IT Service Desk Analyst

Reserve Bank of Australia; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Reserve Bank of Australia in Sydney CBD is seeking a Service Desk Analyst to respond to service requests, troubleshoot incidents and provide first/second level support. You will work within a high performing IT service desk team and collaborate with other analysts to deliver timely, quality IT support to a critical technology estate.

The role requires strong Exchange/Office 365 knowledge, AD, Citrix, VPN, and LAN/WAN exposure, with 2–3 years of relevant experience.

Qualifications

• Strong knowledge of Microsoft Exchange, Windows 10 and Office 365, ServiceNow.
• Active Directory and group policy environments.
• Understanding of client facing devices and knowledge of Antivirus, Citrix, VPN, TCP/IP and LAN/WAN environments.
• 2-3 years of similar IT Service Desk experience in first/second level support.
• ITIL, Microsoft (MCSE, MCP) or Cisco certifications would be a big advantage.
• Excellent communication and problem-solving skills.
• Reliable and proactive team member with attention to detail and punctuality.
• Efficiently managing time to handle multiple requests and prioritize tasks by urgency/impact.
• Identify problems accurately, analysing information logically and evaluating solutions.

Responsibilities

• Respond to service requests, troubleshoot and diagnose incidents, perform support and escalate to other groups as required.

Skills

Microsoft Exchange

Windows 10

Office 365

Active Directory

VPN

Citrix

LAN/WAN

ITIL

MCSE/MCP

Tools

ServiceNow

Job description

Reserve Bank of Australia - Sydney CBD NSW

• Work within a high performing Service Desk team

Technology is an inherent part of enabling the Reserve Bank of Australia's policy and operational objectives. With the country depending upon our systems being secure, highly resilient and efficient, you will work within the Bank's Information Technology (IT) department, and experience the capability-building opportunity to work with Australia's most critical core IT platforms.

About the role

Within the Information Technology (IT) department, as a Service Desk Analyst you respond to service requests, troubleshoot and diagnose incidents, perform support and elevate to other support groups as required.

Reporting to the Service Desk Manager and working closely with other Analysts, this is an excellent opportunity for you to be part of a high performing team, working alongside experienced people who are passionate about providing service excellence for our technology estate. We are innovative, curious and strongly believe in delivering value and efficiency through our work. This is a 16month fixed term contract.

About you

• Strong knowledge of Microsoft Exchange, Windows 10 and Office 365, ServiceNow
• Active Directory and group policy environments.
• A good understanding of client facing devices (desktop and laptop etc.) and knowledge of Antivirus, Citrix, VPN, TCP/IP and LAN/WAN environments and technologies would be an asset.
• High achiever with 2-3 years of similar IT Service Desk experience that are keen to continue working in first and second level support before moving on to other opportunities across IT.
• ITIL, Microsoft (MCSE, MCP) or Cisco certifications would be a big advantage.
• Excellent communication and problem-solving skills
• A reliable and proactive team member with strong attention to detail. Quick to learn in a fast-paced environment and consistently demonstrates punctuality and professionalism.
• Efficiently managing time to handle multiple requests and prioritize tasks based on urgency and impact
• Identify problems accurately, analysing information logically and evaluating the effectiveness of implemented solutions.

Be More

Working for an organisation that truly makes a difference to the people of Australia, we can offer development and career opportunities in a collaborative environment that supports your growth, wellbeing and promotes flexibility. Your individual growth and success drives the RBA forward as an organisation. Be more means you can do more, for yourself and for Australia.

Why RBA?

The RBA makes an important contribution to the Australian economy through the pursuit of national economic policy objectives and associated activities in financial markets and banking. We also issue Australia's banknotes and operate infrastructure critical to the payments system, all of which contribute to the welfare of the Australian people. Made up of specialists across a wide range of fields, our people, values, and culture play a critical role in achieving our objectives.

We know it is the growth and success of our people that drives the RBA forward. Come and make a bigger contribution while you build and develop your own skills too, because being more means you can do more, for yourself and for Australia.

The Reserve Bank of Australia is committed to equity, diversity and inclusion through key initiatives. We welcome and encourage applicants from diverse backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse background, those living with a disability and from the LGBTQ+ community. We are committed to making the recruitment process fair and equitable for all our candidates.