About the role

About the company:

Our client is a well-established organisation with a modern Microsoft-based environment and a strong focus on service excellence. You’ll join a collaborative IT team that supports a diverse end-user base. 

The opportunity:

As a Senior Service Desk Analyst, you’ll be the escalation point for complex incidents and requests, providing high-quality support across desktop, application, and collaboration technologies. You’ll play a key role in stabilising and improving end-user services, mentoring junior engineers, and helping to drive continuous improvement across the Service Desk function.

This role suits someone who enjoys being hands-on, customer-facing, and solutions-focused, with the confidence to take ownership and see issues through to resolution.

Role responsibilities:

• Act as the senior escalation point for Level 1/2 incidents and service requests
• Provide advanced support across: Microsoft 365, Windows 10/11, and core business applications
• Troubleshoot and resolve issues related to: Desktop, laptop, and peripheral hardware
• Drive effective incident, request, and problem management
• Create and maintain knowledge base articles and standard operating procedures
• Mentor and support junior Service Desk team members, including coaching on troubleshooting and customer-service skills
• Proactively identify recurring issues and recommend improvements to processes, tools, and configurations
• Contribute to small implementation or upgrade projects where end-user impact is significant
• Ensure high levels of customer satisfaction through clear communication and timely follow-up

Skills & experience:

You will bring most of the following:

• 3–5+ years’ experience in a Service Desk / Desktop Support role, ideally in a senior or escalation capacity
• Strong technical experience across: Microsoft 365 suite, Windows 10/11, Active Directory / Azure AD, Networking fundamentals
• Experience working with an ITSM tool (e.g. ServiceNow, Freshservice, Jira Service Management, or similar)
• Proven experience mentoring or guiding junior team members is highly desirable
• Relevant certifications (e.g. Microsoft 365, ITIL Foundation) are a plus, but not essential

How to apply:

If this sounds like you, please click "apply now" with your most up to date CV. 

For more information or a confidential discussion, contact Courtney at courtney@potentia.co.nz