IT Service Desk Specialist – 1st & 2nd Line Support

Qudos Bank; 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

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.