Kim Wright

I currently lead a dedicated team of nine Service Desk Analysts delivering end-user support to approximately 5,500 KiwiRail staff across a complex Windows-based environment, including BYOD support services. I operate in an off-the-tools leadership capacity with responsibility for team performance, capability growth, and service continuity.

Key responsibilities and achievements:
• Managed rostering, recruitment, onboarding, and training of Service Desk Analysts to maintain consistent service coverage and capability uplift
• Oversaw ticket workflow and service delivery through Jira Service Management (JSM), ensuring responsiveness aligned with contractual expectations
• Administered identity lifecycle tasks within Azure Active Directory, supporting secure and efficient user access management
• Maintained and expanded a structured Confluence knowledge base to improve first-contact resolution and team self-sufficiency
• Acted as primary liaison between service desk operations and multiple third-party infrastructure vendors supporting the wider enterprise ecosystem
• Supported delivery of end-user services across both corporate-managed and BYOD device environments
• Provided operational leadership for a fully outsourced service desk function embedded within a large national organisation

Led the Service Desk and Desktop Support teams supporting 500+ staff across New Zealand, with a smaller number of international users. Managed a team of 7 (3 Desktop Support and 4 Service Desk analysts) and was responsible for staff recruitment, onboarding, and ongoing training.

Played a key role in several organisation-wide technology initiatives, including supporting the move to cloud services and the rollout of Microsoft Teams. Helped transition the organisation to a fully remote working setup during COVID. Also researched, planned, and implemented a Poly video conferencing solution across six office locations.

As part of working in a small IT environment, carried responsibility across several ITIL functions including Change Coordinator, Configuration Manager, Incident Manager, and Problem Manager.

Managed purchasing and maintenance of non-Microsoft licensing, as well as a support budget covering peripherals and equipment repairs. Worked closely with internal teams and vendors to keep end-user services running smoothly across multiple sites.

• At Spark, I was responsible for the maintenance and governance of the asset database for both the NZ Police and NZ racing board.

• I took on a short-term contract for OAG to support the service over the onboarding of the new graduate staff. This involved service desk support for the Wellington office through to Desktop support.

• I moved into this role from the Service Desk, initially working on a ministerial account providing reporting and asset management to the Ministry in accordance with the ISO9001 standard. This included anything from workstations through to servers and network devices. This also included governance of databases and asset registers for both internal and external to Fujitsu.
• My second responsibility was monthly billing reports. I use a range of reporting tools from SCCM to CA CMDB for data verification to provide a variety of reporting needs.

• This role was a continuation from my contract with Unisys. Upon MPI electing to change service provider from Unisys to Fujitsu, I retained my position on the 2nd level Service Desk.
• I was initially involved in the handover and training of the new Fujitsu team, however, my experience in the complex MPI environment was shown to be essential to the BAU of the account.

• My role with Unisys was to provide end of contract technical service support for the Ministry of Primary Industries. This role was 2nd level support for a wide range of environments and products within MPI.
• This included, but not limited to Cisco Telecommunication software, Powerbuilder Applications, Geographic Information Systems. Windows Office environment, Microsoft Exchange, SAP, Desktop support, Documentum Services, Intelligent gathering Applications and various networking support.

• My role with Datacom was that of a Service desk Technician contracted to the New Zealand Post Corporate help desk. My main responsibility was logging MAC and Incident jobs of varying Priorities, basic troubleshooting via Active directory, MS Exchange and remotely accessing end user PCs and providing technical advice to users within the NZ post extended network.
• At Datacom, I had varying roles. I started as a technician on the Igovt (now realMe) help desk, dealing with Government website issues for the general public. These sites include MAF, Companies Office and The Department of Building and Housing.
• As well as Igovt, I was also responsible for technical support for KOL (Kiwi On-Line) dial-up customers New Zealand-wide, where I diagnosed and resolved faults with wide ranging causes.
• There were other smaller business clients I supported for Datacom under the one Service Desk role. These included Orcon business hosting, Business 365 (a cloud computing environment for Microsoft office) and Activate (Nokia kiosk support).

• Chef in a private restaurant with responsibility for a small team. I looked after breakfasts and A La carte lunches ranging in size from 5 to 150 people with time-critical deadlines. I also looked after stock management and ordering.

• Subcontracted to PC Security which is a specialized local Computer Support business. Working on the recovery of lost data on storage devices ranging from camera cards, MP3 players and USB thumb drives through to SATA and IDE hard drives using custom built hardware.

• Weekend Chef with one other staff member working under me. Serving 60 -100 customers per day.