Service Desk Support Analyst

Chapman Tripp; Christchurch; On-site; NZD 60,000 - 75,000; Full time

Benefits offered by this job

Healthcare

Annual wellbeing allowance

Mobile phone subsidy

Broadband subsidy

Team events

Learning opportunities

Job summary

Chapman Tripp in Christchurch is seeking a Service Desk Support Analyst to join our national IT team. You’ll be the first point of contact for technical support by phone, email and in person, diagnosing and resolving issues quickly and maintaining SLA.

You have 2–5 years’ service desk experience, ITIL certification, and strong working knowledge of Windows 10, MS 365/Teams, and Active Directory. A solid grasp of LAN/VPN/TCP-IP networking and security is expected, plus AV tech familiarity.

Qualifications

• 2-5 years' relevant service desk experience.
• ITIL certification or equivalent qualifications.
• Vendor certifications desirable (MCP, MCSE or similar).
• Strong working knowledge of Windows 10, MS 365/Teams, and Active Directory.
• Solid grasp of LAN/VPN/TCP-IP networking basics.
• Awareness of desktop security and document management concepts.
• Security awareness of malware, phishing, ransomware and scams.
• Knowledge of AV technologies (Teams/Zoom Rooms and Open UC).

Responsibilities

• Respond to service requests and technical support queries in person, by phone or by email.
• Diagnose and resolve hardware and software issues assigned to the service desk.
• Provision laptops, user accounts and related hardware for new starters and refreshes.
• Log all interactions and document resolutions in our ITSM system.
• Maintain accurate asset inventory when assigning equipment or software.
• Take part in the on-call, out-of-hours roster (every four weeks).
• Get involved in wider IT project work and support the team in delivering technology services firm-wide.

Skills

Service desk experience

ITIL certification

Vendor certifications

Windows 10

MS 365/Teams

Active Directory

Networking basics

Security awareness

AV technologies

Tools

ITSM system

Open UC

Job description

Chapman Tripp is one of NZ’s largest law firms, we work on the country's biggest and most complex transactions, disputes and projects — and we know that great legal work depends on great people behind the scenes keeping everything running smoothly. That's where you come in.

We're looking for a Service Desk Support Analyst to join our friendly Christchurch office. If you're calm under pressure, genuinely enjoy helping people, and want to build a career in technology within a firm that invests in its people, we'd love to hear from you.

About the role

Working as part of our national IT team, you'll act as the first point of contact for technical support — by phone, email and in person — identifying, troubleshooting and resolving issues quickly and efficiently within SLA.

Day to day, you will:

• Respond to service requests and technical support queries in person, by phone or by email
• Diagnose and resolve hardware and software issues assigned to the service desk
• Provision laptops, user accounts and related hardware for new starters and refreshes
• Log all interactions and document resolutions in our ITSM system
• Maintain accurate asset inventory when assigning equipment or software
• Take part in the on-call, out-of-hours roster (every four weeks)
• Get involved in wider IT project work and support the team in delivering technology services firm-wide

About you

You'll bring humour, excellent communication skills, and the ability to stay calm while juggling shifting priorities. You're adaptable, a natural problem-solver, and comfortable responding to different people and situations as they come up. You'll also have:

• 2-5 years' relevant service desk experience
• ITIL certification or equivalent qualifications
• Relevant vendor certifications desirable (MCP, MCSE or similar)
• Strong working knowledge of Windows 10, MS 365/Teams, and Active Directory user administration
• A solid grasp of LAN/VPN/TCP-IP networking essentials, desktop security, and document management concepts
• Security awareness of malware, phishing, ransomware and scams
• A good understanding of AV technologies (Teams/Zoom Rooms and Open UC)

Why Chapman Tripp

We're proud to be the firm that leads — not just in the market, but in how we look after our people. We embrace technology as a tool to do our best work, and we never stop learning and improving, which means you'll be supported to build real skills and a genuine career path in IT, not just a job.

• A friendly, supportive and welcoming team environment with plenty of learning opportunities
• The chance to work with the latest, leading-edge technologies
• Competitive salary and benefits package including healthcare and annual wellbeing allowance
• Mobile phone and Broadband subsidy
• Groups and activities to suit your interests: arts & culture, sports, regular team and firm events for connection

If this sounds like your kind of firm, (Please note, only applicants already in NZ with the relevant long-term work rights can be considered for this role.)