Service Desk Analyst - Term Contract (Maternity Leave Cover)

Service Desk Analyst - Term Contract (Maternity Leave Cover)

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Banzpay is a customer centric Fintech that provides card issuing, transaction acquiring and a list of other payment related services to business-to-business customers in New Zealand and the Pacific Islands.

About this Role :

As a Service Desk Analyst, your role is pivotal in maintaining the seamless operation of our payment systems and ensures that we are delivering outstanding support to both our external B2B customers and to internal stakeholders. Your responsibilities will include promptly addressing and resolving of technical issues, ensuring minimal disruption to our operations. Moreover, you\'ll be at the forefront of delivering exceptional customer service, extending support to users through diverse communication channels. Your dedication to efficiency and excellence will be instrumental in upholding the high standards we set for our services, fostering positive experiences for all our stakeholders.

Key Responsibilities

Act as the primary point of contact for users and customers seeking support via phone, email, or ticketing system.

Manage incidents, changes, and problems in accordance with ITIL best practices, ensuring accurate categorization, timely resolution, and effective communication with stakeholders.

Take ownership of high-priority incidents, coordinating with internal and external teams to ensure rapid restoration of services and clear communication throughout the incident lifecycle.

Conduct root cause investigations for recurring or significant incidents and work with relevant teams to identify and implement preventive actions.

Process ATM disputes, card transaction chargebacks, and fraud-related requests in compliance with established procedures, SLAs, and scheme or regulatory timelines.

Monitor ticket queues, ensuring SLA adherence and consistent service quality.

Collaborate with cross-functional teams to support system enhancements, upgrades, and maintenance activities.

Prepare and deliver presentations, reports, and updates in meetings, occasionally hosting sessions to share incident reviews, service performance, or improvement initiatives.

Proactively identify opportunities to improve existing processes, recommending enhancements that increase efficiency, service quality, and user experience.

Use data analytics and reporting tools (e.g., Power BI) to generate insights, dashboards, and performance metrics related to service management and operational trends.

Skills & Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

2+ years of experience as a Service Desk Analyst or similar role (experience in the payment industry is highly desirable).

Familiarity with payment processing systems.

Strong knowledge and hands-on exposure to ITIL processes, including Incident, Problem, and Change Management.

Proven experience in high-priority incident coordination and root cause analysis.

Excellent communication and interpersonal skills with a customer-first approach.

Confidence in presenting, hosting, and contributing to meetings with both technical and non-technical stakeholders.

Ability to prioritize and manage multiple activities in a fast-paced environment.

Strong problem-solving skills, attention to detail, and a continuous improvement mindset.

Experience with ITIL practices, data analytics and reporting, particularly using Power BI.

What we bring in exchange :

We are a fast-paced company where you will be part of exciting projects and initiatives - no day is like the other. This is also a place where your efforts and initiatives won\'t go unnoticed.

We also bring :

Stylish office with an industrial edge and lots of space for collaboration, hard work and fun

Great location in Central Auckland close to public transport and plenty of great shops and eateries

Billiard, Table Tennis a bar and more

We have Friday drinks covered for you

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