Job Description

Be the frontline of digital support for primary healthcare in Hawke’s Bay. As a Service Desk Analyst, you’ll deliver exceptional IT support, improve end-user experiences, and help ensure the technology that underpins community healthcare is reliable, responsive, and people-focused.

Are you a customer-focused IT professional who enjoys solving problems, supporting people, and making technology work better for everyone? We’re looking for a Service Desk Analyst to join our Data and Digital team, supporting Health Hawke’s Bay and Tū Ora Compass Health.

This Hawke’s Bay–based role sits at the heart of our ICT Service Desk, providing high-quality support to internal staff and external primary care providers. You’ll play a key role in resolving technical issues, improving service delivery, and contributing to continuous improvement across a wide range of digital tools and technologies.

You’ll be part of a collaborative team working across two partner organisations, both committed to improving equitable health outcomes for our communities.

Ko wai mātou | About Us:

Health Hawke’s Bay – Te Oranga o Te Matau-a-Māui is an established PHO serving the Hawke’s Bay region, supporting general practices and community providers to improve health outcomes and life expectancy across Hawke’s Bay, with a strong focus on Māori and other underserved populations.

Our Data and Digital team operates jointly across Health Hawke’s Bay and Tū Ora Compass Health, enabling seamless technology services that support clinicians, practices, and staff to deliver care where it matters most.

We are more than a workplace — we are a whānau committed to supporting one another on our Te Ao Māori journey. Our culture fosters inclusion, respect, and personal and professional growth, creating an environment where everyone can thrive. We value collaboration, compassion, empowerment, and innovation, and we support personal and professional growth in an inclusive environment.

Mō tēnei tūranga mahi | About the Role:

As a Service Desk Analyst, you’ll be a trusted first point of contact for ICT support, delivering timely, accurate, and friendly assistance across a broad range of technologies.

Your role will include:

• Providing first- and second-line ICT support to internal users and external practices
• Diagnosing and resolving hardware, software, and workstation issues (on-site and remote)
• Installing, configuring, and maintaining end-user devices and applications
• Managing service desk tickets and ensuring accurate documentation
• Supporting service delivery performance, KPIs, and continuous improvement initiatives
• Building strong relationships across both partner organisations and the wider health sector
• Actively contributing to a positive, customer-focused service desk culture

You’ll also play an important role in supporting equity outcomes, demonstrating cultural responsiveness, and upholding our obligations under Te Tiriti o Waitangi.

Ngā pūkenga me ngā wheako | Skills and Experience:

We’re looking for someone who brings:

• Ideally 2 years’+ experience in a service desk or IT support role
• Strong experience with Microsoft desktop operating systems and Office suites
• Experience supporting workstation applications and diagnosing hardware faults
• Proven ability to support users via phone, email, chat, and remote tools
• Excellent communication skills and a strong customer service mindset
• Experience with user account administration, including onboarding and offboarding
• The ability to work collaboratively while owning issues end to end
• Flexibility to participate in an on-call roster

Desirable experience includes:

• Microsoft 365, Azure, Endpoint Manager, and Defender
• ITIL Foundation, CompTIA A+, MCP or similar certifications
• Experience delivering software training
• Experience supporting mobile devices and cloud-based MDM solutions

Additional requirements:

• A full, clean New Zealand driver’s licence
• You will have a sound knowledge of the Te Tiriti o Waitangi and be an advocate of our organisations’ strategy with a commitment to growing your skills in this area

Ngā Paearu | The box-ticking stuff:

• You must have the right to work in New Zealand
• Appointment is subject to a criminal conviction check

Tonoa mai | How to apply:

Hit the Apply Now button to submit your application.

For a confidential conversation or to request a position description, please contact tracey.paterson@healthhb.co.nz

Applications may be reviewed as they are received, and the role may close early.

We welcome applications from people of all backgrounds and experiences. We are committed to building a diverse, inclusive workforce and strongly encourage applications from Māori, Pacific peoples, people with disabilities, LGBTQIA+ communities, and people of all ages.

We believe in building an inclusive workforce that sees human difference as a strength and supports our vision for an inclusive Aotearoa.

The closing date for applications is 10pm Friday the 17th April 2026.

We may contact candidates as applications are received, therefore the role may close early, so please apply without delay.