Service Desk Analyst

2 weeks ago

Sydney, Australia Australian Prudential Regulation Authority (APRA) Full time

The Australian Prudential Regulation Authority (APRA) regulates the Australian banking, insurance and superannuation industries and is funded largely by the industries that it supervises. APRA currently supervises approximately $4.9 trillion in assets for Australian depositors, policyholders and superannuation fund members.

Working as part of a busy team within APRA’s Enterprise Services Division, this role is the key point of reference for first level support relating to IT hardware and software. You will be responsible for providing excellent customer service by managing service desk requests through to successful completion.

**As an integral part of an experienced Service Desk team, the successful applicant will**:

- be a first point of contact for receiving, validating and logging support requests for APRA staff
- work closely with other Service Desk and IT staff to resolve incidents and ensure the user is kept updated on the progress
- escalate requests to other support groups to ensure SLA’s are met
- continually tracking requests to determine current activity on it

**The successful applicant will possess**:

- up to 3 years’ experience working in a customer support role
- strong customer service and communication skills
- excellent analytical, troubleshooting and organisational skills
- a good understanding of Microsoft 10 operating system, Office suite, Teams and other popular software
- experience with AD Administration is highly desirable but not essential

This role will offer you an opportunity to get hands on with Technology or to continue to develop your customer service skills whilst building relationships with internal clients across the organisation.

APRA provides a highly professional environment where maintaining work-life balance is our policy.

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