Service Desk Analyst

About Mercury

Mercury is a forward-thinking company committed to delivering energy and telecommunications services to the people of New Zealand, powering more Kiwis than any other provider. The organisation champions renewable energy and sustainability as core to its mission, aiming to connect people and places today while securing a better tomorrow for communities and the country.

Role Overview

The Service Desk Analyst will serve as the approachable and knowledgeable first contact for all IT-related issues within Mercury. This on-site position based at the Newmarket corporate office involves providing first-level technical assistance to employees via multiple channels, including phone, Slack, email, and a digital service portal. Key duties involve troubleshooting a broad range of hardware and software problems, managing user onboarding, resolving support tickets with a customer-focused approach, and maintaining smooth IT operations through direct support and collaboration.

Responsibilities

• Offer first-line support for technical hardware, software, systems, and applications challenges.
• Utilise Jira Service Management to monitor, manage, and promptly resolve Service Desk tickets, ensuring positive experiences for staff.
• Efficiently investigate and escalate technical incidents to specialised teams when necessary.
• Perform new user setup, handle hardware and software deployment, and keep accurate asset records up to date.
• Contribute actively to the internal Knowledge Base and engage in continuous improvement of support processes.

Required Skills and Qualifications

• Prior experience working within a Service Desk or IT Support role, or a combination of technical abilities with customer service expertise.
• Strong proficiency with Microsoft technologies including Windows operating systems, Active Directory, Exchange, and Group Policy administration.
• Exceptional communication skills with an approachable, clear, and helpful demeanor.
• Understanding of IT Service Management principles or ITIL framework.
• Demonstrated problem-solving skills with meticulous attention to detail.
• A proactive mindset marked by curiosity and eagerness to learn and grow professionally.

Additional beneficial qualifications include Computer Engineering studies, ITIL Foundation certification, or being a Microsoft Certified Professional.

Benefits and Perks

• Five extra days of annual leave (MyDays) provided yearly.
• A one-time tax-free payment of $400 for home office setup.
• A diverse and inclusive work environment that values unique talents and capabilities.
• Annual salary reviews and comprehensive parental leave policies with options to purchase additional leave.
• Career development prospects associated with working at a leading multi-utility service provider in New Zealand.
• Discounted private health insurance and complimentary life and income protection insurance.
• Robust well-being programs including up to $100 annually for health checkups and access to confidential assistance services.
• Supportive leave policies such as gender affirmation leave and bereavement leave inclusive of losses of close relations and pets.

Additional Notes

Mercury fosters a learning culture focused on employee growth through various development opportunities, encouraging innovation and agility in the workplace. The company embraces diversity and encourages applicants from varied backgrounds who align with the skills and interests for the role.