IT Service Desk Officer

Posted: 29/08/2024

Closing Date: 27/09/2024

Job Type: Permanent - Full Time

Location: Head Office - Collingwood

Job Category: Banking and Financial Services

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We currently have a permanent, full time opportunity for an IT Service Desk Supervisor to join our Technology division. This role will be based in our Collingwood Head Office and will report to the Head of Information Technology.

The IT Service Desk Supervisor is responsible for achieving agreed team performance targets, providing leadership, identifying training requirements and providing coaching to the IT Service Desk team and motivating staff through change effectively, efficiently and in accordance with Bank Australia’s policies to provide quality customer service.

**Why join us**
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Lead, motivate and manage the IT Service Desk team to achieve individual, department, and Bank Australia’s goals
- Ensure the IT Service Desk team comply with Bank Australia policies and procedures at all times
- Ensure service delivery meets agreed service levels
- Maintain and oversee incidents and requests to ensure work is allocated in line with staff workloads, capability and accountability
- Investigate escalated, non-routine and high-impact incidents to responsible service owners and seek resolution
- Liaise directly with material and third party suppliers as required to ensure timely rectification of problems and escalate as required
- Ensure that resolved incidents are properly documented and closed
- Analyse metrics and reports on the performance of the incident management process
- Ensure appropriate training plans are developed and identify training needs for the Service Desk Analysts and training is delivered according to requirements
- Contribute to and actively seek the continuous improvement of IT Operations in regard to delivery and the identification and development of new systems, processes and procedures to better customer service and operational efficiency
- Mentor members of the IT Service Desk team to follow and develop sustainable work practices
- Maintain up-to-date documentation of IT procedures, troubleshooting guides, and knowledge base articles
- Promote knowledge sharing and collaboration within the service desk team and cross functionally within IT to improve problem-solving efficiency
- Liaise with third-party vendors and internal stakeholders to coordinate support activities, escalate issues, and ensure service delivery alignment with business objectives.

**What you will bring**
- Demonstrable experience in IT service desk operations, and some experience in a supervisory or team lead role
- Excellent communication skills in liaising both internally within the organisation and externally with customers - including written, oral and interpersonal
- Ability to work effectively in a team environment while leading by example
- A flexible attitude and ability to adapt and respond to a changing work environment
- Ability to prioritise workloads and delegate responsibility when required
- A Technical mind and the ability to solve problems
- ITIL Foundation Certified
- Proficiency in IT Service Management (ITSM) tools (e.g. Manage Engine, Jira Service Desk).
- Demonstrated understanding of IT Asse