{"id":848051,"url":"https://alion.io/job/serko-ict-support-analyst","title":"ICT Support Analyst","company":{"id":377,"name":"Serko","domain":"serko.com","url":"https://alion.io/company/serko","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":95,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":95,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Auckland, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-07T00:00:00Z","employer_posted_date":"2026-09-07","last_verified_at":"2026-11-12T06:00:30Z","board_verified":true,"closed_at":null,"days_open":66,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":65},"description":"Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace. We are proud to be an equal opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact. There's an exciting road ahead of us, where travel needs real, impactful change.\nWith offices in New Zealand, Australia, North America, Bengaluru and China, we value hiring people from different backgrounds, experiences, abilities, and perspectives to help us build a world-class team and product.\nRequirements\nTo maintain the operational effectiveness of Serko’s systems and networks, install, support, and customise developed systems software and firmware, and provide efficient escalated ICT support to all users in Serko.\nWhat you will be doing\nInstall and configure Serko and third party applications. \nAssist in coordinating the implementation and maintenance of a local area network.\nMonitor and maintain the Infrastructure, computers and data communication network components and related software applications.\nProvide support to teammates in cross geographical regions as required\nEnsure realistic resolution times are provided to users and keep them aware of the status of their issuesTroubleshoot and isolate problems of computers and determine if problem is related to hardware, software, or connection.\nFollow up on maintenance and service requests from users for changes to network. \nPerform related duties as assigned by ICT Manager.\nReport on usage and trends. \nMonitor Service Desk and provide timely ICT support to users relating to hardware, firmware and software issues \nMaintain computer system documentation and operational policies on a daily basis and during annual reviews.\nParticipate with technical staff to plan and implement operational changes to computers and networks. \nPerform computer room environmental preventative maintenance on assigned areas and equipment. \nWhat you will bring to the role\nBe able to identify software and hardware problems via a number of mechanisms including event logs, alert tools.\nHave the experience to manage the network by ensuring system availability, that any downtime required for changes is minimized and communicated to users, and that any issues are fixed quickly and calmly\nDevelop and maintain accurate and comprehensive documentation of systems and system changes\nEstablish and maintain effective working relationships with others.\nMeet schedules and timelines.\nRead, apply, and explain rules, regulations, policies, and procedures.\nGood analytical ability, with a methodical approach and sound troubleshooting and problem-solving skills\nStrong written and verbal communication skills \nBenefits\nAt Serko, we aim to create a place where people can come and do their best work. This means you’ll be operating in an environment with great tools and support to enable you to perform at the highest level of your abilities, producing high-quality and delivering innovative and efficient results. Our people are fully engaged, continuously improving, and encouraged to make an impact.\nSome of the benefits of working at Serko are:\nA competitive base salary\nKiwiSaver covered with employee contributions matches up to 3.5% of salary, and life insurance.\nHealth & Wellbeing: Discounted Southern Cross Health Insurance, access to confidential support, guidance and counselling service, wellbeing and voluntary leave, and free flu shots.\nFocus on development: Access to a learning & development platform, committed budget and opportunity for you to own your career pathways.","description_format":"text","description_chars":3736,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Travel","Travel Technology","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-09-13T01:56:25Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.837,"p_room":0.72,"age_days":65,"expected_fill_days":95,"reasons":["conf:0","velocity","win:mid","crowd:"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/serko-ict-support-analyst","json_url":"https://alion.io/job/serko-ict-support-analyst.json","meta":{"generated_at":"2026-11-12T06:01:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11924,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":377},"rest":"https://alion.io/mcp/rest/get_company?id=377"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserko-ict-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserko-ict-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserko-ict-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serko-ict-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserko-ict-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":848051}},{"tool":"search_jobs","arguments":{"company":"serko.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":848051},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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