Service Desk Analyst

Posted on 09-Jan-2018
Application Close Date: 22-Jan-2018
Job Details
Information & Communications Technology
Position Type:
Fixed Term Full-Time
Job Reference:
Note clipje868-service-desk-analyst-aug-2010-ud-oct-2017.pdf (PDF, 471KB)
Job Specification

Hours of work for a SDA.pdf (PDF, 46KB)
Job Specification

12 month Fixed Term opportunity


Our User Support Services team needs an energetic, professional and customer focused ‘star' to join their front line.


As a Service Desk Analyst (SDA) you are the voice of IT for Inland Revenue and will also assist in managing relationships between internal clients and external business partners. 


As a passionate and proactive professional your attitude and customer service excellence will be something you are incredibly proud of, and will stand out immediately in your application. Ideally, you will bring a proven track record of working with service support documentation and you will be able to interpret and analyse incidents using the Information Technology Infrastructure Library (ITIL) framework. 


Key responsibilities of the role are:


  • Logging incidents and service requests and assigning accordingly using IT business tool ServiceNow
  • Providing after-hours support, on a rostered basis (see separate information sheet)
  • Resolution of defined call types at first level in line with agreed business Service Level Agreements (SLAs)
  • Assigning all remaining calls in accordance with agreed business SLAs (both incidents/service requests)
  • Following up on and escalating outstanding records within business defined SLAs
  • Providing first line support for technology users during the transition from project to business-as-usual
  • Providing updates and feedback to customers on all outstanding incidents/service requests in line with business defined SLAs
  • Understanding and actively contributing to operational development of the ICT Service Desk team
  • Updating the ICTSD Help documents and ServiceNow Knowledge Base articles to capture issues and support future problem resolution



If you are driven to communicate clearly to a diverse range of customers and you love to own service issues from start to finish, this is the team for you!

In return you will receive full training and ongoing support together with the opportunity to become a 1st Level Support subject matter expert for specific services.


To learn more please refer to the Job Expectation for this position.  If you have questions, or want to discuss how this role suits you, phone Fiona Ramson on 0800 IR Jobs or 04 890-2126.


To apply click on the ‘apply online' button and attach a current CV and Cover Letter outlining the skills, knowledge and experience you can bring to us.

Applications close Monday 22 January 2018.