About the business

At OneHQ our primary goal is to help businesses thrive!

Technology landscapes are constantly changing and evolving so at OneHQ our focus is to stay ahead of these changes so our clients can focus on what’s possible for them tomorrow instead.

We recognise that every business is different. That’s why we’re a little different too! What makes us unique is that we take a holistic approach to business and technology. We take the time to understand our clients so we can deliver solutions that are right for their future.

OneHQ is growing and we're looking for an experienced Service Desk Analyst to join our IT Operations team.

About the Role

This technical role with OneHQ’s organisation is primarily designed to log and provide initial troubleshooting on support tickets raised by OneHQ’s clients.

Support tickets could be relating to any part of our customers IT environment (PC’s, Servers, Firewalls, Software, Hardware) and we are looking for somebody who is already able to troubleshoot around 90% of tickets through to resolution.


  • Initial troubleshooting on support tickets, performing server maintenance tasks, daily review and remedy of assigned alerts.
  • Act as the face of the business providing great customer service.
  • Log all service desk interactions and document issue resolution using the ticketing (ConnectWise) system.
  • Log all work in our Job tracking software. Complex work will be escalated to the appropriate senior support team.
  • Perform day-to-day maintenance and repairs, including software and computer installations and upgrades.
  • Track and route problems and requests and document resolutions. Stay current with system information, changes and updates.
  • Maintain excellent communication with all end users and other members of the technology department.
  • Work with outside vendors as needed and project work as requested.
  • Other tasks include monitoring Windows servers and performing maintenance tasks on these servers and a variety of other ad-hoc duties from time to time!
  • You will work as part of a team on a roster pattern and so will need to be able to accommodate that, however we do also have a work form home one day per week policy in this team.


Working with OneHQ will mean you are part of a medium sized business that's growing, so you will work shoulder to shoulder with some awesome individuals and have the opportunity to grow. We also have a big client and partner community, so we are much bigger than just us meaning more interaction points, and opportunities to learn!

Our mission is to help Kiwi’s win in business by providing the means for them to do what they love, and focus less on running their IT and operations.

We operate a small, friendly office with a relaxed and modern feel, and have a team of experts across a variety of IT disciplines.

We offer a fun, vibrant and flexible environment with a focus on family, and have a very well stocked beer fridge for when we celebrate together, or feel the need start the weekend early!

Unfortunately, because of travel restrictions if you do not live and work in New Zealand currently, your application will not be considered. Please let us know if your situation changes soon though!