Help Desk Officer

Police Bank Ltd.; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible and hybrid working options

Generous parental leave

Wellbeing programs and leave types

Job summary

Police Bank is seeking a Hands-on Technical Support Officer to join the Technology team in Surry Hills, NSW. The role requires in-office work five days a week and offers exposure to Tier 1/2 IT support across hardware, software, and Microsoft 365, with a focus on delivering a positive customer experience.

You will handle incidents from initial contact through to resolution, assist with device provisioning, software deployment, and ongoing IT service improvements in a friendly, member-focused

Qualifications

• 12 months’ experience in a Help Desk, Service Desk, IT Support or Technical Support environment.

Responsibilities

• Respond to IT support requests via phone, email, chat and ticketing system.
• Diagnose and resolve Tier 1 issues and provide Tier 2 support where appropriate.
• Support desktops, laptops, mobile devices, printers and other IT equipment.
• Install, configure and troubleshoot software and Windows OS.
• Support Microsoft 365 apps including Outlook and Teams.
• Troubleshoot connectivity, network and system access issues.
• Assist with user accounts, permissions and password resets.

Skills

Windows 10/11

Microsoft 365

Help Desk

IT Support

Customer Service

Troubleshooting

Job description

Police Bank is one of Australia’s fastest growing Mutual Banks. We are a progressive, purpose-driven financial institution, and we pride ourselves on offering a competitive range of financial products and services, all of which have been created with the needs of our members at front of mind.

The Opportunity

We’re looking for a customer-focused Technical Support Officer to join our Technology team in Surry Hills. NB – you will be required to be in the office 5 days a week

In this hands-on role, you’ll provide responsive Tier 1 and, where appropriate, Tier 2 technical support to employees across Police Bank. You’ll help resolve day-to-day issues across hardware, software, Microsoft 365, user access and network connectivity, while ensuring every interaction delivers a positive and professional customer experience.

This is a great opportunity for someone with at least 12 months’ experience in IT support who enjoys problem-solving, working with people and building their technical capability within a supportive team environment.

What will you be doing?

• Responding to IT support requests received via phone, email, chat and the IT service management system
• Diagnosing and resolving Tier 1 technical issues and providing Tier 2 support where appropriate
• Supporting desktops, laptops, mobile devices, printers and other IT equipment
• Installing, configuring and troubleshooting software applications and Windows operating systems
• Supporting Microsoft 365 applications, including Outlook and Team
• Troubleshooting basic connectivity, network and system access issue
• Assisting with user accounts, permissions, password resets and email administration
• Recording, prioritising and managing incidents and service requests through to resolution
• Maintaining accurate IT hardware and asset records
• Supporting system upgrades, technology rollouts and continuous improvement initiatives
• Completing office facilities management tasks from time to time, including booking couriers, assisting with the facilities phone, and liaising with contractors and vendors

What are we looking for?

• At least 12 months’ experience in a Help Desk, Service Desk, IT Support or Technical Support environment
• Strong working knowledge of Windows 10 and Windows 11
• Experience supporting Microsoft 365, including Outlook and Teams
• Confidence troubleshooting common hardware, software, connectivity and user access issues
• Familiarity with IT service management or ticketing systems
• Strong customer service and interpersonal skills
• The ability to explain technical information clearly to non-technical users
• Strong organisation and time management skills, with the ability to balance multiple requests and competing priorities
• A proactive, solutions-focused approach and willingness to assist across a broad range of technology and office support activities
• Experience with Active Directory, employee onboarding and offboarding, IT asset management, system upgrades or technology rollout projects would be highly regarded. A qualification in Information Technology, Computer Science or a related discipline would also be beneficial.

About Us

We know people do their best work when they feel supported, trusted, and connected to purpose.

At Police Bank, you’ll find:

• Meaningful work – what you do directly supports our members and community
• Real impact – your ideas and contributions won’t get lost in layers
• Trusted environment – we value outcomes over hierarchy
• Flexibility – we support balance in how you work
• Growth – opportunities to develop, stretch, and progress your career

What can we offer you

Work-Life Balance & Wellbeing
Enjoy flexible and hybrid working options, generous parental leave, and unique leave types that support your wellbeing and life circumstances. Access wellbeing programs, EAP support, and regular health initiatives.

Rewards & Benefits
Benefit from competitive superannuation, salary packaging options, novated leasing, and exclusive access to financial services and employee discounts. Plus, earn through our referral program.

Learning & Development
Grow your career with study support, paid study leave, professional membership reimbursement, and access to online learning resources.

Recognition & Community
Be celebrated through awards, milestone recognition, birthday perks, and volunteer leave—while contributing to a supportive and purpose-driven workplace.

PoliceBankisanEqualOpportunityEmployer.Allqualifiedapplicantswillreceiveconsiderationforemploymentwithoutregardtorace,religion,genderidentityorexpression,sexualorientation,age,maritalordisabilitystatus.ThisroleisopentoAustralianandNewZealandCitizensandpermanentresidentsonly.