Client Services Analyst, MFA Transition Support

• Are you a calm problem solver with strong analytical and troubleshooting abilities?

• Can you effectively explain technical steps in plain language across different channels?

• Do you have a passion for customer service and making technology easier for people to use?

Kōrero mō te tūranga - About the role

Te Herenga Waka - Victoria University of Wellington is recruiting a Client Services Analyst to join Te Tai Matihiko - Digital Solutions team on a fixed-term, full-time basis until early February 2027.

The Client Services Analyst will support the transition away from SMS and voice as authentication methods for multi-factor authentication. This hands-on role will help staff move to more secure authentication options, with passkeys as the preferred method, through clear guidance, practical support, and a strong customer-service focus within Te Tai Matihiko - Digital Solutions.

Key responsibilities:

• Support staff with moving away from SMS and voice-based MFA to more secure authentication methods, with passkeys as the preferred option.
• Provide practical support by phone and email, through drop-in clinics, and by visiting staff in their offices where needed.
• Assist staff with the enrolment, setup, and ongoing use of passkeys, Microsoft Authenticator, and related MFA tools.
• Liaise with other teams, both within and outside of Te Tai Matihiko - Digital Solutions, to ensure a seamless customer experience.
• Accurately record all job details in call logging software, ensuring sufficient information is captured so any follow-up action can be undertaken efficiently.
• Use troubleshooting and communication skills to diagnose issues, guide users through setup steps, and build confidence with secure authentication practices.

Ō pūmanawa - About you

We would love to hear from you if you:

• Are passionate about providing excellent customer service and making technology easier for people to use.
• Enjoy helping people learn and adapt to new technologies, including users who may need extra reassurance or step-by-step support.
• Have excellent verbal and written communication skills and can explain technical steps in plain language.
• Are confident providing support across different channels, including phone, email, in-person clinics, and office visits.
• Are a calm and practical problem solver with strong analytical and troubleshooting abilities.
• Can manage multiple priorities in a fast-paced environment while maintaining a positive customer experience.
• Have, or are keen to develop, a good understanding of passkeys, Microsoft Authenticator, MFA, identity management, and Microsoft 365 technologies.
• Are comfortable working both independently and as part of a team.

• Hold a full driver’s licence.

Role Description: Click here to see further information, including salary details. 

If this link is not available, click 'apply' to view this on the University career's page. 

Close date for vacancy: 25 August 2026.

Contact details for vacancy: If you have any questions regarding this role please get in touch with Blake Whatling, Service Desk Manager ([email protected]).

How to apply: Please ensure you are applying for this role directly on our careers page and not via email. Candidates must submit supporting documents along with their resume, such as a cover letter. 

We can only consider applicants who are citizens or residents of New Zealand or Australia or on a current working visa. Applications will be reviewed as they are received, and we may progress with suitable applicants prior to the application closing date. Applications from recruitment agencies are not accepted.