Modern Workplace Operations Analyst

5 months ago

Melbourne, Australia AustralianSuper Full time

Flexible and inclusive work environment
- Full-time, permanent opportunity
- Deliver outcomes for our Members

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.

**Your new role**:
Reporting to the Modern Workplace Operations Manager, the Modern Workplace Operations Analysts form a vital component of the Modern Workplace Operations team. They handle escalated incidents and service requests from first-line support, delving into more complex troubleshooting and fulfilling requests that demand in-depth attention. Their role revolves around delivering top-tier second-line service, effectively resolving user issues that surpass the scope of first-line support or other Operations Teams.

**Key duties include but are not limited to**:

- Provide technical support services across the Funds end user compute (EUC), M365 and infrastructure services.
- Drive resolution of escalated, technically complex Service Requests, updating procedures accordingly.
- Take ownership of specific products, technologies, or requests, documenting procedures and training team members.
- Effectively communicate with users using multiple channels, providing clarity on assigned incidents and service requests.
- Support Service Desk and Operations Teams, ensuring adherence to agreed processes for Incident resolution.
- Analyse and swiftly address escalated Incidents, leveraging technical expertise and coordination with vendors when needed.
- Coordinate escalation and resolution efforts with internal teams and external vendors. Provie technical expertise to IT projects and initiatives

**What you’ll need**:

- Minimum 3 years of IT support experience.
- Strong understanding of ITIL processes, including Incident, Service Request, Problem, and Change Management.
- Advanced technical proficiency and troubleshooting skills across a range of user-facing technologies such as
- Windows 10/11 desktop environment,
- M365 suite,
- Microsoft Active Directory & Azure Active Directory,
- DNS Administration,
- Infrastructure service, and
- Proficiency with service desk tools and CMDB maintenance. Capability to measure KPIs and customer satisfaction.

**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 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.

**What’s next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**_Progress powered by purpose._

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