About the role

Why you would like it

• Varied tech stack: Microsoft 365, SharePoint, business apps 
• Plenty of user interaction (phone, email, in-person, Freshdesk) 
• Great exposure to incident triage, SLAs, and escalation pathways 
• Certification support 

The opportunity

You’ll be the first point of contact for IT incidents and service requests, helping users get moving again and learning how a modern support function runs day-to-day. Expect a mix of quick fixes, clear communication, and structured ticket handling - with the chance to grow your capability across Microsoft 365, SharePoint, desktop support, and business applications.

Company profile

You’ll be joining an established organisation with a customer-first mindset and a practical, process-driven approach to IT support. The environment is collaborative and encourages learning - ideal if you’re keen to build confidence, expand your technical breadth, and develop strong support habits in your career.

The role

• Be the first point of contact for IT support via phone & email 
• Log, triage, and resolve Level 1 incidents and service requests 
• Escalate to Level 2/3 support when needed, with good notes and context 
• Support Microsoft 365 and SharePoint (Outlook, Teams, OneDrive etc) 
• Assist with Freshdesk access, queue management, and ticket updates 
• Provide basic support for CRM and other business applications (access, navigation, simple config) 
• Troubleshoot Windows, laptops, printers, and standard workplace software 
• Keep records tidy, contribute to the knowledge base, and work to SLAs 

Your fit

• Relevant IT qualification (degree/diploma/cert) or equivalent hands-on experience 
• Comfortable with Microsoft 365 and basic SharePoint concepts 
• Exposure to ticketing tools (Freshdesk ideal, but not essential) 
• Strong customer service skills and clear written/verbal communication 
• You enjoy troubleshooting and can follow defined processes 
• Bonus points for any helpdesk/service desk experience (including internships) 
• Nice to have: AD/Azure AD basics and familiarity with ITIL concepts 

If this sounds like you, hit Apply Now with your most up to date CV. For more infomation contact Courtney at courtney@potentia.co.nz