as part of a high performing team
• Eligibility to work in New Zealand is essential
• Pae Tahi- Te Whakahua | A desire and ability to practise correct pronunciation of Te Reo Māori (essential).
• Pae Tahi- Nō Ia Rā | An understanding and living of Tikanga Māori on a day-to-day level, for example, the removing of shoes before entering a whare, washing hands at the urupa and not sitting on tables (essential)

Keeping our values close at hand, top of mind and always in the heart. Kia Mau!

We are a tight-knit bunch, passionate about supporting Māori landowners to protect and enhance their land.The expertise and fresh perspectives you bring will be valued highly, and will be critical in enabling our vision.

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