IT Helpdesk Technician — First-Line Support & Client Care

assessHR; Waitakere Ranges; On-site; NZD 55,000 - 75,000; Full time

Job summary

Altitude IT Limited is seeking a Level 1 Helpdesk Engineer in New Zealand. The role focuses on maintenance, support, and installation of desktop equipment and software, serving as the first contact for clients via email or phone, and ensuring timely ticket resolution within service levels.

Core duties include logging queries, scheduling and prioritizing tickets, documenting triage steps, recording time and invoicing, and providing regular progress updates.

Qualifications

• Logical problem solving ability and organized documentation practices.
• Confident, clear, precise written and verbal communication.
• Ability to engage with clients in a friendly, helpful manner.
• Excellent time management with multitasking and adaptability.

Responsibilities

• Handle client queries by phone or email, logging and resolving tickets.
• Manage technician schedules and prioritize tickets by urgency.
• Plan actions efficiently while considering resource impact.
• Record initial triage and ensure time, hardware orders, and invoicing are accurate.
• Provide regular ticket status updates and escalate to Service Delivery Manager/Director when needed.

Skills

Problem solving

Documentation

Communication

Time management

Multitasking

Job description

Altitude IT Limited is seeking a Level 1 Helpdesk Engineer in New Zealand. The role focuses on maintenance, support, and installation of desktop equipment and software, serving as the first contact for clients via email or phone, and ensuring timely ticket resolution within service levels.

Core duties include logging queries, scheduling and prioritizing tickets, documenting triage steps, recording time and invoicing, and providing regular progress updates.