IT Support Specialist

IT Service Desk | Employee Experience Services

Location: ASB C:Drive, Albany, Tāmaki Makaurau Auckland

About us | Mō Mātou

At ASB, we’re here to help New Zealanders get one step ahead. We’re a purpose‑led organisation that supports people, communities, and our environment to thrive together. Our work is guided by our values of Courage, Care, and Curiosity. We challenge the status quo when it matters, we care deeply about the people we work with and serve, and we keep learning so we can do better every day.

As one of Aotearoa’s most trusted banks, we offer the scale and stability of a large organisation, while recognising the impact each person can make. You’ll be supported to grow, contribute meaningfully, and do work that matters.

About the team | Mō te tīma

You will be part of the Service Management Practice, sitting within the IT Service Desk in our Employee Experience Services chapter. The team plays a key role in keeping ASB people productive by providing timely, practical support when technology issues arise.

The service desk is made up of support specialists and senior support specialists who work closely together across calls, live chat, and self‑service. Support Specialists are often the first point of contact for ASB team members, helping to resolve issues directly or working with wider technology teams when escalation is needed.

The team has a strong focus on collaboration, knowledge sharing, and continuous improvement. While the work is fast‑paced, you are supported by experienced senior specialists and leaders. The environment is people‑focused and centred on delivering a consistent, positive employee experience.

About the role | Mō te tūranga

As a Support Specialist, you will provide front‑line IT support for ASB team members and act as the first point of contact for internal technology issues and requests. Working in a high‑volume service desk environment, you will focus on resolving issues quickly, communicating clearly, and ensuring every request is owned through to resolution.

In This Role, You Will

• Act as the first point of contact for internal IT incidents and service requests
• Support ASB people through calls, live chat, and self‑service channels
• Troubleshoot technical issues and complete initial triage where escalation is required
• Own incidents and requests end to end, ensuring timely resolution and clear communication
• Apply technical judgement to maximise first‑contact resolution while meeting SLAs
• Work closely with senior support specialists and third‑line teams to manage escalations
• Identify repeat issues and contribute ideas to improve processes and service outcomes
• Operate in line with service management practices, performance measures, and controls

The service desk operates between

7am and 5pm, with rostered start and finish times within standard business hours. The role currently follows a hybrid working model, with a mix of office and work‑from‑home days.

About you | Ō pūkenga

You are customer‑focused, practical, and take ownership of getting things sorted. You are comfortable working in a busy support environment where priorities can change, and you understand the importance of clear communication and follow‑through.

You Bring

• Experience working in a service desk or front‑line IT support role
• A solid understanding of technology fundamentals and the ability to troubleshoot and triage issues
• Experience supporting Windows environments, Microsoft 365, and modern managed devices
• Experience supporting mobile devices across Apple and Android
• Familiarity with service management tools such as ServiceNow, or similar platforms
• An understanding of incident management, prioritisation, SLAs, and escalation practices
• Strong time management skills and the ability to manage multiple requests at once

You enjoy learning, can work autonomously when required, and collaborate well with others. You build rapport quickly, remain calm under pressure, and are motivated by delivering reliable, positive outcomes for the people you support.

Working for ASB | Te mahi ki ASB

At ASB, our values guide how we work with each other, our customers, and our communities.

• Career growth: Learning and development opportunities through training, courses, and internal pathways
• Inclusive culture: Values‑led teams that support diversity and belonging
• Health and wellbeing: Southern Cross Wellbeing One, lifestyle and volunteering leave, and wellbeing support
• Meaningful benefits: Discounted banking and insurance, and generous parental leave top‑ups
• Purpose‑led work: Make a real difference for customers across New Zealand

If you’re looking to build your career in IT support and enjoy being the first point of contact for getting things sorted, apply now and join our Service Desk team.