IT Helpdesk Support

Duncan Cotterill; Auckland; On-site; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Modern Auckland office

Job summary

Duncan Cotterill, a New Zealand owned law firm, is seeking an IT Helpdesk Support for Auckland. You’ll be the frontline IT presence, delivering Level 1–2 support across the organisation while collaborating with a national team.

This full-time role offers a busy, people-facing environment, exposure to hardware, software and security processes, and opportunities to contribute to project work and system maintenance from Auckland.

Qualifications

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

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 escalated.
• 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 experience

Windows & MS 365

ITIL/service management

Incident/change management

Education

ITIL Foundation certification

Job description

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 escalated
• 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

Desirable Experience

• 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.