IT Service Analyst

Due to a recent promotion, Sealord is now looking for two IT Service Analysts to join our Information Technology team in Nelson. This is a hands-on, customer-focused role within the Service Desk team, supporting our people across office, factory, remote, and vessel-based environments. 

You will be one of the first points of contact for IT incidents and service requests, helping users get back on track quickly, keeping tickets moving, and ensuring support is delivered in a professional, practical, and well-documented way. The role supports both day-to-day user technology and a broad operational environment, including land-based systems and technology used across our fishing vessels. The current Service Desk operating model is grounded in incident and request management through our self-service portal, email, phone, and in-person support channels. 

This is a great opportunity for someone who enjoys solving problems, working with people, learning modern workplace tools, and contributing to continual improvement in a busy IT environment. 

About the role 

As an IT Service Analyst, you will provide Level 1 and Level 2 support across a wide range of systems, devices, applications, and business services. You will manage and resolve incidents and service requests, escalate more complex issues where required, and work closely with the wider IT Operations team, Business Analysts, vendors, and business users. 

You will work in a modern Service Desk environment and help to improve the quality of support by documenting fixes, creating knowledgebase content, capturing useful ticket notes, and identifying recurring issues that may need problem management, process improvement or automation (including using AI). 

What you’ll be doing 

• Managing and resolving Service Desk incidents and service requests through the ticketing system. 

• Providing front-line technical support for users across Sealord’s office, factory, remote users, and vessel environments. 

• Supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint Online, and common Microsoft Office applications.  

• Assisting with user account administration, access requests, password resets, MFA setup, and self-service password reset support.  

• Supporting laptops, desktops, mobile devices, printers, meeting room technology, Teams Rooms equipment, handheld scanners, forklift terminals, and other site peripherals.  

• Helping users with the Service Desk portal, ticket logging, screenshots, knowledgebase articles, and self-service options.  

• Supporting onboarding, offboarding, device setup, application access, and standard IT operational tasks. 

• Working with the wider IT team on cyber security practices, including phishing awareness, suspicious email reporting, endpoint protection, secure access, and user education.  

• Escalating infrastructure, application, security, or business system issues to the appropriate technical specialists or vendors. 

• Supporting business-critical and operational systems where appropriate. 

• Contributing to better documentation, knowledgebase articles, repeatable checklists, continual improvement and automation (including using AI) of Service Desk processes. 

What we’re looking for 

We’re looking for someone with strong communication skills, a practical problem-solving mindset, and a genuine desire to help people. You will be comfortable working with users at all levels of the organisation and able to explain technical issues in a clear, calm, and helpful way. 

You will ideally bring experience or capability in some of the following areas: 

• IT Service Desk or technical support experience. 

• Windows desktop and laptop support. 

• Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Office applications. 

• Active Directory, Microsoft Entra ID, user accounts, access management, MFA, and password reset processes. 

• Endpoint support, device builds, mobile devices, printers, and meeting room technology. 

• Basic networking, Wi-Fi, connectivity, VPN/remote access, and troubleshooting. 

• Service management tools / ITSM platforms. 

• Incident and request management, with an understanding of prioritisation, escalation, documentation, and customer communication. 

• Cyber security awareness, including phishing, suspicious email handling, secure access, endpoint protection, and good user guidance. 

• Exposure to business systems, ERP, manufacturing, supply chain, vessel, or operational technology environments would be useful. 

Key personal attributes 

To be successful in this role you will be: 

• Customer-focused, approachable, and professional. 

• A clear communicator who can work well with both technical and non-technical users. 

• Curious, practical, and willing to learn. 

• Calm under pressure and able to manage competing priorities. 

• Good at documenting what has happened, what was tried, and what resolved the issue. 

• Comfortable working as part of a team while taking ownership of your own tickets. 

• Interested in improving how support is delivered, not just closing tickets. 

• Safety-conscious, respectful, responsible, collaborative, and innovative. 

Why join us?

You’ll be joining an experienced IT team that supports a wide range of technologies across a unique New Zealand seafood business. Our environment spans offices, factories, cloud platforms, business systems, vessels, and operational technology — so the work is varied, practical, and meaningful.

You’ll have the opportunity to build your technical skills, learn from experienced colleagues, contribute to Service Desk improvements, and help our people get the most from the technology they use every day.