ICT Service Desk Support
Auckland Based | Multi-Site Support Role
Horizon Energy Group is a collection of specialist New Zealand and South Pacific business units providing a broad range of infrastructure services, including electricity distribution and network operations, industrial and commercial electrical solutions, HVAC and mechanical services, refrigeration, building and facility services, and related specialist services nationally.
We are seeking a motivated and customer-focused ICT Service Desk Support professional to join our Auckland-based ICT team. This is the fourth Service Desk role in a growing, nationally focused ICT function.
Reporting to the Team Lead – Application & Digital Support, this role provides frontline technical and administrative ICT support across the Horizon Energy Group.
About the Role
This position forms part of a structured onsite support model across our three main Auckland offices:
- 399 Rosebank Road
- 556 Rosebank Road
- Carbine Road
ICT coverage is required two days per week at each site. This roster is shared between this role and another Auckland-based Service Desk team member.
In addition to the main offices, the role will also share responsibility for supporting regional satellite offices.
While providing onsite support in Auckland, you will continue to work on national Service Desk tickets, not just Auckland-based issues.
Travel Requirements
- Rostered onsite days require staff to work from the designated office for the full day.
- Staff use their own vehicle for rostered site travel.
- Reactive or ad-hoc travel to satellite locations is reimbursed via mileage payments.
- A current unrestricted NZ Driver Licence is required.
Key Responsibilities
- Administer the ICT Service Desk system, ensuring incidents and service requests are logged, prioritised, escalated, and resolved in accordance with SLAs.
- Provide Level 1 support (desk-side and remote) for desktops, laptops, mobile devices, telephony, and business applications.
- Maintain and administer the ICT Asset Register, including lifecycle tracking, allocation, tagging, and disposal.
- Support Microsoft 365 and core business platforms.
- Assist with server, workstation, and peripheral maintenance.
- Monitor system performance and escalate issues appropriately.
- Assist with security testing and compliance activities.
- Contribute to user education and structured training initiatives.
- Support updates to internal web platforms (internet, extranet, intranet).
- Procure ICT equipment in line with Delegated Authority Levels.
- Support ICT projects and continuous improvement initiatives.
Working Hours
- Standard working hours are 8:00am – 5:00pm.
- There is no rostered after-hours requirement.
- From time to time, staff may be asked to assist outside normal hours for special cases, project work, or major incident support. Any additional time worked will be compensated accordingly.
About You
You will bring:
- Minimum 2+ years' experience in an IT Service Desk or support role.
- Strong troubleshooting capability across Windows client/server environments.
- Experience supporting Microsoft 365 environments.
- Certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications (preferred or working towards).
- Excellent interpersonal and customer service skills.
- Ability to clearly explain technical information to non-technical users.
- Strong time management and the ability to prioritise independently.
- A proactive, solution-focused mindset.
Career Development
We are committed to developing our ICT team members. This role offers clear career progression pathways including:
People & Service Leadership Pathway
- Senior Service Desk
- Team Lead
- Service Management roles
Technical Pathways
- Microsoft ecosystem specialisation (Modern Workplace, M365, Azure)
- Oracle Fusion platform support and specialisation
- Infrastructure and cloud technologies
You will gain exposure to enterprise systems across a multi-site organisation and have opportunities to grow your capability aligned with the Group's broader transformation initiatives.
What We Offer
- Competitive remuneration package
- Paid Birthday Leave
- Life and Critical Illness Insurance
- A supportive and growing ICT team
- Structured onsite engagement (not just ticket-based work)
- Professional development opportunities
Horizon Energy Group is committed to health, safety, and wellbeing, with strong safety leadership, risk management, and worker participation processes in place.
Applicants must be legally entitled to work in New Zealand.
