Service Centre Analyst

2 days 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

  • Service Desk Analyst

    12 minutes ago

    Melbourne, Australia Service Stream Full time

    Primary Location Melbourne, VIC Job Description Summary An exciting opportunity has arisen for a Service Desk Analyst to join Service Stream in our Collin Street, Melbourne Office About the Role Service Stream’s Service and Support Department are currently seeking a Service Desk Analyst to join our growing company. As a Service Desk Analyst you will...

  • Service Centre Analyst

    2 weeks ago

    Melbourne, Australia Gadens Full time

    Business Support - Melbourne - Permanent / Full Time - A truly flexible workplace - we call it "Your Work, Your way" - Join a growing, fun, fast paced and supportive team - Work at a well regarded National Law firm **About you** As the onsite TSS (Technology Services & Solution) Service Centre support Analyst in our Melbourne office, you will be a team...

  • Service Desk Analyst

    2 days ago

    Melbourne, Australia Service Stream Full time

    Primary LocationVIC - Melbourne - 655 Collins St - Job Description SummaryNew opportunities for a Service Desk Analyst in Melbourne VIC and Welshpool WA! - About the Role We have new opportunities available to join us at Service Stream as a Service Desk Analyst. This is a great platform for someone looking to grow their career in an expanding ASX listed...

  • Contact Centre Analyst

    4 days ago

    Melbourne, Australia Mercer Full time

    **Contact Centre Analyst** **What can you expect?** What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing...

  • Service Desk Analyst

    7 days ago

    Melbourne, Victoria, Australia Service Stream Full time $60,000 - $90,000 per year

    Primary LocationVIC - Melbourne - 655 Collins StJob Description SummaryNew opportunities for a Service Desk Analyst in Melbourne VIC and Welshpool WAAbout the RoleWe have new opportunities available to join us at Service Stream as a Service Desk Analyst. This is a great platform for someone looking to grow their career in an expanding ASX listed leader in...

  • Service Desk Analyst

    1 week ago

    Melbourne, Victoria, Australia Service Stream Full time $60,000 - $90,000 per year

    Primary LocationVIC - Melbourne - 655 Collins St Job Description SummaryNew opportunities for a Service Desk Analyst in Melbourne VIC and Welshpool WA About the RoleWe have new opportunities available to join us at Service Stream as a Service Desk Analyst. This is a great platform for someone looking to grow their career in an expanding ASX...

  • Guardian Centre Analyst

    2 weeks ago

    Melbourne, Australia Seeing Machines Full time

    Seeing Machines has developed the world’s most advanced human data-driven technology which enhances transport safety by dramatically reducing fatal accidents every day. We’re on a mission to achieve zero transport fatalities. With at least 2 million cars on the road using our state-of-the-art operator monitoring technology developed by the passionate...

  • Security Operations Centre Analyst

    7 days ago

    Melbourne, Australia Department of Transport and Planning Full time

    Location: Melbourne | CBD Job type: Full Time - Fixed Term Organisation: Department of Transport and Planning **Salary**: $109,730 - $132,764 Occupation: IT and Telecommunications Reference: 6505 **About Us** About Us The Department of Transport & Planning brings together all transport modes to design, plan, build and operate Victoria's transport...

  • Clinical Informatics Centre Data Analyst

    7 days ago

    Melbourne, Australia The Royal Melbourne Hospital Full time

    -Location: Melbourne | CBD Job type: Part time Organisation: The Royal Melbourne Hospital Salary: Salary not specified Occupation: Health and Allied Health, IT and Telecommunications, Research Reference: 75846 **Clinical Informatics Centre Data Analyst** - ** Fixed term part time position**: - ** Work with a range of key stakeholders across RMH, the...

  • ▷ [15h Left] Service Desk Analyst

    2 weeks ago

    Melbourne, Australia Service Stream Full time

    # **Primary Location**VIC - Melbourne - 655 Collins StNew opportunities for a Service Desk Analyst in Melbourne VIC and Welshpool WA!# **About the Role**We have new opportunities available to join us at Service Stream as a **Service Desk Analyst.** This is a great platform for someone looking to grow their career in an expanding ASX listed leader in its...