Help Desk Support Specialist

Police Bank Ltd.; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible and hybrid working options

Parental leave

Wellbeing programs and employee perks

Job summary

Police Bank Ltd. is seeking a customer-focused Technical Support Officer to join our Technology team in Surry Hills. You will provide Tier 1 and occasional Tier 2 IT support to staff, covering hardware, software, Microsoft 365, user access and network connectivity.

This role requires in-office presence five days a week. With at least 12 months in IT support, you will resolve day-to-day issues and help enhance technical capability within a supportive team.

Qualifications

• 12 months+ experience in Help Desk or IT support.
• Strong knowledge of Windows 10/11.
• Experience with Microsoft 365 (Outlook/Teams).

Responsibilities

• Responding to IT support requests via phone, email, chat and the IT service management system.
• Diagnosing and resolving Tier 1 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 issues.
• 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 as needed.

Skills

Customer service

Problem solving

Communication

Organizational skills

Education

IT/CS degree or related discipline

Tools

Microsoft 365

Active Directory

ITSM / ticketing systems

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?

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.

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

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

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

What happens next?

If this sounds like the opportunity you've been looking for, we'd love to hear from you. Apply now and take the next step in your career with Police Bank.

No recruitment agencies please. We've got this. Thank you!

Police Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status. This role is open to Australian and New Zealand Citizens and permanent residents only.