Mō te tūranga | About the Role
Responsible for the resolution of IT related incidents through the service desk. The Reduction of common IT related incidents through data analysis and categorization using Knowledge articles, eliminating incidents through problem management strategies, automate common incidents using automated toolsets, develop ways to streamline and enhance IT incidents.
This role will promote the use of self-service strategies to our customers and requires analytical problem-solving techniques that support the customer experience.
The role will involve working closely with the Senior Desktop Specialists, Level 2 and the Service Desk Lead to support the Service Desk Operational Strategy.
You will also at times be available to support the Service Desk function after hours through the call out roster.
Nā tāu rourou | What will you bring?
• ITIL Foundations
• Two years experience in an IT performance analysis and end-user support role
• Excellent analytical and diagnostic skills
• Advanced knowledge of help desk software and remote-access systems
• Experience assisting customers through phone and live chat, teams and other service channels
• intermediate level of understanding of desktop systems
• Preferred external course – PC/IT related courses that supports automation strategies
• High level of Service now experience in virtual agents and knowledge articles
• Preferred experience in ticket analysis, reviews, and reporting
• Preferred experience in knowledge automation
• Preferred Power BI reporting experience
• Proven examples of simplification, automation, elimination of IT incident tickets
Westpac Hei Wāhi Mahi | Working at Westpac
In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:
• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
• Additional purchased leave options up to 4 weeks per year
• Banking benefits & insurance discounts
• Growth and development – we provide opportunities for development and promote internal mobility
• Recognition - we recognise and reward our star performers
• School holiday subsidy - help you balance work and family during school holiday
• 2 Volunteer days per year
Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!
Tono mai ināianei! | Apply Now!
Apply today with your CV and Cover Letter.
The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.
Mahi tahi tātou, kaha ake tātou | Together Greater
Applications close:
10 August 2025
