Service Desk Analyst

3 weeks ago

Canberra, Australia ASIC Full time

ASIC is seeking a full time Service Desk Analyst to join their Digital, Data and Technology Team
- Salary starting from $90,749 depending on experience (plus up to 15.4% superannuation)
- Permanent position based in Canberra

A future with ASIC means that your work will contribute to ASIC's vision for a fair, strong and efficient financial system for all Australians. We value what you will bring. We value those with sharp, analytical minds and are open to challenging the way things are done.

The team

Information Technology Services provides a wide range of IT facilities and support services to ASIC. We are embarking on major technology projects that will transform our business and continue our significant technology transformation in a number of areas such as Regulatory portal, Industry funding model etc. We make use of the latest technology with an increasing focus on data sharing and analytics which will make ASIC a 'best in class' regulator supporting the Australian financial markets.

The role
- Providing high quality support and services to clients across ASIC.
- Assisting the IT Service Desk Manager to ensure that maintenance and operational standards are met.
- Taking ownership of customer issues and requests by pro-actively managing a positive client experience.
- Guide other members of the Service Desk around process and technical solutions as needed.
- Documenting Service Desk processes and initiatives to enable effective Service Desk operations.
- Support the IT Service Desk Tech Lead.

About you
Qualifications and experience
- Proven experience in a Service Desk or technical support role, with strong customer service principles.
- Proven experience in managing ticket volumes from multiple sources within a recognised IT Service Management system.
- Ability to approach technical issues in a logical and common-sense manner, using existing knowledge and experience to analyse the situation and take appropriate actions. Assist team members to take a similar approach to their own work.
- Experience delivering IT Support outcomes within Service Level Agreements and contributing to business outcomes.
- Relevant technical knowledge and experience in the following areas, including relevant certifications in:

- Microsoft Outlook and Exchange,
- Active Directory,
- Windows Desktop Operating Systems,
- MS Office M365,
- SCCM / InTune,
- remote assistance tools,
- Experience providing remote support across a variety of environments and sharing in a paid after-hours roster.

About ASIC

ASIC's remit is one of the broadest of regulators across the world.
ASIC regulates corporations, markets, financial services and consumer credit and monitors and promotes market integrity and consumer protection in the Australian financial system.
Through our enforcement work, we hold to account those who contravene the law, working to achieve strong outcomes that address the greatest consumer and investor harms.
Through Moneysmart, we aim to improve the skills and knowledge of Australians and provide information and tools to help them in their decision making.
A future with ASIC means that your work will contribute to achieving ASIC's vision for a fair, strong, and efficient financial system for all Australians.
To work with us, you need to be an Australian citizen, and be prepared to complete an ASIC Suitability and Baseline Assessment which is issued ASIC's Security team.

Applications for this role will close at 11:59pm on 21 May, 2024

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