Service Desk Analyst

Latitude Financial Services; Melbourne; On-site; AUD 65,000 - 70,000; Full time

Benefits offered by this job

Education support

Flexible work arrangements

Paid community service leave

Paid compassionate leave

Yearly salary reviews

Job summary

A leading financial services company in Melbourne is seeking a Service Desk Analyst to provide first-level IT support across various business units. In this role, you will be responsible for managing service requests and incidents, ensuring users receive exceptional customer service while navigating their IT issues. This position requires strong technical knowledge, excellent problem-solving skills, and a customer-focused approach, creating a significant impact in a fast-paced environment.

Qualifications

• Experience in face-to-face customer service is highly desirable.
• Sound technical knowledge of IT applications and systems.
• Ability to work independently and in a team setting.

Responsibilities

• Provide first-line support by managing user incidents and requests.
• Monitor and maintain policies and procedures for service desk.
• Ensure effective communication of updates to users about their requests.

Skills

Customer service skills

Problem solving skills

Technical knowledge of IT infrastructure

Tools

ServiceNow

Microsoft Office

Job description

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The Service Desk Analyst is responsible for delivering operational and first-level IT support to over 1,500 end-users across all business units and technologies. This includes timely logging of all user incidents, service requests, and access requests, as well as escalating issues that require further resolution.

Let’s look at some key responsibilities:

• Provide first-line support by telephone, email, and online support for all IT services, applications, and infrastructure, ensuring effective management of all services defined for resolution at the service desk.
• Work 7.6 hour rotating shifts (38 hours per week) to support hours of operation from 7am to 5pm, Monday to Friday.
• Monitor and maintain policy, standards and procedures for the service desk
• Oversee service requests from end to end, as lifecycle owner, ensuring users are kept up to date on the progress of their incidents and requests as required
• Ensure operational matters are communicated appropriately within the service desk team, operations bridge and to other internal and vendor support teams
• Maintain documents and participate in meetings as required.

Ideally, we're looking for the following:

Let’s look at you:

• You know that by the time people get to you they can be frustrated and feeling confused about how best to fix their problem. Your approachable, helpful, and empathetic style puts them at ease and makes them feel like you can solve anything!
• Sound technical knowledge of IT infrastructure, IT applications, and IT networks.
• Previous experience in face-to-face customer service or in an agile, product engineering led or IT Department highly desirable.
• Strong customer service skills, problem solving skills and a commitment to excellence.
• Any prior knowledge in ServiceNow is a nice to have
• Good understanding of a range of Microsoft Office products
• Ability to take direction, follow procedures, multitask and work within designated time frames to support deliverables.
• It goes without saying that you can demonstrate the ability to work both independently and within a team structure.

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident you’d be a good fit, we’d love to hear from you!

• Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days
• Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave
• Yearly salary reviews.

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, pursue excellence, win together and create tomorrow

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Finance

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