What You'll Be Doing | Mō te Tūranga

As a Service Desk Engineer, you'll ensure smooth IT service delivery, supporting end-users and aligning services with business needs. You'll handle incidents, manage service requests, and oversee escalations, while working closely with internal teams to meet SLAs and KPIs.

Key Responsibilities

• Resolve incidents and service requests efficiently
• Meet or exceed service level agreements (SLAs) and KPIs
• Communicate status updates to end-users
• Escalate unresolved issues to higher-level support
• Maintain and update a knowledge base for common issues
• Identify opportunities for continuous process improvements
  
  

'About You | Mōu

To Thrive In This Role, You'll Need

• Strong technical problem-solving skills with desktop computers and software
• Good understanding of Microsoft products (Windows OS, Office Suite)
• Knowledge of ITIL, Agile/Scrum frameworks, and change management processes
• Excellent communication and customer service abilities
• Experience handling multiple incidents and prioritizing effectively
• Ability to create and maintain technical documentation
• Strong organizational skills and time management
• Some knowledge of PCI compliance and DevSecOps (preferred)
• IT qualification with experience in Service Desk/IT Support (preferred)
  
  

What We Offer | Ngā āhuatanga kei a mātou

• Free AA Membership for you and your whānau
• NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
• A day off for your birthday
• Hybrid working arrangement
• Training available / career development
• Discounted insurance
  
  

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years we've been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands.

From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Come join us and take your career on its next adventure!

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.