1st Line Analyst Nz

At CTS our WHY is to deliver world-class IT services that transform the user experience and operational success of Law Firms and Chambers.

HOW we do this is by focusing ONLY on IT services for chambers and law firms, understanding their needs better than others and shaping our services around the unique requirements of legal sector firms and their users.

We deliver our ‘IT Services Shaped For Law’ by building high-performing, highly specialised teams who enjoy providing great service to happy clients; and for whom we know time matters, for them and for us.

Our values of Passion, Team and Excellence drive our search for new team members to join us. We care about what we do, and how we do it. We achieve more together. We learn and grow every day.

**About You**

You have a flair for tech and like to provide robust service delivery to our clients, with a strong will to make a difference. We have a dynamic environment, prioritising and multi-tasking effectively, as well as problem-solving whilst providing excellent communication, customer handling and interpersonal skills. We are committed to providing outstanding customer service (internally & externally) and you will be, too

An eye for spotting opportunities to refine and improve processes and service and can communicate effectively with clients and third parties both face to face and over the phone, in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills. Keeping calm and focused when in a pressured situation comes naturally to you. You demonstrate initiative and have excellent lateral-thinking and problem-solving skills. You are flexible and adaptable - excited by new ideas and/or technology and, keen to pick up and work with new initiatives.

Must be highly organized - managing workload and delivering effectively and efficiently. You demonstrate deep knowledge of the CTS core values, vision and mission of _building relationships through trust_.

**Responsibilities**
- Provide first-line investigation and diagnosis.
- Ensure all incidents and service requests are logged and assigned, with appropriate levels of detail, categorisation and prioritisation
- Take pride in ensuring that incidents are responded to and resolved in a timely manner to meet defined service level targets.
- Complete relevant and skilled investigations, before escalating to other support groups.
- Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers.

**Qualifications**
- At least senior 1st line responsibilities ideally within an MSP environment
- Software troubleshooting and assistance
- Microsoft Office 365, Exchange Online, OneDrive, SharePoint OnLine
- Windows 8.1 and later and MacOS
- Hardware troubleshooting and support
- Windows/MacOS laptops and PCs
- Printers and peripherals
- Server Administration and support
- Windows Server 2012 R2 and later
- Microsoft Exchange 2013 and later
- Active Directory
- Citrix XenDesktop 7.15 and later
- Networking knowledge
- LAN/WAN technology fundamentals
- Experience in these technologies is not essential but would be an advantage
- Microsoft Server/Client OS and/or Office 365 Certifications are advantageous but technical ability and aptitude for problem-solving is of higher value
- Active Directory including knowledge of DNS, DHCP, Group Policy
- Remote Monitoring and Management
- ITIL Foundation certificate