Senior Infrastructure Desktop Support Analyst

2 weeks ago

Sydney, New South Wales, Australia Rabobank Gruppe Full time

Rabobank is the world's leading specialist in food & agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture & are committed to adding long-term value for clients. Our commitment to our employees & clients is at the heart of everything we do.

Due to an internal promotion, Rabobank's IT Infrastructure (ITI) Workplace Technical Services team has an opening for a Senior IT Desktop Support Analyst in our Sydney office. You will bring your proven experience to hit the ground running providing advice & guidance on all IT related matters for Rabobank staff in Australia & New Zealand & liaise with service desks in other Rabobank regions.

The Workplace Support team work rotating shifts during ITI Workplace Support operating hours which are Monday to Friday between 07:30 – 18:30 AEST. You will need to be willing & able to work these hours. You will work in the office when scheduled while still accommodating hybrid working from home. From time to time, the role requires working outside of normal office hours & public holidays.

Top Role Accountabilities:
  • Act as an escalation point for ITI Desktop Analyst
  • Provide technical telephone, in-person & remote assistance support for end user devices
  • Standard Operating Environment and applications
  • Assist in the co-ordination & reporting of major incidents & problems
  • Assist the Workplace Support Manager in the scheduling and rostering of staff when required
  • Ensure the communication process for major outages is adhered to
  • Introduce new processes to improve the efficiency of the team & the overall customer experience
  • Meet with key stakeholders on a regular basis & capture their feedback & requirements
  • Assist with answering the IT Workplace Support phone & accurately record all call details into call logging system (HPSM) when required
  • Assume ownership of user queries & co-ordinate escalation of calls to specialist teams
  • Ensure business targets are delivered within agreed SLAs
  • Collate statistical information for weekly & monthly reports
  • Co-ordinate and assist with staff relocations
  • Assist with projects as required
To be successful you will have:
  • A minimum of 5 years' experience in a Desktop / Technical Support role
  • Solid technical skills in: Office 216 / 365, Active Directory, MS Exchange, Windows 7 & Windows 10, TCP/IP networking, Windows Server Administration, SCCM, PC Hardware support, configuration & troubleshooting
  • Genesys Call Centre support experience highly regarded
  • Excellent technical documentation skills
  • Initiative, self-motivation & a strong customer focus
  • Sound organisational skills with the ability to manage software roll out / project timeframes
Our Values

Rabobank Australia values inclusion, belonging, & positive experiences for all. Our work environment, our benefits, & the way we live our values, "Client Driven", "Responsible", "Professional" & "Cooperative" make it a great place to work. We welcome applicants from diverse backgrounds.

Please let our Talent Acquisition team know if you need any accommodations to make our opportunities more accessible to you.

What we're proud to offer you:

Rabo@Anywhere is our hybrid way of working at Rabobank and for Australia, that means we have a blend of time working between the office & home.

Wellbeing leave. These 2 extra leave days support greater work/life balance & is just another way we are helping our employees to lead happier, healthier, & more fulfilling lives.

Education Assistance Program. Rabobank values the development of its people & has a great Education Assistance Program to assist with professional development.

Parental Leave that supports you & your family while giving you the freedom & flexibility to enjoy this special time (up-to 14 weeks paid leave).

Bonus and Additional Leave. We realise sometimes 4 weeks Annual Leave isn't enough At Rabobank we provide an incentive for eligible employees to receive 1 extra week Annual Leave & an option to purchase another 2 weeks Annual Leave.

Extra Insurance. Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death. Rabobank provides eligible permanent employees with employer-funded Death, TPD & Income Protection Insurance.

Rabo Workplace Giving program. As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community. Rabo Workplace Giving program matches employee donations to selected Social Partners.

Other Extras. Annual equipment or wardrobe allowance, annual flu shots, discounted health insurance, EAP & more.

The Application Process

This is our standard application process. It may vary by role.

Step 1: You Apply

Thanks for applying You will always receive a confirmation of your application by email. We review all the resumes and covering letters that we receive. We will let you know as soon as possible if we invite you for an interview.

Step 2: Interview

We invite you for one or more (online) interviews. We want to know if you fit the role and the team. You probably have many questions for us too. For some positions, we may also ask you to complete an assignment or assessment.

Step 3: Our Offer

Are you the new colleague we are looking for, and do you also feel happy with us? Congratulations You will receive a good offer from us. Before you start, we conduct a legal screening to ensure that our employees do not pose a risk to us and our customers.

Step 4: Welcome

Welcome to Rabobank We look forward to seeing you and can't wait to work together.

Apply for this jobSenior Infrastructure Desktop Support Analyst

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