Lead - IT Service Desk Analyst

We are Australia’s largest superannuation fund, here to help members achieve their best possible retirement outcome. Working with a wide range of stakeholders, we create meaningful value for members and our communities through our diverse workforce of highly competent and highly motivated employees.
- Flexible and inclusive work environment
- Exciting growth plans, both locally and internationally
- Deliver outcomes for our Members

**Your new team**
Our Technology Services group has a strategic remit to uplift, govern and run the Fund’s technology capability. It is a highly respected team, with a leadership group who advocate for their people, are open and approachable, committed to providing excellent results, and who share their knowledge. This is your opportunity to join us as we grow and modernise technology services to support Australia’s leading Superannuation Fund and more than 2.4 million Members.
**Your new role**
The Service Desk provides a friendly and efficient single point of contact for all AustralianSuper internal customers. The main aim is to provide high quality first line of service and support for customers, by managing Incidents and Requests from start to completion. The primary focus of the Lead Analyst role is to provide leadership and support for the other analysts within the Service Desk team, including providing mentoring and guidance to other team members, whilst providing exceptional customer service by efficiently managing customer interactions with excellent and timely written and verbal communications.
**Lead - IT Service Desk Analyst**
- Take on customer tasks, incidents and requests that are more challenging from a technical or communications perspective, and drive these through to resolution
- Manage Service Desk KPIs and customer satisfaction measurements for the team, with regular monitoring of workloads and performance and weekly reporting of the above
- Act as a Service Desk point of contact for project teams and other internal technology teams
- Update and maintain the CMDB and Knowledge base for the Service Desk team
- Coach and mentor other team members
- Assist and stand in for the Manager IT Service Desk as required

**What you’ll need**
Other key attributes include:

- Technical knowledge, understanding and ability to troubleshoot user-facing aspects of:

- Windows desktop environment and Microsoft Office
- Microsoft Active Directory
- Microsoft Exchange
- Microsoft Teams
- Citrix
- IP telephony and video conferencing
- Basic networking and IT security
- Mobile device management
- Experience using service desk tools for managing incidents, service requests, knowledgebase, etc. and maintaining a configuration database (CMDB)
- MCP or other recognised technical qualification/certification
- Ability to engage with both non-technical and technical users; ability to clearly explain, articulate, and persuade
- Excellent clear and concise written communication skills
- Dedication to excellent customer service
- High level of attention to detail with strong problem-solving and analytical skills
- Ability to manage conflicting priorities, with a collaborative ‘team player’ attitude
- Ability to coach and mentor team members
- ITIL v4 Foundation certified is preferred

**What you’ll get in return**
You will be working with a manager who values and supports your personal growth, in a growing, dynamic and authentic organisation that promotes integrity and puts members first. Other benefits include a competitive salary, genuine flexible working arrangements, discounted travel, income protection insurance and generous leave entitlements.
We are committed to the recruitment, development and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you. All roles can flex at AustralianSuper and we’re happy to discuss what this can look like for you.
We are proud to be a WGEA certified Employer of Choice for Gender Equality (since 2012) and to be recognised as one of Australia’s top 10 workplaces for Dads.
**What’s next**
**Be Inspired, Be Bold, Be You**:

- Agencies please note: this vacancy is being managed directly by AustralianSuper’s Recruitment team. We will contact our preferred agency partners should we require additional support. Thank you._

*The AustralianSuper Story
*

As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome. We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.
We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.