Service Desk Analyst

AustralianSuper

Melbourne

On-site

AUD 60,000 - 70,000

Full time

14 days+

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Job summary

A financial services organization located in Melbourne is seeking a Service Desk Analyst to provide first-line IT support for internal colleagues. Responsibilities include managing incidents and service requests, troubleshooting problems, and ensuring excellent customer service. The ideal candidate will have over two years of service desk experience and knowledge of ITIL processes. This is a full-time position with a commitment to colleague development and a supportive, inclusive workplace.

Qualifications

2+ years of IT service desk experience or similar customer service role.
Knowledge of ITIL processes like Incident and Problem Management.
Ability to troubleshoot user-facing IT issues.

Responsibilities

Provide first-level contact for users via phone and email.
Diagnose and resolve incidents quickly.
Monitor the status of service requests.

Skills

Customer Service

ITIL processes understanding

Windows desktop troubleshooting

Microsoft Office 365 knowledge

Networking basics

Analytical skills

Clear communication skills

Tools

Active Directory

Microsoft Exchange

Microsoft Teams

SharePoint

Job description

Overview

Join to apply for the Service Desk Analyst role at AustralianSuper.

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. We support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

What You'll Do

The Service Desk provides a friendly and efficient single point of contact for all AustralianSuper internal colleagues. The purpose of the role is to provide high quality first line of service and support for customers, by managing Incidents and Service Requests from start to completion.

Customer Service and Engagement
Provide first-level contact for users via phone, email, Tech portal and Tech Bar (face-to-face)
Accurately record all interactions
Primary responsibility for interacting with customers, keeping them up to date with status and progress
Communicate planned changes to service levels
Articulate IT-related policies, processes, and standards
Act as the central point of contact, communication, and coordination for all IT services
Accurately log, classify, triage, and manage the lifecycle of all Incidents that affect IT services provided to customers
Classify and prioritise Incidents
Analyse Incidents to identify service restoration actions
Diagnose, investigate, and resolve Incidents relating to in-scope IT services as quickly as possible
Escalate Incidents to in-house specialist support or external vendors, according to documented criteria
Detect and log possible Problems
Monitor the status and progress toward resolution of assigned Incidents, liaising between customers, other areas of Technology Services and external vendors
Accurately log, classify, triage, and manage the lifecycle of all Service Requests that affect IT services provided to customers
Fulfil Service Requests based on documented procedures
Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendors
Record Keeping, Knowledgebase and Configuration Management
Update and maintain accurate records in the service desk software
Update the configuration database (CMDB) as part of dealing with Incidents and Service Requests
Update and refine documented processes and procedures as part of ongoing continuous improvement
Accurately document Incident and Service Request resolutions and add to the Knowledgebase

What You'll Need

2+ years of IT service desk experience (or in a similar customer service role)
Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management
Technical knowledge and ability to troubleshoot user-facing aspects of:
Windows desktop environment and Microsoft Office 365
Microsoft Active Directory
Microsoft Exchange
Microsoft Teams and SharePoint
W365
IP telephony and video conferencing
Basic networking and IT security
Wide range of business applications
Ability to engage with both non-technical and technical users; ability to clearly explain and articulate
Excellent clear and concise written communication skills
Strong problem-solving and analytical skills
Dedication to excellent customer service

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we\'re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What\'s Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required.

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Agencies please note: this vacancy is being managed directly by AustralianSuper\'s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.

Job Details