Service Delivery Support Officer

5 days ago

Melbourne, Australia Defence Bank Full time

**Introduction**:
We are Australia's Defence Bank. Established in 1975, we have 33 branches across Australia, a local Contact Centre, an award-winning mobile app, and 200 employees who make us a great place to work.

As a member-owned bank, we re-invest our profits into improving products and services for the benefit of our members who include the men, women and families that make up the defence community.

We consider it a privilege to serve those who protect us. To deliver on this, we need a team of passionate, dedicated and resilient individuals who are committed to making a difference for our members.

Defence Bank is currently seeking an enthusiastic Service Delivery Support Officer to join our vibrant Business Technology team. Whilst home base for this role is at our newly refurbished Support Office in the heart of Melbourne's CBD, we also support a full hybrid working model enabling you to balance your work and personal lives. The Service Delivery Support Officer will directly support our purpose by improving the effectiveness of Defence Bank’s infrastructure technology (inclusive of networks, hardware and software) while providing tactical user support to our employees.

**Description**:
What you will do.

**This position is accountable for**:

- Providing Level 1 Business Technology support to our internal customers
- Supporting the Head of IT Infrastructure and BT Service Delivery Coordinator in delivering an outstanding support experience for the delivery of technology services to our staff
- Delivering a rapid and efficient resolution service to customers with technical issues
- Prioritising service requests based on severity, urgency and issues reported
- Providing systems support across various platforms, including Office 365, Active Directory, Windows Server, Core Banking, Virtualisation, telephony, end point security, networking, device management and software packaging technologies
- Performing problem analysis for re-occurring themes or issues and recommend actions to address or resolve

**Skills and Experiences**:
**You will bring**:

- Exceptional customer service skills
- Attention to detail
- At least 2 years’ experience working within the banking or financial services sectors in either a front or back office role and/or
- Tertiary qualifications or diploma in a relevant IT discipline.

**You will also have knowledge or skills in**:
Supporting business and stakeholder requests for information or support with banking networks and systems.

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