Service Desk Analyst

Job Description

Kia ora!

At Air New Zealand, we're accelerating our digital transformation journey with a bold vision to embed digital excellence within our organisation.

As a Service Desk Analyst, you’ll be the first point of contact for digital support at Air New Zealand, helping to keep our airline operations running smoothly. You’ll provide technical assistance to employees across the business, resolving digital issues and escalating when needed.

Our Service Desk operates 24/7, so you’ll be working on a rotating shift roster, including nights, weekends, and public holidays. If you enjoy variety, teamwork, and problem-solving, this is a fantastic opportunity to develop your IT career in a dynamic and supportive environment.

What You Will Bring to This Role

• A problem-solving mindset – you thrive on diagnosing and resolving technical issues, ensuring a great customer experience.
• A deep understanding of IT support environments – previous experience in a service desk, helpdesk, or IT support role will be highly beneficial.
• Excellent customer service skills – the ability to communicate clearly, professionally, and effectively with all levels of the organisation.
• Strong troubleshooting and analytical abilities – a methodical approach to identifying, diagnosing, and resolving IT incidents.
• Resilience in a fast-paced, 24/7 operational environment – you can manage multiple tasks, prioritise effectively, and perform under pressure.
• A collaborative approach – building strong relationships across digital teams to provide seamless IT support.
• A proactive attitude towards continuous improvement – identifying trends, recommending process enhancements, and contributing to knowledge sharing.
• Familiarity with IT service management frameworks – ITIL processes and experience with ticketing systems (e.g. ServiceNow) would be a plus.

What Can We Offer You

At Air New Zealand, you will be at the forefront of our digital journey, working in an exciting and dynamic environment where you can make a significant impact. We offer opportunities for growth and development, and the chance to help shape the future of one of the world’s leading airlines. Join us in driving Full Potential and be part of a world-class team leading the charge in digital transformation.

So, what are you waiting for? Take flight and apply today! 

Applications close on Friday 24 April. 

Additional Information

At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.

If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.

Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.

"Seek to bring distant horizons closer. Once near, seize them and make them your reality."