Service Desk Analyst

About Radius Care

Radius Care is a New Zealand-based healthcare organization specializing in aged care and disability support. Operating with 25 locations nationwide, it employs over 1800 staff members and provides professional aged care services to more than 1700 residents, positioning itself as a leading healthcare provider in New Zealand.

Role Details

This position is located at the Radius Support Office in Parnell, Auckland, with a typical schedule of 40 hours per week from Monday through Friday. Occasionally, work outside of standard business hours may be required to handle urgent incidents, maintenance, or system upgrades. Radius Care does not sponsor work visas for this role.

Key Responsibilities

• Serve as the initial point of contact for IT support requests via phone, email, and ticketing systems.
• Diagnose and resolve routine hardware, software, MS365, access, and connectivity issues promptly and efficiently.
• Accurately log, prioritize, categorize, assign, and monitor tickets following established service levels and escalation protocols.
• Provide both remote and onsite support for desktops, laptops, mobile devices, printers, and peripherals.
• Escalate unresolved or critical issues to appropriate internal teams or external vendors.
• Adhere to IT security policies by verifying user identities, recognizing potential security concerns, and promptly escalating as needed.
• Create and maintain clear knowledge base articles, user guides, and other support documentation.
• Assist in managing the mobile phone fleet and related user support requests.

Candidate Requirements

• Previous experience in a service desk, help desk, or customer support role.
• Competence supporting Windows desktop operating systems and Microsoft 365 applications.
• Familiarity with ticketing systems and meeting service level objectives.
• Strong communication, interpersonal, and customer service abilities.
• Capability to articulate technical information clearly to users.
• Proven troubleshooting, inquiry, and problem-solving skills.
• A customer-first mindset with a genuine interest in assisting people.
• Clear verbal and written communication skills with a professional telephone manner.

Employee Benefits

• Bi-weekly salary payments with fixed working hours.
• Access to discounts and benefits through the staff app.
• Work in a modern, open-plan office featuring an excellent kitchen.
• Complimentary barista coffee available on Mondays.
• Supportive and friendly team environment.
• Access to an Employee Assistance Programme (EAP) for wellbeing support.

Additional Information

Radius Care promotes equality and diversity in its workforce. It commits to providing equal employment opportunities, career development, and a safe, healthy workplace environment. All applications are welcome regardless of gender, ethnicity, marital status, age, disability, sexual orientation, or religious beliefs, valuing the diverse experience applicants bring to the organization.