Senior End User Support Analyst

We are looking for talented and motivated Senior End User Support Analysts to join our End User Support team across 2 campuses. This is an opportunity to make a significant impact as we modernise and innovate our technology landscape to align with the future of higher education. 

Mō tēnei tūranga mahi | About this role 

As a Senior End User Support Analyst, you will be the first point of contact for users seeking IT support, handling both routine and more complex service requests and incidents. You’ll use your expertise to quickly resolve issues or escalate to other teams when necessary. You will provide second-line support, including troubleshooting complex deployment issues, configuring applications, and offering short user education sessions. Your work will help maintain a smooth user experience across a variety of technologies and services. 

In these roles, you’ll develop a broad knowledge base across all services provided by IT and become a go-to expert in solving increasingly intricate challenges. You will collaborate closely with other teams, contribute to process improvements, and help drive continuous enhancement of support capabilities. As a senior member of the team, you’ll also play a key role in mentoring and supporting our End User Support Analysts and identifying areas for future growth. 
 
Āu Mahi | What You Will Do 

• Provide first and second-line support for end users, resolving incidents and service requests efficiently and effectively. 
• Handle escalated, complex technical issues such as deployment problems, application configurations, and user education. 
• Collaborate with other teams to resolve issues and contribute to knowledge-sharing practices. 
• Support incident management processes, ensuring that all issues are logged, prioritised, and resolved in accordance with service levels. 
• Contribute to ongoing improvements in end user support, including creating and updating documentation and enhancing user support tools. 
• Provide application and network support, including configuration, troubleshooting, and system maintenance. 
• Provide AV support for technology in teaching spaces, meeting rooms
• Assist in problem management, identifying trends and working on long-term solutions to recurring issues.
• Act as a subject matter expert in one or more areas of IT, with the opportunity to drive improvements within the team. 

Ko koe tēnei | Who You Are 

• Minimum 3 years experience in an IT or IT-related position with experience in providing customer service and support. 
• Familiarity with Incident Management tools and practices, Application Support, and Hardware and Software installation in Microsoft Windows and/or Apple environment. 
• A relevant qualification is desirable; however, what matters most to us is your hands-on experience and proven expertise in the field. While a degree can support your application, it’s your practical skills and specialised experience that will be the key focus of our assessment process.
• Strong problem-solving skills and the ability to address complex technical issues. 
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical users. 
• A proactive and collaborative approach to teamwork and continuous learning. 

Kei te kimi mātou - Key Skills

• Microsoft Windows, Mac OS, iOS, Android operating systems
• Microsoft Office 365, Adobe Creative Cloud
• Microsoft SCCM, Microsoft Intune, JAMV Connect
• Audio Visual, Crestron, Krammer, Sennheiser
• Videoconferencing, MS Teams, Zoom
• Printing environment, Brother, Fujifilm
• Active Directory and Azure AD

Ko ngā hua o te tūranga? | What’s in it for you? 

• Up to 6.75% employer contribution to the UniSaver Superannuation Scheme 
• Five university holidays per year in addition to your annual leave 
• Subsidised Southern Cross Healthcare plan for you and your family 
• Discounted membership to our fully equipped recreation centre and gym facilities 
• Staff purchasing privileges and discounts at many commercial and retail businesses across NZ 
• Access to a wonderful on-campus crèche/day care facilities for dependents of staff on our Manawatū campus 
• Professional development and training programmes 
• Leading a team of passionate, engaged, and experienced kaimahi 

 
This full-time position (37.5 hours per week) falls within the Grade 6 salary range ($68,864–$97,902) and will be based at one of our two campuses: Palmerston North or Wellington. These roles are fully campus-based.

Join us and lead a key part of Massey University’s digital transformation.

Applications will be reviewed upon receipt and appointments may be made prior to the closing date. 

Note:  Application selection question: Please advise which campus location is your preferred location, Palmerston North or Wellington.