IT Support Analyst

JobsCloseBy Editorial Insights

Whakarongorau Aotearoa is seeking a customer focused IT Support Analyst to provide level 1 and 2 support in a hybrid Auckland role. You will manage incidents and requests, maintain the knowledge base and help minimise downtime during outages. Core duties include desktop and application support, root cause analysis and device deployment, with platforms such as Spectrum CRM, CXone and SharePoint. Ideal candidates have a relevant IT qualification or 1+ years in application support, strong communication and a collaborative, proactive mindset with a commitment to equity for Māori and Te Tiriti o Waitangi. If not a perfect match, apply anyway; tailor your resume to show incident handling, platform experience, and willingness to learn.

Company Description

To tatou tikanga | Our Culture

Our kaimahi (workers) are passionate and driven to contribute to better health outcomes for Kiwis across Aotearoa, with a focus on high priority populations. We are focused on hiring kaimahi (workers) who live and work in the communities they support.

Whakarongorau Aotearoa (Whakarongorau), is committed to understanding and improving mana taurite (equal status). This starts with the understanding of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa.

We are committed to ensuring our workforce reflects the community we support.

Ko wai mātou | About us

Whakarongorau a social enterprise, is a digital health and social services organisation with a proven record of connecting people seamlessly with care when they need it.

Whakarongorau has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa. We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need.

We use our healthy imagination to solve big problems by understanding the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up.

Job Description

Mō tēnei tūranga | About the role

The IT Support Analyst role provides level 1 and 2 support to Whakarongorau Aotearoa internal business users across New Zealand. With a primarily technical focus, the role provides end user support for all hardware, software applications and peripherals, servicing all users based in our national offices as well as those working remotely.
The role is responsible for incident and request ticket management, improving our current knowledgebase and providing outstanding customer service to our kaimahi.

Ngā haepapa matua | Key responsibilities

• Provide responsive desktop and application support, ensuring a great customer experience
• Prioritise and resolve incidents and requests, escalating when needed
• Proactively reduce recurring issues and suggest solutions
• Manage deployment of laptops, desktops, thin clients, and mobile devices
• Support major incidents, outages, maintenance, and software releases to minimise downtime
• Investigate and resolve root causes of application errors
• Escalate risks and maintain records of configuration changes and updates
• Document incidents, problems, changes, and contribute to the team knowledge base
• Continuously develop understanding of IT systems, business applications, and Whakarongorau frontline services
• Build expertise in key platforms such as CRM (Spectrum), CXone, HL7, and SharePoint

Ngā hua mōu | What's in it for you

• Enjoy a supportive, hybrid working environment with regular work-from-home days each week
• Benefit from birthday leave and a half-day off every month to prioritise your wellbeing
• Access exclusive discounts with Boost and Samsung
• Bring your furry friend to our dog-friendly office
• Be part of a collaborative team working towards better health outcomes for all of Aotearoa

Qualifications

Pehea koe | About you

Ōu wheako ōu mātauranga hoki - Qualifications and experience

• Bachelor’s degree in Software Engineering, Computer Science, IT, Information Systems, or a related field (desirable)
• 1+ years’ experience in application support or a related IT role (desirable)
• Proven IT and customer support experience with a proactive approach to service improvement
• Familiarity with call centre technologies including CRM platforms and contact centre solutions
• Excellent communication skills with the ability to simplify technical concepts and connect with diverse users
• A collaborative team player with strong problem-solving and analytical skills
• Flexible and driven to enhance IT services across Aotearoa
• Passionate about continuous learning and supporting team development through training

Ōu āheitanga ōu pūkenga hoki - Skills and competence

• Commitment to equity for Māori tangata whai ora and priority populations in Aotearoa
• Strong understanding and application of Te Tiriti o Waitangi
• Excellent communication skills with the ability to simplify technical language
• Collaborative team player with strong problem-solving and root cause analysis skills
• Knowledge of software development, scripting, and automation
• Solid understanding of SQL Server databases, including SQL jobs and ETLs (desirable)
• Awareness of innovation in application design and a passion for self-development
• Experience supporting core services and applications:
  • Windows, iOS, and Android
  • Microsoft 365 Suite
  • Active Directory (On-Prem and Azure)
  • CXone telephony suite
  • CRM and contact centre platforms
  • Azure Virtual Desktop Infrastructure

If you are excited about this role and think you have what it takes, but your experience doesn't align 100%, we still want to hear from you and would encourage you to apply.

Additional Information

Ō tātou uara | Our values

Our values underpin all we do, and how we do it. We are looking for people who align naturally with these values and will champion them:

• Mahia te mea tika / Do the right thing
• Hihiri e te kounga / Motivated by quality
• Ngākau nui ki te pai ake / Passion for better
• Pokohiwi ki Pokohiwi / Shoulder to shoulder