Service Desk Analyst

7 hours ago

Collingwood, Australia Bank Australia Full time

Posted: 02/10/2025

Closing Date: 30/10/2025

Job Type: Permanent - Full Time

Location: Head Office - Collingwood

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

The role of the Service Desk Analyst exists to provide 1st level support, via the phone and 2nd level either by using remote desktop tools or by desktop support to staff across the organisation.

**Why join us**
- We have big plans to become Australia’s leading purpose-driven bank.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
- 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**
- Provide 1st and 2nd level support to staff via phone, remote tools and desktop assistance
- Respond to and prioritise incoming requests across hardware, software, networking and other tech issues
- Deliver high-quality customer support both face-to-face and remotely using tools like Remote Desktop
- Log and manage support calls in Manage Engine, escalating to level 2/3 or vendors as needed
- Ensure timely resolution of issues in line with SLAs and data risk policies
- Identify opportunities to improve IT systems and share insights with the team
- Support compliance training and contribute to team goals and KPIs
- Participate in meetings, complete daily duties and assist with other tasks as directed.

**What you will bring**
- Experience in IT support within an ITIL Service Management framework
- Strong customer service skills with a proactive, solutions-focused mindset
- Excellent communication, interpersonal and relationship-building skills
- High attention to detail and accuracy in technical support and documentation
- Solid understanding of Citrix, Windows Server, Microsoft Office and Active Directory
- Experience with Microsoft 365 admin tools and video conferencing platforms like Teams
- Familiarity with web technologies including HTML, CSS, JavaScript (preferred but not essential)
- Tertiary qualification in IT or related field (desirable)
- Willingness to provide after-hours support as required
- Commitment to Bank Australia’s purpose, values, and B Corp ethos.

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