First Line - Senior Service Desk Analyst


  • Join the Employee Experience team, in this newly created function managing the NZ Service Desk
  • Represent the service desk in managing high priority technology faults and failures until resolution
  • Support the Team Leads in coaching and assisting our Service Desk Analysts

About The Role
In this role, you would need to:

  • Hold responsibility for assisting the Team Leads in managing the service transition of new products and services into the service desk
  • As a specialist, you will be required to act as a subject matter expert (SME’s) for the products we support
  • Support the Team Leads in coaching, up-skilling our Service Desk Analysts
  • Represent the service desk in managing high priority faults and failures until resolution
  • Maintain a high first call resolution rate
  • Co-ordinate complex escalations and complaints
  • Engage and provide updates and feedback to the user community

Role Location: Wellington
Role Type: Multiple permanent, full-time opportunities available

About You
To grow and be successful in this role, you will ideally be able to demonstrate the following skills and experience:

  • It is imperative that you have a high level of customer service skill and aptitude – the customer will always be at the heart of what you do
  • General bank application, IT hardware, desktop knowledge
  • 1st and 2nd level IT support experience
  • Thorough understanding of all ANZ bank applications and environments
  • Effective oral and written communication skills, with exceptional technical problem solving skills

About ANZ
Our purpose is to shape a world where people and communities thrive. That’s why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

The ANZ values are the foundation of how we work and support our customers.

Integrity – We are honest and fair
Collaboration – We work together for the customer
Accountability – We take ownership and get things done
Respect – We care for all those we serve
Excellence – We challenge ourselves to be better

We work flexibly at ANZ. Talk to us about how this role could be flexible for you.

ANZ recognises the importance of flexible working, watch our Global Stories to see how ANZ aims to meet the needs of our customers and to attract and retain the best people in a changing world.

To find out more about working at ANZ or to view other opportunities visit anz.co.nz/careers   

You may apply for this role by visiting ANZ Careers and search for the reference number NEW039624.

Applications close Friday 6th December 2019.


  • Join the Employee Experience team, in this newly created function managing the NZ Service Desk
  • Represent the service desk in managing high priority technology faults and failures until resolution
  • Support the Team Leads in coaching and assisting our Service Desk Analysts

About The Role
In this role, you would need to:

  • Hold responsibility for assisting the Team Leads in managing the service transition of new products and services into the service desk
  • As a specialist, you will be required to act as a subject matter expert (SME’s) for the products we support
  • Support the Team Leads in coaching, up-skilling our Service Desk Analysts
  • Represent the service desk in managing high priority faults and failures until resolution
  • Maintain a high first call resolution rate
  • Co-ordinate complex escalations and complaints
  • Engage and provide updates and feedback to the user community

Role Location: Wellington
Role Type: Multiple permanent, full-time opportunities available

About You
To grow and be successful in this role, you will ideally be able to demonstrate the following skills and experience:

  • It is imperative that you have a high level of customer service skill and aptitude – the customer will always be at the heart of what you do
  • General bank application, IT hardware, desktop knowledge
  • 1st and 2nd level IT support experience
  • Thorough understanding of all ANZ bank applications and environments
  • Effective oral and written communication skills, with exceptional technical problem solving skills

About ANZ
Our purpose is to shape a world where people and communities thrive. That’s why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

The ANZ values are the foundation of how we work and support our customers.

Integrity – We are honest and fair
Collaboration – We work together for the customer
Accountability – We take ownership and get things done
Respect – We care for all those we serve
Excellence – We challenge ourselves to be better

We work flexibly at ANZ. Talk to us about how this role could be flexible for you.

ANZ recognises the importance of flexible working, watch our Global Stories to see how ANZ aims to meet the needs of our customers and to attract and retain the best people in a changing world.

To find out more about working at ANZ or to view other opportunities visit anz.co.nz/careers   

You may apply for this role by visiting ANZ Careers and search for the reference number NEW039624.

Applications close Friday 6th December 2019.

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