Service Desk Analyst

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why 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.

The 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 Requests from start to completion.

• Customer Service and Engagement
  • Provide first-level contact for users via phone, email, Tech portal and Tech Bar (face-to-face).
  • Accurately record all interactions.
  • Primary responsibility for interacting with customers, keeping them up to date with status and progress.
  • Communicate planned changes to service levels.
  • Articulate IT-related policies, processes, and standards.
  • Act as the central point of contact, communication, and coordination for all IT services.
  • Provide excellent customer service.
    • Incident Management
      • Accurately log, classify, triage, and manage the lifecycle of all Incidents that affect IT services provided to customers.
      • Classify and prioritise Incidents.
      • Analyse Incidents to identify service restoration actions to be taken.
      • Diagnose, investigate, and resolve Incidents relating to in-scope IT services as quickly as possible.
      • Escalate Incidents to in-house specialist support or external vendors, according to documented criteria.
      • Detect and log possible Problems.
      • Monitor the status and progress toward resolution of assigned Incidents, liaising between customers, other areas of Technology Services and external vendors.
        • Service Request Fulfilment
          • Accurately log, classify, triage, and manage the lifecycle of all Service Requests that affect IT services provided to customers.
          • Fulfil Service Requests based on documented procedures.
          • Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendors.
            • Record Keeping, Knowledgebase and Configuration Management
              • Update and maintain accurate records in the service desk software.
              • Update the configuration database (CMDB) as an integral and ongoing part of dealing with Incidents and Service Requests.
              • Update and refine documented processes and procedures as part of ongoing continuous improvement.
              • Accurately document Incident and Service Request resolutions and add to the Knowledgebase.
              What You'll Need
              • 2+ 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 Management
              • Technical knowledge, understanding and ability to troubleshoot user-facing aspects of:
                • Windows desktop environment and Microsoft Office 365
                • Microsoft Active Directory
                • Azure AD
                • Microsoft Exchange
                • Microsoft Teams and SharePoint
                • W365
                • IP telephony and video conferencing
                • Basic networking and IT security
                • Mobile device management
                • Wide range of business applications
              • Ability to engage with both non-technical and technical users; ability to clearly explain and articulate
              • Excellent clear and concise written communication skills.
              • Strong problem-solving and analytical skills.
              • Dedication to excellent customer service
              Life at AustralianSuper

AustralianSuper 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.

Apply 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.

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Agencies 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.