Technology Support Specialist

AA Insurance NZ; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

A leading insurance company in Auckland is seeking a Help Desk Support team member to provide exceptional service to users. The ideal candidate will have experience in a service desk role, proficiency in ICT systems, and a passion for helping others. This role offers inclusive culture, flexible working, and various employee benefits. Applications close on September 29, 2025.

Benefits

Annual wellbeing allowance

Flexible working

Up to 50% off insurance products

$1500 refer-a-friend bonus

Qualifications

• Previous experience in a service desk or contact centre role is essential.
• Ability to troubleshoot and resolve ICT-related issues.
• Confidence in using multiple ICT systems at an advanced level.

Responsibilities

• Manage service desk tickets and provide updates to users.
• Maintain and update end-user documentation.
• Identify ICT incidents and escalate as necessary.
• Train staff in the use of technology.

Skills

Problem solving

Customer service

Multitasking

ICT systems proficiency

Education

Professional certificate in a related discipline

Job description

Overview

Be part of our growing IT team and support our business by providing exceptional service to our users.

We're not just another workplace, we're a team of like-minded people striving to make a real difference in the lives of as many Kiwis as we can. Trust is what makes us who we are. We're passionate and committed to doing the right thing and caring for each other and our customers. We work together to support our people and communities when they need us most, and that includes you. We know you're brimming with potential and so are we. Let's continue our journey together.

What You\'ll Be Doing

Due to some movement within the team, we have an exciting role to join our Help Desk team working predominately from our Auckland based office, where you will provide exceptional service desk support to our users. Your everyday will be taking calls from our 0800 number and helping our users by managing, resolving and redirecting tickets in Service Now. Your people-focused approach will ensure that the level of service will align with our values and strategy. You are our first level of technical support where you will be troubleshooting and resolving ICT related hardware, software and telephony issues. Your can-do attitude will see your day be filled with:

• Managing service desk tickets, from service desk to other support areas within the wider IT team and following up on outstanding tickets, providing updates to users


• Ensuring that end-user documentation is well-maintained and up to date


• Identifying ICT incidents and ensuring that all information is accurately captured and escalated through to our service delivery team


• Escalating complex issues to the appropriate team and tracking resolution


• Training AAI staff in the use of technology helping our people make the most out of the tools we provide them and promoting self-service

A Bit About You

• Your\'re the kind of person who loves to help people ensuring you are assessing our users\' needs to resolve their technology issues


• You will have confidence in using multiple ICT systems at an advanced level and have the ability to multitask in a fast-paced environment


• Previous experience in a service desk or contact centre role is a must along with your ability to problem solve and troubleshoot


• Ideally, you will have a professional certificate in a related discipline or be working towards an industry qualification(s)

Why You\'ll Love Working With Us

We have an inclusive and supportive environment and believe every voice matters. We believe in investing in our people and creating an inclusive space that provides opportunities for all.

We\'re committed to making our people\'s wellbeing a top priority, with benefits such as an annual wellbeing allowance, and flexible working. We offer great discounts on our products and retail partners, like up to 50% off our car, home, and contents Insurance, as well as a generous $1500 refer-a-friend bonus.

Our culture and care for our people can be seen in our outstanding engagement and tenure. We believe the most important investment we can make is in you.

Do you think you have the passion, collaboration, imagination, and values that match your own? Apply & upload your resume today. We are working on a quick turnaround for this role, so applications close on the 29th September 2025