IT Support Specialist – Service Desk

About the role

The IT Support Specialist provides front‑line technology assistance to ASB employees, acting as the first point of contact for internal incidents and service requests. Working in a high‑volume service desk environment, the role combines rapid issue resolution with clear communication, and follows a hybrid work model.

Key responsibilities

• Serve as the initial contact for IT incidents and service requests via phone, live chat, and self‑service channels.
• Troubleshoot technical problems, perform initial triage and escalate when necessary.
• Own incidents and requests from start to finish, ensuring timely resolution and keeping users informed.
• Apply technical judgement to maximise first‑contact resolution while meeting service level agreements.
• Collaborate with senior support specialists and third‑line teams to manage escalations.
• Identify recurring issues and suggest improvements to processes and service outcomes.
• Operate in line with established service management practices, performance measures and controls.
• Work within the service desk operating hours of 7 am to 5 pm, following a rostered schedule.

Required profile

• Customer‑focused with a practical approach to problem solving.
• Strong sense of ownership and accountability for delivering results.
• Excellent communication skills, both written and verbal.
• Ability to thrive in a fast‑paced, collaborative environment.
• Commitment to continuous improvement and knowledge sharing.

Required skills

What we offer

• Hybrid working model with a mix of office and remote days.
• Supportive team culture centred on employee experience.
• Opportunities for professional growth within a trusted New Zealand bank.