IT Helpdesk Operator

Farmers Trading Company Ltd; Auckland; Hybrid; NZD 42,000 - 56,000; Full time

Job summary

James Pascoe Group of Companies in Auckland seeks an entry-level IT Help Desk team member to support internal customers across NZ and AU. You will provide first-level IT support, log requests in ServiceDesk Plus and troubleshoot POS hardware, software, printers and networks.

Strong customer service, quick learning, autonomy and solid communication are essential. The role requires rostered shifts, including late nights, weekends and public holidays, with relocation to Pitt Street planned for 2027.

Qualifications

• Must have previous IT Helpdesk experience.
• Demonstrate strong customer service skills.
• Be quick learner and self-motivated.
• Ability to work autonomously and solve problems.
• Excellent communication and relationship-building skills.
• Familiarity with Outlook email is preferred.

Responsibilities

• Answer all incoming calls.
• Log calls and service requests in ServiceDesk Plus.
• Troubleshoot POS hardware, applications, printers, networks and desktops.
• Perform/maintain system access requests.
• Liaise with third-party service providers.
• Interact with second level support teams.

Skills

Customer service

Communication

Problem solving

Analytical thinking

Autonomy

Fast learner

Self-motivated

Tools

ServiceDesk Plus

Outlook

Job description

We have a fantastic Entry level opportunityin our IT Help Desk team.

You will assist our internal customers - James Pascoe Group of Companies based at Support Centres, Stores and Distribution Centre in NZ and AU with first level IT Support.

Some Key Duties include:

• Answer all incoming calls
• Log calls and service requests in ServiceDesk Plus
• Troubleshoot POS hardware, application, printer, network and desktop issues
• Perform/Maintain certain system access requests
• Liaise with third party service providers
• Interact with second level support teams

You will handle a variety of calls - from simple calls to more complex issues.

You will need to provide an efficient and effective service to minimise any business impact and loss of productivity.

You will need to be as comfortable and confident in answering technical questions and accurate in your logging of support and service requests.

You will need to stay calm under pressure and pride yourself on providing consistent efficient service.

This is a busy Help Desk and a varied role, so you'll need to be one of those people who are not easily riled.

To be considered for this position:

• You must be able to work roster-based shifts, including late nights, weekends, and public holidays.
• Must have previous IT Helpdesk experience
• A quick learner and self-motivated
• Must have strong customer service skills
• You like to have a degree of autonomy
• You have strong problem solving and analytical skills
• Excellent relationships building and communication skills
• Previous experience using Outlook email preferred

*Please note that we will be relocating to the new Support Office on Pitt Street by July 2027.

Entitlement to work in New Zealand
In accordance with the Immigration Act 2009, you will be asked to provide evidence of your entitlement to work in New Zealand during the selection process. If invited to interview, you will be required to bring original documentation with you. Please refer to our Frequently Asked Questions on our Contact Us page for more information.