First Line Analyst (Tech Bar)

Req ID: 82515
Department: Technology Operations IT Support
Division: Technology
Location: Auckland
Ko Mātou – About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

Mō te tūranga - About the role

The First Line Analyst is part of our Tech Bar team and is there to provide an exceptional end user experience through multiple communication channels (Face to face, phone and online) meeting the needs of ANZ Bank staff members.

This role primarily provides face to face incident and work request management support at the Tech Bar and is dual skilled to fufil service desk/support services incicdents and requests to the level of 1.5 Technology.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent / Full-time
Role Location: Tāmaki Makaurau - Auckland

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

As a First Line Analyst, you will be accountable to:
Demonstrates empathy – listens to customers to understand their needs in order to deal effectively with their issues.
Keep the customer informed and up to date on any progress of a ticket or request.
Provide end user infrastructure and application support in line with agreed SLAs.
Provide effective and appropriate communication to end users, other Support Service staff and nominated stakeholders during service disruptions
Provide effective and appropriate communication in all dealings with bank staff
Manages work requests and incidents within agreed SLA’s
Logging and correctly assigning incidents in accordance with agreed business SLAs
Resolution of defined incident types at first level in line with agreed business SLA’s
Log access request of agreed applications/technologies for ANZ Bank staff in Tech Assist
Act as delegated authority for in-scope applications from application owners
Follow up on and escalation of outstanding records within business SLAs
Actively build relationships with key business units and participate in and support bank initiatives
Ōu Pūkenga? - What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Excellent Customer service skills
Have willingness to travel and drive for onsite regional branch visits and have a valid NZ Full driving license
Thorough understanding of all ANZ New Zealand Bank applications and environments
Effective oral and written communication skills with exceptional technical problem solving (in person and phone based support)
General bank application, IT hardware, desktop and software knowledge. 1st level support
Second level IT analysis/diagnosis/resolution techniques
PC, LAN, and networks topology

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

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.

/.You can apply for this role by visiting ANZ Careers and searching for reference number 82515.

Te Rā Ōtinga - Job Posting End Date

Tuesday 14th January 2025, 11.59pm, (NZST)

Please note: Applications will be reviewed from the closing date of this advertisement.