Level 1 IT Service Desk Technician - 7AM start

Abano Healthcare

Auckland
Permanent
Full-time

9 days ago
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Company DescriptionAt Abano Healthcare, we’re dedicated to fostering a supportive and innovative environment for our clinicians. As the largest dental support organisation in Australia and New Zealand where we operate Lumino the Dentists, we provide access to state-of-the-art equipment, robust learning opportunities, and mentorship programs.Job DescriptionWe are looking for a skilled and customer-focused Level 1/2 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for our clients seeking technical assistance.You'll be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests.Key Responsibilities:️ Technical Support & TroubleshootingProvide first and second level support for desktop, laptop, mobile, and peripheral issues.Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity.Handle Active Directory tasks including user account creation, password resets, and group permissions.Ticket ManagementCreate, manage and resolve tickets within SLA guidelines.Accurately document all actions and communications in the ITSM tool (Freshservice).Escalate complex issues to Level 2/3 support teams when necessary, ensuring proper handover and follow-up.Systems & Tools SupportSupport user access to corporate applications, VPN, email systems, and collaboration tools.Maintain knowledge of standard operating environments and software configurations.Work collaboratively with colleagues to deliver top tier service during outages and incidentsDocumentation & Process ImprovementCreate and update technical documentation, procedures, and user guides.Provide input on support process improvements and contribute to the knowledge base.Qualifications✅ Required:2+ years’ experience in an IT support or service desk role.
- trouble shooting
- backup and recovery processes
- familiarity with Active Directory
- experience with remote monitoring and management toolsStrong knowledge of Windows 10/11, macOS, Office 365, and basic networking.Experience with Active Directory, remote support tools, and ticketing systems.Solid understanding of ITIL or other service management frameworks.Preferred:Certifications such as CompTIA A+, ITIL Foundation, or Microsoft (MCP/MCSA).Familiarity with endpoint management systems (e.g., SCCM, Intune) is a plus.Exposure to dental services software and equipment is a plus but not requiredSoft Skills:Excellent problem-solving and analytical skills.Strong communication skills—both written and verbal.A calm, customer-oriented approach with the ability to manage pressure and prioritize tasks.Additional InformationA high-impact role that influences business performance at the ground level.Be part of a collaborative, supportive team that values innovation and results.Opportunities for growth in a dynamic, multi-site organisation.Competitive salary, benefits, and flexible working arrangements.

Abano Healthcare