Service Desk Specialist

• Full Time
• Application Closes 06 Jul 2025
• Taranaki - New Plymouth
• Computer Support Specialist

Service Desk Specialist

We are in search of an outstanding professional to become part of our Technology Services team as a Service Desk Specialist on a permanent, full-time basis. This position is ideally based in New Plymouth. (Auckland would be considered) . 

In this role, you will deliver IT engineering support services to our internal business, ensuring that service levels are achieved, standards are upheld, and all incidents are addressed promptly and professionally.

A significant aspect of this position involves managing the daily operational support of enterprise systems (including assignment and escalation, incident resolution, desktop support, system administration, and reporting) while ensuring that service levels are upheld, standards are maintained, and all incidents and requests are dealt with in a timely and professional manner.

Who are you?

You are driven to build a career in technology and possess outstanding customer service abilities. You have a strong desire to learn and adapt, and you thrive in a close-knit team of top-notch professionals who will assist you in your growth and success. While you will put in hard work, you will also enjoy gratifying outcomes, including potential career progression within Technology at TSB.

To excel in this position, you will need:

• Over 1 year of experience in a professional environment in a customer support role.
• A sincere interest in technology, both professionally and personally.
• Familiarity with Microsoft 365, Windows Desktop Operating Systems, and Teams.
• Strong communication, self-motivation, time management, prioritisation, and multitasking skills.
• Strong work ethic with a desire and motivation to achieve.

You will:

• Deliver Level 1 and Level 2 support via telephone, portal, chat and in-person using a ticket system for bank staff and designated third parties. 
• Escalate issues to senior support (L3) when necessary. Maintain complete ownership of request and incident records.
• Actively engage in managing incidents and problems, identifying trends, and seeking appropriate solutions to limit and prevent future occurrences, while recommending and implementing changes to reduce incidents/problems.
• Proactively seek to report and enhance processes, tools, and roles as necessary to provide improved service levels.
• Develop a strong continuous improvement work ethic, ensuring that all opportunities to update documentation and processes are taken.
• Develop a solid understanding of TSB’s IT systems and services, as well as related business processes and procedures.
• Collaborate with wider business teams to gain insights into their areas of expertise to better support them.
• Provide reporting assistance to the Enterprise Service Team and Manager.
• Provision hardware and software assets, and fulfil standard requests (Install/Move/Add/Change).

What’s in it for me?

At TSB, we’re small enough to really care about our customers but big enough to have great rates, innovative products, and digital solutions. We are looking for people to help us achieve our goal of being the easiest bank to deal with.  

We aim to create remarkable experiences for our people, who in turn create remarkable experiences for our customers. 

By working with us, you’ll be a part of a profit for purpose organisation.  We’re 100% owned by Toi Foundation, a philanthropic trust, and our annual dividends contribute to Toi’s transformational impact in our community.  

We believe that we all bring something unique to our workplace and when we are encouraged to be ourselves, TSB is stronger for it. That’s why we’re committed to supporting your wellbeing, creating space for you to be your best self, both in and out of work, and enabling you to make a meaningful difference in our communities.  

If you are ready to get stuck in as part of a collaborative team where you’re supported to be your best self…. Apply Now! 

Closing date for applications is 5.00 p.m., Sunday 6th of July 

Applications will be reviewed as they come in.