Service Desk Analyst

3 days ago

Melbourne, Victoria, Australia ABN Group Full time

Our Company

For over 45 years, ABN Group has been a pioneer in the building, property, and finance industries, making the dream of home ownership a reality for thousands in Western Australia and Victoria. We've crafted over 90,000 homes, ranging from first homes to luxury residences, all while maintaining the trust of our community – 1 in 4 customers referred to us by someone who believes in our commitment.

We're not just a company; we're a community of 1,900+ employees and 3,000+ subcontractors, bound by our values of Relentless, Fun, Authentic, Passion, Excellence, and Leadership. Here, you'll find a collaborative culture, a high-performing team driven to be better, and a work environment where you can truly thrive.

The Role

Reporting to the Service Desk Manager, you will deliver 1st and 2nd level onsite and remote IT assistance and provide prompt and exceptional service to all ABN Group staff.

  • Accurately identify, investigate, and analyse occurrences of incidents, documenting all relevant information within the centralised toolset
  • Assist with the identification, evaluation, and analysis of new process improvement opportunities within the IT Service Desk and other IT Operations teams, focusing on continual service improvement
  • Collect, document and present technical and functional requirements for consideration by the management team
  • Create and maintain high quality knowledge articles and user training documentation within the ITSM toolset, in support of the tools and\or system deployed by ABN
  • Regularly inform stakeholders with progress and resolution of assigned incidents and service requests

You

To be successful in this role, the following qualities and experiences will be considered favourably.

  • Knowledge of Microsoft Windows 10, Active Directory, Exchange and the Office365 suite of applications
  • Excellent written and verbal communication skills and demonstrable customer service skills
  • Sound problem-solving skills and the ability to maintain composure in a fast-paced environment whilst keeping a fun and positive attitude
  • Excellent PC hardware and software troubleshooting skills
  • Flexibility to work between the hours of 7:30am and 5:00pm, Monday to Friday
  • A working knowledge of the ITIL framework
  • Diploma or Bachelors degree in Information Technology or similar

Why ABN?

We're not just offering a job; we're inviting you to be part of a community that values innovation, passion, and excellence. Our employee benefits include:

  • In-House Discounts: Exclusive discounts to enjoy
  • Flexibility: Work arrangements tailored to support your work-life balance
  • Career Growth: Opportunities to elevate your career within a thriving organization
  • Wellness Focus: Dedicated programs to nurture your well-being
  • Health Coverage: Access discounted private health insurance
  • Parental Leave: Paid leave for both primary and non-primary carers

What's Next?

Apply now if who we are resonates with you and you think you have what is required to fill this exciting role.

Please note ABN Group is sourcing this role internally and not accepting applications from recruitment agencies.

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