Service Desk Analyst - Level 1
Desktop Technology Services · Wellington Central, Wellington ·
- Work mode
- Onsite
- Category
- Support
- Visa sponsorship
- No
Level 1 service desk role at DTSL's Wellington Service Centre: answering customer calls, logging and managing support tickets, and troubleshooting Microsoft 365, Windows, email, WiFi/VPN and desktop hardware issues, escalating complex cases to specialist teams. Suited to someone with desktop support basics, basic networking knowledge and strong customer service skills.
Enjoy solving IT problems and helping people? Bring your technical skills and customer focus to our Service Centre.
About us
DTSL is a New Zealand owned IT services provider supporting businesses, government and education since 1997. Our nationwide teams keep customers connected and working. Join a Service Centre that values teamwork, practical problem solving and great customer service.
About the role
As a Service Desk Ananlyst (L1) you’ll be a first point of contact for customers needing IT support, troubleshooting technical issues and helping them get back to work.
Working alongside our technical teams, you’ll troubleshoot issues, manage your assigned tickets and keep customers informed. When specialist support is needed, you’ll escalate with clear notes so the next engineer can pick up where you left off.
This is a hands on technical role suited to someone who enjoys investigating problems, takes ownership and can explain IT clearly to customers.
What you’ll do
Answer customer calls, capture fault details, log support requests and provide updates on existing tickets.
Troubleshoot Microsoft 365, Windows, email, desktop applications and common hardware issues.
Investigate connectivity issues involving WiFi, networks, internet access and VPNs.
Complete user account, access and password requests, following approval and security procedures.
Manage assigned tickets within service level agreement (SLA) targets, keeping records accurate and customers updated.
Escalate complex issues with clear troubleshooting notes, customer impact and relevant findings.
Work with Dispatch and specialist teams to keep requests progressing.
Share useful fixes, maintain support documentation and highlight recurring issues.
What you’ll bring
A practical understanding of Microsoft 365, Windows and desktop support.
Basic networking knowledge and a structured approach to troubleshooting.
Clear, friendly communication and patience when helping people with different levels of technical knowledge.
Ownership of your work, with good attention to detail and consistent follow through.
The ability to manage competing priorities and recognise when to ask for help.
A willingness to learn, share knowledge and contribute to the team.
Experience in a Service Desk, IT support or managed service provider (MSP) environment would be valuable. Familiarity with ticketing systems, remote support tools and user account administration would be an advantage, as would relevant IT qualifications or certifications.
Interested?
We’d love to hear from you. Send us your CV and a brief cover letter outlining your relevant experience and what interests you about joining our Service Centre.
This role is based in Wellington and is open to applicants with existing work rights in New Zealand.
Recruitment Agencies: DTSL does not accept unsolicited agency resumes and will not be responsible for any fees relating to unsolicited resumes.