Senior Service Desk Analyst

Be among the first 25 applicants

Company Description

The purpose of the Digital Services Unit is to support business units to improve customer service, community outcomes and organisational performance via Digital enablement. But it's not just about technology; it's about people – fostering a culture of problem solving, proactivity, and agility.

Job Description

He angituutanga : The opportunity

We’re seeking a proactive and customer focused Senior Service Desk Analyst to join our dynamic team. You will be part of the team responsible for providing front‑line 1st and 2nd level support to elected members and employees of Hamilton City Council. In this senior role you will help ensure that the team enables the business to provide uninterrupted services to our community and customers of HCC and our workforce remains productive. You will work closely with the Service Desk Manager and team as we look to continuously improve on the service we provide our customers. There are plenty of opportunities! You will be actively involved in the various initiatives that the Service Desk are delivering as either a leader, or member of those initiatives. This is a key element of the role and will provide you the opportunity to work with lots of really good people across the Council’s diverse departments.

Key Responsibilities

• Reviewing, analysing, and resolving incidents and service requests in line with business priorities and impact.
• Ticket triaging is achieved accurately and within SLA.
• Communicating clearly with users about the status and resolution of issues and outages.
• Advocating for users by ensuring issues and enhancements are prioritized according to business outcomes.
• Applying problem and priority incident management procedures to identify root causes, communicate with stakeholders, and restore services.
• Keeping system documentation and knowledge base articles up to date, and communicating effectively with users and Digital Services.
• Supporting the DS Service Desk Manager, including acting on their behalf when required.
• Acting as a further escalation point for unresolved or escalated calls.
• Providing technical leadership to a Service Desk team alongside your fellow Senior SDA.
• Helping the DS SDM champion and support the team, provide guidance and leadership.
• Helping deliver a robust and effective induction program for the Service Desk team.
• Helping deliver a robust and effective training program for the Service Desk team promoting growth and capability.
• Actively contributing to or taking the lead in mini projects as required.
• Growing Service maturity through proactively driving continual service improvement, especially in regard to :

our ITSM tool and the Customer Service Portal

This is a full‑time position, with flexible start and finish times and the option to work remotely one day a week.

Qualifications

Additional Information

He aha te wariu o te utu kaimahi?

Salary

Circa $93K dependent on skills and experience.

Benefits

Apply Now!

Applications close on the

19 / 11 / 2025

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Civic and Social Organizations

EEO Statements

Council is committed to honouring the principles of Te Tiriti o Waitangi / Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa. All candidates will be notified of the outcome on their application via email. Short‑listed candidates will be required to complete an interview process, reference checks and a criminal check. Further background checking will be required when relevant to the role. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking here. It is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met. As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings. This role is being sourced directly. If / where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.

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