IT Helpdesk Support

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 escalate

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.

If this sounds like you, apply now!

For enquiries related to this position please contact Charlotte Holmes, Senior Recruitment Advisor at [email protected].