IT Service Desk Specialist — Remote-First Support

HCLTech - Australia and New Zealand; Dunedin; On-site; NZD 50,000 - 70,000; Full time

Job summary

HCLTech in Dunedin, NZ is hiring for a Service Desk/IT Help Desk role requiring 2-3 years of experience in voice customer service and ticket-based IT support. You will diagnose hardware, software, and network issues, route to higher-level teams, and manage user accounts and incident tickets.

The role emphasizes strong problem-solving, Windows 10/11, Active Directory, VPN, and ITIL knowledge, with ITIL processes and SOPs guiding daily operations.

Qualifications

• Certification requirements
• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
• Route problems to internal 2nd and 3rd level IT support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
• Administer and provide User account provisioning
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• Provide knowledge transfer of Service Desk operations

Skills

Phone support experience

Technical Service desk

Problem solving

Windows 10/11

Windows Server 2022

Active Directory

VPN knowledge

MS Office 365

ServiceNow

Remote desktop

SCCM

ITIL knowledge

Tools

ServiceNow

SCCM

Remote Desktop

Active Directory

Job description

HCLTech in Dunedin, NZ is hiring for a Service Desk/IT Help Desk role requiring 2-3 years of experience in voice customer service and ticket-based IT support. You will diagnose hardware, software, and network issues, route to higher-level teams, and manage user accounts and incident tickets.

The role emphasizes strong problem-solving, Windows 10/11, Active Directory, VPN, and ITIL knowledge, with ITIL processes and SOPs guiding daily operations.