IT Support Specialist

Role overview

ASB Bank is hiring an IT Support Specialist to join its IT Service Desk within Employee Experience Services in Albany, Auckland. This is a front-line support role focused on helping internal team members resolve technology issues quickly and with clear ownership from start to finish.

About the organisation

ASB is a purpose-driven organisation that aims to help New Zealanders move forward. The bank is guided by Courage, Care, and Curiosity, and it combines the stability and reach of a large business with the opportunity for individuals to have real impact. The workplace is built around growth, contribution, and meaningful work.

Team environment

You will join the Service Management Practice, specifically the IT Service Desk team within the Employee Experience Services chapter. The team supports ASB people in staying productive by responding to technology problems through calls, live chat, and self-service channels. Support Specialists work alongside Senior Support Specialists and collaborate closely with other technology teams when issues need escalation. The group values teamwork, shared learning, and continuous improvement in a fast-moving, people-centered environment.

What the role involves

As a Support Specialist, you will be the first contact point for internal IT incidents and service requests. The role requires you to assess issues, resolve what you can at first contact, keep users informed, and make sure each case is followed through until it is fully closed. You will work in a high-volume support setting where speed, accuracy, and service quality all matter.

• Serve as the initial contact for internal technology incidents and requests
• Help ASB team members through phone calls, live chat, and self-service tools
• Investigate technical problems and complete early triage when escalation is needed
• Take responsibility for incidents and requests until resolution, with regular communication throughout
• Use sound technical judgement to improve first-contact resolution while meeting service targets
• Partner with senior specialists and third-line teams to progress escalated issues
• Spot recurring issues and suggest ways to improve service processes and outcomes
• Work in accordance with service management processes, performance expectations, and controls

Working pattern

The service desk operates from 7:00 am to 5:00 pm. Start and finish times are rostered within normal business hours. The position currently follows a hybrid arrangement, combining office work with work-from-home days.

About you

This role suits someone who is practical, service-minded, and comfortable taking ownership in a busy support environment. You should be able to adjust to changing priorities, communicate clearly, and stay calm while resolving issues for others.

• Background in a service desk or front-line IT support position
• Strong grasp of core technology concepts and confidence in troubleshooting and triage
• Experience supporting Windows, Microsoft 365, and modern managed devices
• Experience with mobile device support across Apple and Android platforms
• Familiarity with service management systems such as ServiceNow or comparable tools
• Understanding of incident handling, prioritisation, SLAs, and escalation processes
• Good time management and the ability to juggle multiple tasks at once
• Ability to learn quickly, work independently when needed, and collaborate well with others
• Strong interpersonal skills, with the ability to build rapport and stay composed under pressure

Benefits of working at ASB

• Opportunities for career development through training, courses, and internal progression paths
• An inclusive, values-led culture that supports diversity and belonging
• Wellbeing support including Southern Cross Wellbeing One, lifestyle leave, volunteering leave, and wider wellbeing resources
• Employee benefits such as discounted banking and insurance, plus generous parental leave top-ups
• The chance to do work that has a meaningful impact for customers across New Zealand

Additional information

The role is based at ASB C:Drive in Albany, Tāmaki Makaurau Auckland. The position is full-time and on-site/hybrid in nature, with the current working model described as hybrid. No salary, vacancy count, start date, or application deadline was specified in the source.

Who this role is for

This opportunity is best suited to candidates who want to build a career in IT support and enjoy being the person others turn to when technology needs to be fixed.