The primary responsibility of the role will be to provide Service Desk services that supports the AIA users, customers and AIA intermediaries and external customers (intermediarie)through the provision of request, problem, and incident management.

At AIA, our promise is to help people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing.

The Opportunity:

The Service Desk Administrator is a pivotal member of the Infrastructure & Technology Operations Team

The scope of this role includes but is not limited to being the first point of contact between the end user, intermediaries and Technology community.

The role will be part of a shared services team located in New Zealand where resources and capabilities can be leveraged across the AU & NZ  region.

About the role:

Some responsibilities include:

• The primary responsibility of the role will be to provide Service Desk services that supports the AIA users, customers and AIA intermediaries and external customers (intermediaries) through the provision of request, problem, and incident management. 

• You will be responsible for maintaining an exceptional customer experience by providing superior support services, ensuring any system issues are resolved in a timely manner. This role also involves supporting AIA intermediaries and third party customers in the use of AIA external facing systems.

• This position will include interaction with system vendors, technical specialists within Technology and, colleagues in other Departments to ensure intermediaries receive consistent experiences and support

• Work in rostered shifts including weekends and providing on-call support per schedule

• Provide support over phone and emails, and using remote support tools to perform screen sharing sessions etc.

• Vital to this role is handling high-value intermediaries which are critical to business and working in a demanding customer environment.

• Where required assist in UAT/PVT testing to verify developed systems and processes meet business requirements to achieve desired outcomes.

• Collaborate with team members on knowledge transfer, support policies, procedures and standards and input these into the knowledge management tool as reference materials.

• Produce clear and effective written communication in relation to system and process changes including scheduled maintenance and downtime.

About you:

• Minimum two years’ technical experience within enterprise environments with a focus on end-user services Financial Services and/or Insurance Industry Experience and familiarity with terminologies such as Insurance Quotes, Underwriting and Inclusion of Benefits etc and system knowledge of Xplan (preferred). This knowledge helps to understand the intermediaries' queries and related impact.

• ITIL Certification, or demonstrable experience within ITIL organization

• Solid understanding and working knowledge of:

  • ServiceNow ITSM Tool

  • Microsoft Active Directory and user administration

  • Windows Operating systems, including Win 10

  • Microsoft Office365 Suite and common desktop applications

  • Mobile devices including iPhones & iPads

  • Audio Visual equipment

  • IP telephony and Unified communications experience (UCCE)

• Experience with regulatory compliance issues is desirable

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• We invest in training and development to build on your current skills

• Career development through internal mobility opportunities

• Work for a business helping make positive health and wellbeing changes to the lives of New Zealanders

• Access additional leave days to recharge and refresh yourself

• Enjoy wonderful Health and Wellbeing initiatives that support you

• Work with supportive and inclusive managers

• Flexible working arrangements

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.