Service Desk Analyst

Job Description:

Ratonga Matihiko | Digital Services
Located in Ōtautahi | Christchurch, Aotearoa | New Zealand

• Full-time 37.5 hours per week (1.0 FTE)
• Permanent position

Kia hiwa rā, kia hiwa rā! He hiahia, he pūkenga nōu ki te mahi a te Service Desk Analyst? Nāia te pōwhiri nā Te Whare Wānanga o Waitaha kia tono mai i te tūranga nei.

If you enjoy helping people, making technology easier to use and ensuring customers feel heard and supported, this could be the role for you. As a Service Desk Analyst in our Digital Service Experience team, you will be a welcoming and trusted first point of contact for UC students and staff, delivering responsive customer service and practical technical support across phone, online and in-person channels.

Āu Mahi | What You Will Do
You will provide Level 1 and Level 2 technical support through our Service Desk and walk-up staff and student hubs.

You will:

• Create a positive support experience by listening, understanding each customer’s needs and providing clear, practical guidance.
• Diagnose and resolve incidents and service requests involving UC applications, Microsoft 365, accounts and access, connectivity and end-user devices.
• Use ServiceNow, remote-support and diagnostic tools to investigate issues and maintain clear, accurate records.
• Take ownership from initial contact through to resolution or appropriate escalation, setting expectations and keeping customers informed.
• Help customers use digital services confidently by contributing to accessible knowledge and self-service guidance.
• Work collaboratively across Digital Services to resolve issues, champion customer needs and use customer feedback and insights to improve services.

Mōu | Who You Are
You will bring:

• At least three years’ experience delivering high-quality customer service in a customer-facing role or contact centre, supporting people with different levels of technical confidence. Service Desk experience is preferred but not essential.
• Demonstrated experience with common digital applications, Microsoft 365, Windows or macOS, end-user devices such as desktops and tablets, cloud systems and basic network connectivity.
• Excellent interpersonal, written and verbal communication skills, with the ability to build rapport, listen with empathy and explain technical information in plain language.
• A methodical approach to troubleshooting, with the curiosity and technical aptitude to investigate unfamiliar issues and a commitment to self-directed learning and professional development.
• The ability to remain calm, organised and responsive while managing competing priorities in a busy support environment.
• A collaborative, proactive approach, with a willingness to share knowledge, support colleagues and suggest better ways of working.
• A tertiary qualification: National Diploma (NZQA Level 5).
• An alignment with our organisation's values and culture, promoting a positive and inclusive work environment.

Mahi Ngātahi | Who You Will Work With
You will join the Digital Service Experience team within Digital Services, working alongside colleagues to provide a connected, consistent support experience for UC students and staff.

To find out more about our team, visit Digital Services | University of Canterbury.

Ngā Painga o UC | Why UC
Ngā Uara | Our Values of manaakitanga, whanaungatanga and tiakitanga guide our decisions, and behaviour and provide a roadmap for how we do things at UC, affirming our commitment to pastoral care and support for our ākonga and staff. They challenge and inspire us to be the best we can, and make UC a great place to work and study. For more info on Ngā Uara | Our Values visit us here.

We are committed to accessible higher education, service to the community and the encouragement of talent without barriers of distance, wealth, class, gender or ethnicity. The University explicitly aims to produce graduates and support staff who are engaged with their communities, empowered to act for good and determined to make a difference in the world. For more information about Te Whare Wānanga o Waitaha | University of Canterbury, please visit https://www.canterbury.ac.nz/

The closing date for this position is: 11 November 2026 (midnight, NZ time)
Please note applications will be reviewed after the close date.

Pēhea te tono mai | How You Apply

Applications for this position must be submitted via our careers website and should include a cover letter and resume.

Please note, we do not accept applications by email, however we are happy to answer your queries in relation to the application process, please forward these to [email protected]

You must have Aotearoa New Zealand or Australian citizenship/permanent residency to be considered for this role.

Please note, this is an onsite position.

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