2 x Customer Technical Analyst | Kaitātari Hangarau Kiritaki (Fixed Term)

Te tĪma | The team:  

If there is one thing that we pride ourselves on above all else, it is our people, who are literally world-class. To support these wonderful people who lead and shape New Zealand's democracy, is the Parliamentary Service. As a core function of this support is the IST team comprised of many different business units and experienced people. 

The roles will see you be part of the IST Customer Service squads that manages the resolution of technology and operational process incidents and requests through provision of initial support and resolution management where more complex support is required. IST support staff work in a dynamic, fast-paced environment which provides services over the phone, via email, in person and self-service. You will be working with a very friendly and social team, who are highly skilled technically, and will mentor you, coach you, and assist in your career progression.  

Mō te tūnga | About the role:  

Due to secondments in the team, we are looking to fill two roles on a fixed term basis until December 2025. Our Customer Technical Analysts or IT Service Desk Analysts are our first line of support.  

• First level support, troubleshooting and checks on all incoming incidents and requests via calls and emails.  
• Ticket and queue management. 
• Take ownership of incidents, implementing temporary or permanent fixes and escalating to other support teams as needed. 
• High level of customer service skills, written and verbal communication. 
• Face to face support at the drop in desk at Parliament.  
• Maintain high customer service standards by collaborating effectively across Parliamentary Service and fostering a customer-focused team culture. 
• Documentation and maintenance of processes and knowledge bases. 

Tō kete | What you will bring to the role:  

• Technical expertise: Demonstratable experience in similar IT support focused role, with strong focus in first level support, troubleshooting, triaging tickets and first call resolutions.  
• System Knowledge: Windows operating system (10/11), Microsoft365, InTune, Active Directory, iOS and Android, previous experience working with ServiceNow highly advantageous. 
• Interpersonal Skills: The ability to work autonomously, and thrive in a busy, fast-paced environment. Excellent communication skills both verbally and written with an emphasis on customer friendly vocabulary. 
• Adaptability & Learning: Able to manage and prioritise multiple tasks and operate calmly under pressure. Ability to pick up new processes and technologies on the go.  
• Security Clearance: Ability to obtain and maintain a minimum of confidential level National Security Clearance. Please check your eligibility here and attach your eligibility status to your application.  

Why work for Parliamentary Service?  

We offer a range of benefits including 5 weeks annual leave, access to an on-site gym and pool, learning and development opportunities and flexible working arrangements. Our ever-changing environment allows us to be part of the action at Parliament including attending question time, select committees and other key events. We offer a thorough induction, on-going development, and excellent working conditions.   

The appointing salary range for this role is $70,609 to $77,958 per annum. Appointments will be based on skills and experience (please note, the full salary range extends beyond this to allow for tenure progression). 

Me pēhea te tuku tono | How to apply 

Applications close midnight Friday 18th of April 2025. All applications must be made online. If this is not possible or to arrange a confidential kōrero, please contact Fredwyn Kisona on fredwyn.kisona@parliament.govt.nz

Please note: We will be screening applications as we receive them to move swiftly to interview shortly after the advert closes. Depending on application numbers, this date may change. You may be asked to complete a pre-interview screen via phone or video. Applicants must hold a minimum of a Residency level visa. 

If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.