IT Help Desk Support Analyst

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BGIS is seeking an IT Helpdesk Support Analyst in Wellington to provide first line support, troubleshoot hardware, software and network issues, and manage user accounts (Active Directory, Microsoft 365, Azure AD) while keeping assets and the knowledge base current. You’ll log requests in ITSM, prioritise to meet SLAs, and explain solutions in clear, non-technical terms to staff, collaborating with IT teams. The ideal candidate has 1 to 2 years of IT support experience, strong problem solving and communication, and a customer focused mindset with the ability to work under pressure and adapt to change, onsite with potential hybrid after onboarding. To apply, tailor your CV to highlight ticketing, AD/M365/Azure AD experience, and customer service outcomes, confirm NZ working rights, and show alignment with BGIS values of diversity and service excellence.

IT Helpdesk Support Analyst – Wellington
Location: Wellington, New Zealand
Company: BGIS, IT Services Division
Employment Type: Full-Time, Permanent, On-Site (with potential hybrid flexibility)

Purpose of the Role

BGIS is seeking an IT Helpdesk Support Analyst to provide first-line technical support and deliver exceptional customer service to end-users across the organisation. Reporting to the Director, IT Infrastructure and Service Management, you will ensure smooth IT operations by troubleshooting, resolving issues, and maintaining IT assets while driving a culture of collaboration and service excellence.

The ideal candidate will be a proactive problem solver with excellent communication skills, a strong customer focus, and a passion for technology.

Key Responsibilities

• Provide first-level technical support through tickets, email, phone, and live chat.
• Diagnose and resolve hardware, software, and network issues (Wi-Fi, VPN, LAN).
• Manage user accounts and permissions (Active Directory, Microsoft 365, Azure AD).
• Assist with deployment, configuration, repair, and tracking of IT assets.
• Log and prioritise requests using IT Service Management (ITSM) tools, meeting SLAs.
• Collaborate with IT teams and communicate solutions clearly to non-technical staff.
• Maintain accurate documentation and update the knowledge base.

Education, Experience & Skills

Essential:

• 1–2 years’ experience in IT support (internships or volunteer roles also considered).
• Knowledge of helpdesk ticketing systems and enterprise IT environments.
• Strong problem-solving skills, attention to detail, and communication abilities.
• Ability to manage time effectively under pressure and adapt to changing needs.
• Customer-focused with patience and empathy.

Desirable:

• Associate or Bachelor’s degree in IT, Computer Science, Networking, or similar.
• Certifications such as CompTIA A+, Network+, or ITIL Foundation.
• Experience supporting enterprise systems and networks.

Workplace Flexibility

This role is based on-site in Wellington, with potential for a hybrid arrangement after the initial onboarding period.

Why Join BGIS?

Key Benefits Include:
✔ Career development and training opportunities.
✔ Competitive salary and benefits package.
✔ Supportive and collaborative team culture.
✔ Opportunity to work with global clients and critical infrastructure.
✔ Focus on sustainability and innovation.
✔ Employee assistance and wellbeing programs.

How to Apply

If you are a proactive and customer-focused IT professional looking to grow your career, we’d love to hear from you!

BGIS is an equal opportunity employer and strongly encourages applications from women, Māori and Pasifika peoples, LGBTQ+; individuals, and people from culturally diverse backgrounds.

Eligibility: Applicants must have full working rights in New Zealand.

Apply Now and become part of a workplace that values diversity, innovation, and operational excellence. Explore more opportunities at https://apac.bgis.com