Service Centre Analyst

2 weeks ago

Melbourne, Australia UniSuper Full time

**About US**

UniSuper is one of Australia's largest super funds. We look after the retirement savings of more than 450,000 members and have over $110 billion in funds under management. Members enjoy the benefits of low fees, strong long-term performance across various investment options and commitment to sustainable investment.

It is an exciting time to be part of UniSuper with great opportunities for ambitious individuals who really want to make their mark.

**The opportunity**

We’re all here to help deliver greater retirement outcomes for our members. Your role supports UniSuper by being the first point of contact for all Delivery and Information incidents and requests. This role is responsible for interfacing with the business to ensure that all operational business incidents and requests are addressed appropriately within a timely manner. This role will provide level 1 and 2 support and be responsible for Service Centre functions including phone and queue management.

The key deliverables and outcomes of this role will include:

- Resolving incidents and requests in an effective and timely manner
- Track, categorise, prioritise and monitor all incidents and request reported to the Service Centre
- Quickly referring difficult or urgent incident/s to other assignment groups or lead
- Supporting and having input to process improvement and documentation
- Being able to gather knowledge and troubleshoot issues
- Ensuring all users know the current status of their incidents and requests
- Monitoring call volumes and trends to identify potential major incidents and problems
- Maintain ownership of logged incidents and request from receipt to closure, communicating to users the progress of all enquiries
- Advise and train users on Service Centre operational and support functions and processes as required
- Identify recurrent trends and advise Senior Service Centre Analyst
- Identify incidents and problems, which require additional expertise and take appropriate action in a timely manner including referral of issues to second or third level support
- Ensure all Service Centre Incidents and requests meet Service Level Agreements (SLAs)
- Maintain a consistent high level of customer service to all stakeholders
- Create Level 0 and Level 1 Knowledge base articles

**About you**

The desired experience and qualification for this role are,
- Experience in a Service Centre role
- Experience working within an SLA and First Call Resolution support model
- Experience working in an environment with a technology focus
- Experience working with O365 and Windows 10
- Desirable - knowledge of Financial services products and systems, superannuation principles, practice and regulations
- Desirable - knowledge of ServiceNow
- Desirable - ITIL or another relevant IT qualifications

**What US offer**

In a positive, connective and open culture where all roles can flex, you will receive the support that you need to build your own career in a team that is leading change across UniSuper. This includes;
- A personal development plan and yearly funding to support your career goals.
- Competitive salary including a performance incentive
- Additional 3 days paid leave over the Christmas period
- Generous well-being program
- Paid volunteer days and flexible working options.

If you feel you have the experience and skills required for this role, please apply

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