Desktop Engineer

  • Westpac
  • Hybrid (Auckland)
  • 16 May, 2024
Full time Information Technology

Job Description

Mō te tūranga | About the Role

This role will focus on the reduction of IT related incidents, developing automation and simplification methods, working closely with the problem management team and Senior Desktop Specialists. You will continue to support Level 2.5 and/or 3 IT incidents, but look to use automation toolsets or coding to enhance simplification of IT incidents for our customers and the team. This role will promote the use of self service strategies to our customers and requires analytical problem solving techniques that support the customer experience.

Handling break fix Level 2.5 and/or 3 support issues, including different desktop technologies, platforms, networks, software and hardware.

  • A strong understanding of ITIL framework to support business objectives, service design and operations.
  • High level of understanding of ServiceNow functionality such as Self-service & knowledge management toolsets.
  • Knowledge in automated scripting for self-service resolution tasks using widgets.
  • Performs a variety of complex information technology support duties to ensure smooth delivery of technology services.
  • Worked with chat bot/virtual agent conversation analysis for simple language that leads a desktop user to a coded solution via an agent.


Nā tāu rourou | What will you bring?

  • Technical writing ability
  • High level of ServiceNow experience in virtual agents
  • Proven examples of simplification, automation, elimination of IT incident tickets
  • Advanced level of understanding of desktop systems and applicable software
  • IT related courses that supports engineering principles, coding, development and automation strategies
  • Preferred Power BI reporting experience
  • Exceptional and Proven analytical and problem-solving skills
  • A technical, logical thought process
  • Excellent organisational and time management skills


Westpac Hei Wāhi Mahi | Working at Westpac
In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:

  • 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
  • Additional purchased leave options up to 4 weeks per year
  • Banking benefits, insurance discounts and superannuation scheme
  • Growth and development – we provide opportunities for development and promote internal mobility
  • Recognition - we recognise and reward our star performers
  • School holiday subsidy - help you balance work and family during school holiday
  • 2 Volunteer days per year

Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

Tono mai ināianei! | Apply Now!

Apply today with your CV and Cover Letter. 

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities. 

Mahi tahi tātou, kaha ake tātou | Together Greater