IT Helpdesk Support

Duncan Cotterill; Auckland; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Training and development opportunities

Modern office facilities in Auckland

Collaborative workplace culture

Job summary

Duncan Cotterill is seeking an IT Helpdesk Support to join our national IT team in Auckland. This full-time role will be the first point of contact for Auckland staff, handling Level 2 and 3 support within a busy office environment.

You will work with Windows systems and Microsoft 365, manage tickets end-to-end, and coordinate with vendors and the national IT team on firm-wide initiatives. Training and development opportunities are available in a modern CBD office.

Qualifications

• 3+ years' experience in Level 1-2 IT support or service desk roles in corporate environments.

Responsibilities

• Provide Level 1 and 2 IT support across the organisation.
• Set up and maintain IT hardware and software for new and existing users.
• Own your helpdesk tickets end to end – clear records, users kept updated, and enough detail for a colleague to pick things up when you elevate.
• Support site-based technology requirements for new and existing projects.
• Work closely with the Auckland office manager and reception on office technology, meeting room support and anything affecting the day-to-day running of the office.
• Liaise with external vendors for issue resolution and service management.
• Carry out user account and access changes accurately and in line with our security and change processes.
• Assist with small to medium IT projects and ongoing system maintenance.
• Collaborate with our national IT team on firm-wide initiatives.

Skills

IT support

Windows

MS 365

ITIL

ISO 27001

Tools

Document Management Systems

Practice Management Systems

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Duncan Cotterill is a New Zealand owned law firm with six offices across New Zealand. We put a lot of time and thought into making Duncan Cotterill a great firm to work – a firm where you enjoy work, are challenged, and achieve.

We're looking for an IT Helpdesk Support to join our national IT team. This is a full-time position, Monday to Friday, based in our Auckland office.

You'll be our IT presence on the ground in Auckland, working as part of a national team based mainly in Christchurch. You'll be the first person Auckland staff come to, with Level 2 and 3 support, as well as your manager, just a call away. This role is a good fit for someone who enjoys the variety of being close to a busy office and likes working with people as much as technology.

Key Responsibilities:

• Provide Level 1 and 2 IT support across the organisation
• Set up and maintain IT hardware and software for new and existing users
• Own your helpdesk tickets end to end – clear records, users kept updated, and enough detail for a colleague to pick things up when you elevate
• Support site‑based technology requirements for new and existing projects
• Work closely with the Auckland office manager and reception on office technology, meeting room support and anything affecting the day‑to‑day running of the office
• Liaise with external vendors for issue resolution and service management
• Carry out user account and access changes accurately and in line with our security and change processes
• Assist with small to medium IT projects and ongoing system maintenance
• Collaborate with our national IT team on firm‑wide initiatives

Technical Requirements:

• Have 3+ years' experience in Level 1-2 IT support or service desk roles in corporate environments, with practical ITIL-based service management exposure
• Possess strong Windows systems, Microsoft 365, and hardware/network troubleshooting skills
• Demonstrate strong working knowledge of incident, problem, and change management processes
• ITIL V3 Foundation (or equivalent) certification is helpful, but working knowledge is essential
• Have exposure to Document Management Systems and Practice Management Systems - highly advantageous
• Experience working in an ISO 27001 certified or similarly controlled environment

Culture & Personal Attributes:

• Show integrity, empathy and excellent communication skills, including the ability to translate technical issues for non‑technical stakeholders
• Have a learning mindset
• Be self‑sufficient yet collaborative – able to work independently while maintaining strong relationships with our distributed team
• Understand the importance of maintaining team culture across locations

In return, we can offer:

• A supportive IT team environment focused on your growth and learning
• Exposure to diverse and interesting IT projects
• Training and development opportunities
• Experience with new and innovative systems
• Modern office facilities in the heart of Auckland's CBD
• A collaborative and inclusive workplace culture

Whether you're looking to advance your IT career or seeking your next challenge, this is the perfect opportunity to develop your skills in a supportive environment.

For enquiries related to this position please contact Charlotte Holmes, Senior Recruitment Advisor at ***************@duncancotterill.com.