IT Service Desk Analyst

Qudos Bank; City of Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

14% super

Flexible working options

24/7 counselling

Free flu vaccinations

Discounted gym memberships

Study assistance

Paid parental leave

Volunteer leave

Bereavement leave

Gender affirmation leave

Family violence leave

Bonus annual leave

Job summary

Bank Australia is seeking a Service Desk Analyst to deliver 1st and 2nd level support to staff via phone, remote tools, and desktop assistance. You will triage hardware, software, and network issues, log calls in Manage Engine, and escalate as needed to maintain SLAs and data risk compliance.

Ideal candidates have ITIL-based IT support experience, strong customer service, and solid knowledge of Citrix, Windows Server, AD, and M365 tools.

Qualifications

• Experience in IT support within an ITIL Service Management framework.
• Strong customer service skills with a proactive, solutions-focused mindset.
• Excellent communication, interpersonal and relationship-building skills.
• High attention to detail and accuracy in technical support and documentation.
• Willingness to provide after-hours support as required.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

Responsibilities

• Provide 1st and 2nd level support to staff via phone, remote tools and desktop assistance.
• Respond to and prioritise incoming requests across hardware, software, networking and other tech issues.
• Deliver high-quality customer support both face-to-face and remotely using tools like Remote Desktop.
• Log and manage support calls in Manage Engine, escalating to level 2/3 or vendors as needed.
• Ensure timely resolution of issues in line with SLAs and data risk policies.
• Identify opportunities to improve IT systems and share insights with the team.
• Support compliance training and contribute to team goals and KPIs.
• Participate in meetings, complete daily duties and assist with other tasks as directed.

Skills

ITIL Service Management

Customer service

Communication

Attention to detail

Citrix

Windows Server

Active Directory

Microsoft 365 admin tools

Teams / video conferencing

Education

Tertiary IT qualification

Tools

Citrix

Windows Server

Active Directory

Microsoft 365 admin

Teams

Job description

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

The role of the Service Desk Analyst exists to provide 1st level support, via the phone and 2nd level either by using remote desktop tools or by desktop support to staff across the organisation.

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Provide 1st and 2nd level support to staff via phone, remote tools and desktop assistance.
• Respond to and prioritise incoming requests across hardware, software, networking and other tech issues.
• Deliver high-quality customer support both face-to-face and remotely using tools like Remote Desktop.
• Log and manage support calls in Manage Engine, escalating to level 2/3 or vendors as needed.
• Ensure timely resolution of issues in line with SLAs and data risk policies.
• Identify opportunities to improve IT systems and share insights with the team.
• Support compliance training and contribute to team goals and KPIs.
• Participate in meetings, complete daily duties and assist with other tasks as directed.

What you will bring

• Experience in IT support within an ITIL Service Management framework.
• Strong customer service skills with a proactive, solutions-focused mindset.
• Excellent communication, interpersonal and relationship-building skills.
• High attention to detail and accuracy in technical support and documentation.
• Solid understanding of Citrix, Windows Server, Microsoft Office and Active Directory.
• Experience with Microsoft 365 admin tools and video conferencing platforms like Teams.
• Tertiary qualification in IT or related field (desirable).
• Willingness to provide after-hours support as required.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

Bank Australia is an equal opportunity employer committed to sustainable development.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date.

Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.