IT Desktop Support Analyst

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

Join a fast-growing business where we love to learn Have you just graduated, and you are looking for your first role in IT? Have you done an internship and you are now looking to move into your first full time permanent role in a fast-moving tech business?

Due to an internal promotion, we are looking for our next Help-Desk Analyst. The purpose of this role is to provide level 2 support of day-to-day technical and functional support to HUB24 end-users as well as escalations from the Service Desk. Respond to queries, resolve incidents and problems and

**What you'll do**:

- Log all relevant incidents/service requests details, allocating categorisation & prioritisation codes
- Induct new staff and prepare required assets for role
- Maintain asset register, by updating the status and assignment of corporate devices
- Provide advice and support to customers and other Service Delivery staff in response to customer incidents and inquiries.
- Encourage, maintain and develop a professional business relationship with customers by providing a prompt, efficient and professional service at all times.
- Coordinate user and support issues among regional offices to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity
- Escalate for resolution all incidents and service requests that cannot be resolved at the desktop support level to the appropriate support team.
- Assist in projects to improve help-desk support capability and efficiency.
- Demonstrate an awareness of impact on relevant support issues on a companywide basis.
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to help-desk users.
- Undertake specialist training and share that knowledge with colleagues and other service delivery staff as required.

**What you'll need**:

- The position requires tertiary qualifications and 2+ years relevant work experience.
- Experience in the financial or banking industries and/or capital markets technology is highly desirable.
- Solid working knowledge of current IT technologies, across a wide variety of technical disciplines.
- Knowledge of the latest industry trends and developments, including emerging technologies.
- Driving passion for promoting ‘best practice’ and continuously seeking, analysing, identifying, advocating and implementing opportunities for enhanced quality outcomes.
- Excellent organisational skills and the capacity to balance competing priorities and meet deadlines, individually
- Proven ability to effectively prioritise and execute tasks in a high-pressure environment.
- Exceptional customer focus and service ethic.
- Proven ability to develop productive client relationships and gain an understanding of clients’ immediate and long-term goals.
- Superior ability to maximise and demonstrate value and exceed client expectations.

We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change because, even though we’ve come such a long way together, we’re not done yet - we’re committed to empowering better financial futures for more Australians.

We know that when our people are engaged and happy, our customers feel the difference. We operate a hybrid workplace model across our offices with plenty of work from home flexibility: Tell us what you need to be successful. Come help us grow and evolve so we can empower better financial futures.