Business Service Desk Analyst

Role: Business Service Desk Analyst

Location: New Zealand (Auckland/Christchurch/Wellington)

Status – Permanent Full-Time role

NOTE - Only applicants with New Zealand full work right, i.e., holding a valid visa will be considered for the role

JOB DESCRIPTION

Roles and Responsibilities

• Provide technical support to customer employees, partners, and vendors. 95% of times customer reaches via call.
• Handle inbound customer calls, tickets, emails, and proactive alerts with a focus on first‑contact resolution.
• Resolve 95% of interactions within the team without escalation.
• Perform time‑critical functions such as BCP activations and retail store support.
• Provide comprehensive support across corporate, enterprise, and government services.
• Handle diverse customer environments, applications, and support processes.
• Collaborate with Major Incident Managers (MIMs) for P1/P2 i...