OverviewJoin 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 DoThe 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 EngagementProvide first-level contact for users via phone, email, Tech portal and Tech Bar (face-to-face)Accurately record all interactionsPrimary responsibility for interacting with customers, keeping them up to date with status and progressCommunicate planned changes to service levelsArticulate IT-related policies, processes, and standardsAct as the central point of contact, communication, and coordination for all IT servicesAccurately log, classify, triage, and manage the lifecycle of all Incidents that affect IT services provided to customersClassify and prioritise IncidentsAnalyse Incidents to identify service restoration actionsDiagnose, investigate, and resolve Incidents relating to in-scope IT services as quickly as possibleEscalate Incidents to in-house specialist support or external vendors, according to documented criteriaDetect and log possible ProblemsMonitor the status and progress toward resolution of assigned Incidents, liaising between customers, other areas of Technology Services and external vendorsAccurately log, classify, triage, and manage the lifecycle of all Service Requests that affect IT services provided to customersFulfil Service Requests based on documented proceduresMonitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendorsRecord Keeping, Knowledgebase and Configuration ManagementUpdate and maintain accurate records in the service desk softwareUpdate the configuration database (CMDB) as part of dealing with Incidents and Service RequestsUpdate and refine documented processes and procedures as part of ongoing continuous improvementAccurately document Incident and Service Request resolutions and add to the KnowledgebaseWhat You'll Need2+ 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 ManagementTechnical knowledge and ability to troubleshoot user-facing aspects of:Windows desktop environment and Microsoft Office 365Microsoft Active DirectoryMicrosoft ExchangeMicrosoft Teams and SharePointW365IP telephony and video conferencingBasic networking and IT securityWide range of business applicationsAbility to engage with both non-technical and technical users; ability to clearly explain and articulateExcellent clear and concise written communication skillsStrong problem-solving and analytical skillsDedication to excellent customer serviceLife at AustralianSuperAustralianSuper 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 NextApply 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.Progress powered by purpose.
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 DetailsSeniority level: Entry levelEmployment type: Full-timeJob function: Information TechnologyIndustries: Financial Services and Pension Funds
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