Ko Mātou - About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

Mō te tūranga - About the role

Role Type: Secondment (12 months)
Role Location: Auckland
Work Hours: 37.5 hrs per week

Ka aha tō rā e kite ai? - What will your day look like

• Embed a NWOW culture of learning, empowerment, rapid experimentation, adaptability, and collaboration
• Efficient Issue Resolution: Diagnose and resolve end-user technical issues quickly and accurately at first contact, minimising escalations.
• Effective Triage & Escalation: Identify issues requiring escalation and route them correctly with clear documentation to minimise delays.
• Exceptional Customer Experience: Build a trusted relationship with our employee, understanding and meeting their needs, and putting their interests first to ensure we deliver a positive experience and good customer outcomes.
• Risks Compliance & Security Adherence: Understand, identify and manage risk as it relates to the role, report any breaches, follow organisational risk, security, data protection, and IT governance policies in all support activities.
• Knowledge and Judgement: Utilise knowledge base resources and contribute creation of new KBA, apply technical knowledge, sound judgement, and care and diligence in the performance of the role, to ensure we deliver good outcomes for all those we serve.
• Accountability & Growth: Take accountability for your performance, building your skills, knowledge and experience, and being open to change and the way you think about things, to ensure we support our learning culture and commitment to continuous improvement.
• People and Culture: Build positive relationships, contributing effectively as part of a team, and seek better ways of doing things, to ensure we support our high performing culture and are a great place to work.
• User Enablement & Education: Guide users on best practices and tools to reduce repeat incidents and improve technology adoption.
• Regional Branch Visits: Participate and travel to support onsite branch visits nationwide.

Ōu Pūkenga? - What will you bring?

• A high level of customer services experience.
• Effective oral and written communication skills (in person or phone-based support)
• A passion for innovation, driving simplification and automation, with customer experience as your focal point.
• A thirst for better understanding the customer and define the problem and develop solutions through their eyes.
• You will have a natural affinity for networking and building strong relationships.
• Full NZ Driver license and willingness to drive and travel during assigned regional branch visits.

The ‘good to have’ knowledge, skill and experience (KSE) the role requires are:

• Experience using ITSM tools such as ServiceNow
• Experience writing knowledge articles, from end user facing to technical, and sound understanding of the ITIL framework.
• Experience using digital monitoring tools, mainly Nexthink
• Experience in data analytics 
• 1 to 2 years’ experience working in a technology support function.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.  

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.  

We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.    

At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support.  

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 119472.

Job Posting End Date

28/07/2026, 11.59pm, (Auckland, New Zealand)