Our client, a leading global financial services firm is seeking an IT Service Desk Analyst to join their Melbourne office. The IT team plays a critical role in supporting staff and advisors, ensuring that end users have reliable access to the technology and systems they need.
The Service Desk provides first and second level IT support across the business. This role is part of a national team supporting 400 users across multiple offices, including direct support to trade floor environments.
Responsibilities
* Act as a primary point of contact for IT issues and service requests
* Receive, record and resolve IT incidents within prescribed SLAs
* Provide support via phone, email, remote access and in person desk-side assistance
* Diagnose and resolve a wide range of issues across desktops, hardware, wireless networking, operating systems and software
* Configure and maintain IT equipment including PCs, laptops, smartphones, printers and desk phones
* Manage tickets with external service providers
* Ensure timely and effective communication with stakeholders
* Build strong relationships with staff and contribute to IT education and documentation
* Retain ownership of calls, escalating where necessary, while maintaining high levels of customer service
Key skills
* Experience supporting financial services environments, highly regarded
* Strong knowledge of Office 365, Active Directory/Entra ID, and identity management
* Experience with trading applications and collaboration tools such as Zoom, Teams or Webex
* Good troubleshooting and analytical skills, with the ability to resolve issues efficiently
* ITIL Foundation certification desirable
* Excellent communication and stakeholder management skills
* Calm and professional under pressure, with a strong focus on customer service
What's in it for me
* Work in a fast-paced and dynamic environment where your contribution directly supports business success
* Exposure to financial markets technology alongside a wide range of business applications
* The chance to work closely with senior stakeholders in a high-performing environment
* Be part of a collaborative IT team with national reach
If you are proactive, customer-focused and thrive under pressure, this is an opportunity to join a respected financial services organisation where IT plays a critical role in business success. Unfortunately, this role is only open to candidates with full Australian working rights, currently based in Australia.