Support Centre Analyst
Palmerston North
Full time
Support. Solve. Grow.
At Yorb, we help organisations unlock their potential through technology - but technology isn’t the destination. Delivering meaningful business outcomes is.
We are looking for a proactive, customer-focused Support Centre Analyst to join our Support Centre team. This role is at the heart of our client experience - you will be the first point of contact for clients, helping to resolve issues, provide guidance, and ensure technology works smoothly to support their businesses.
You will work closely with clients and internal teams to troubleshoot issues, provide clear communication, and deliver timely, high-quality support. If you enjoy problem-solving, helping people, and learning in a fast-paced environment, this role could be a great fit.
The Opportunity
As a Support Centre Analyst, you will play a key role in delivering responsive, friendly, and reliable support for our clients. You will help ensure support requests are understood, communicated clearly, progressed in line with expectations, and resolved or escalated appropriately.
You will:
Be the first point of contact for client support requests via phone, email, and ticketing systems
Troubleshoot and resolve a range of Level 1 IT issues, escalating where required
Provide clear, friendly, and professional communication to clients
Ensure tickets are logged, updated, and progressed in line with service expectations
Work collaboratively with the wider support and technical teams to deliver great outcomes
Identify recurring issues and contribute ideas for improving processes and client experience
Maintain accurate documentation and knowledgebase content
What Success Looks Like
Success in this role is measured by the confidence clients have in Yorb's support experience. Clients feel heard, informed, and supported because communication is clear, responsive, and easy to understand.
Support requests are managed accurately, progressed consistently, and resolved or escalated with the right urgency and context. You contribute to a culture of continuous improvement by identifying recurring issues, sharing knowledge, and strengthening processes, helping the Support Centre operate as a collaborative, high-performing team focused on delivering exceptional client outcomes.
About You
You are naturally helpful, calm under pressure, and motivated by delivering great service. You enjoy solving problems, take pride in your communication, and care about creating positive experiences for clients. You are curious, keen to learn, and comfortable working in a busy support environment where priorities can shift quickly.
You bring:
Previous experience in a service desk, IT support, or customer service role, with customer service experience is advantageous
Strong communication skills and the ability to explain technical concepts in plain language
A customer-first mindset with a genuine desire to help
The ability to juggle multiple requests and stay organised
Solid troubleshooting and problem-solving skills
A willingness to learn, grow, and work towards relevant certifications
That's Awesome
Passion drives excellence.
Do We Care? Absolutely!
We care about our clients, our team, and our impact.
We is Bigger than Me
Collaboration is our superpower.
Have Courage Every Day
Be bold, be your best self.
About Yorb
For over 30 years, Yorb has helped businesses achieve more through innovative, business-driven technology solutions. We’re not just about tech—we’re about empowering people, building strong relationships and creating real impact for our clients and communities.
Why Work for Yorb?
At Yorb, our values guide how we work, support each other, and deliver for our clients:
Just like you, we’re committed to continuous improvement and recognise that our people are key to our success. You’ll be supported to grow, learn, and develop your skills while being part of a team that genuinely cares.