Service Desk Analyst

Job Description

About us
At Softsource , we do our utmost to make life easier and more productive for Kiwi businesses. Founded in 2004, we are an ICT systems integrator providing specialist technology solutions, professional services, technical expertise and data centre services to the SMB, government and enterprise markets. New Zealand-owned and operated, we believe in working towards the greater good, fostering cooperation and tapping into the collective strengths of our team to offer our clients an extensive range of technology-based services.

About the role
We’re looking for a Service Desk Analyst to join our Christchurch‑based Service Desk team. This role is pivotal in delivering high‑quality Level 1 and Level 2 technical support, ensuring client issues and requests are resolved efficiently, professionally, and in line with agreed service levels. You’ll be a key point of contact for customers and play an active role in maintaining strong, trusted client relationships

What we're looking for

• 1+ years’ experience in an IT Service Desk or Help Desk environment (Level 1 & 2 support)
• Strong verbal and written communication skills, with confidence engaging customers
• A genuine service mindset and professional, helpful approach
• Ability to work effectively within a team and with minimal supervision
• High levels of integrity, accountability, and attention to detail
• Familiarity with IT service management tools and ticketing systems (e.g. ConnectWise)
• Solid understanding of IT technical terminology and troubleshooting concepts

What you'll be doing

In this role, you will:

• Log, manage, and resolve all incoming phone calls, emails, and alerts as Service Desk tickets
• Provide Level 1 and Level 2 technical support to Softsource customers
• Triage, prioritise, assign, and schedule tickets in line with Service Desk processes and SLAs
• Take shared responsibility for Incident Management and Service Request fulfilment
• Maintain a consistently professional, customer‑centric approach in all interactions
• Contribute to continuous improvement of Service Desk operations and service quality

You’ll bring working knowledge and experience across:

• Microsoft desktop operating systems (Windows 10 and above)
• Microsoft 365 / Office 365 administration and support
• Microsoft Cloud Services Portal
• Basic networking concepts (WAN, LAN, Wi‑Fi)
• Windows Server operating systems
• Audio‑visual (AV) solutions
• IT service management and ticketing platforms

Relevant certifications (preferred but not mandatory):

• Microsoft MS‑900 (365 Fundamentals)
• Microsoft MD‑100
• Microsoft MS‑100

Job Benefits

At Softsource we are committed to fostering a supportive and inclusive work environment that empowers our employees to thrive. In addition to a competitive salary, we offer a range of benefits, including:

• Opportunities for professional development and career advancement
• Flexible work arrangements to support work-life balance
• Employee recognition and reward programs