About the role
The role of Service Desk Analyst will be responsible for resolving user technical issues, fulfilling requests, maintaining and ensuring completion of the Service Desk runsheet tasks, user access creation, deletion, and ongoing user access reviews. The role also reviews current Service Desk knowledge articles and identifies the need for new Service Desk or Self-Help knowledge creation to assist with training and upskilling employees across the business.
Key Responsibilities
* Provide operational support to the Service Desk Lead and collaborate with internal teams, stakeholders, and vendors to ensure effective service delivery and incident resolution.
* Manage and slowly escalating technical issues, coordinating with support teams and external providers to ensure timely resolution within agreed SLAs.
* Support workforce planning activities including team scheduling, roster management, leave coordination, and maintaining adequate Service Desk coverage.
* Assist in the implementation, testing, and continuous improvement of technology solutions, ServiceNow enhancements, and business applications.
* Deliver high-quality incident management, user access management, and onboarding/offboarding support while maintaining accurate records and audit readiness.
* Conduct reviews, audits, and daily operational checks to ensure service requests, incidents, and processes are managed effectively and continuously improved.
* Develop, maintain, and enhance knowledge articles, self-service resources, and onboarding materials to improve team capability and user experience.
* Provide on-site and remote support, including training and mentoring new Service Desk team members and supporting organisational outage management activities.
* Ensure compliance with organisational policies, governance frameworks, WHS requirements, security standards, and risk management practices while promoting a safe and compliant workplace culture.
About You
Success in this role is demonstrated by the consistent delivery of high-quality omni-channel technology support to People First Bank's employees, with improved issue resolution through self-service or first point of contact, consistent delivery of processes, and repeatable efficient onboarding of future product lines.
Knowledge and Experience
* Experience in Technology Service Desk and/or Contact Centre operations.
* Experience in support and use of Microsoft Windows 7/10 and Office 365.
* Strong communication and customer-facing abilities.
Benefits
* Flexibility and hybrid working arrangements.
* Salary enhancements with discounts on banking, health insurance, and shopping across Australia.
* Career advancement through training, study support, and project opportunities.
* Competitive leave benefits that empower employees.
* Well-being support with Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors' programme.
* Paid volunteering, Workplace Giving, and diverse community initiatives.
* Recognition through peer-driven recognition programme.
We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.
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