IT Service Desk Analyst

**Introduction**:
HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions.

At HUB24, we know the smartest investments start with our people.

We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

As HUB24 continues to grow, we’re investing in the ambitions of our talented team - we understand that these can be both inside and outside work. That’s why we’re as focused on your career development and learning opportunities as we are in developing a flexible workplace where everybody can thrive. We know that when our people are engaged and happy, our customers feel the difference. We operate a hybrid workplace model across our offices with plenty of work from home flexibility: Tell us what you need to be successful.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

**Description**:

- Log all relevant incidents/service requests details, allocating categorisation & prioritisation codes
- Provide advice and support to customers and other Service Desk staff in response to customer incidents and inquiries.
- Encourage, maintain and develop a professional business relationship with customers by providing a prompt, efficient and professional service at all times.
- Coordinate user and support issues among regional offices to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
- Research, resolve, and respond to questions in accordance with current standards.
- Escalate for resolution all incidents and service requests that cannot be resolved at the service desk to the appropriate support team.
- Assist in projects to improve help-desk support capability and efficiency.
- Demonstrate an awareness of impact on relevant support issues on a companywide basis.
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to help-desk users.
- Actively contribute to Knowledge article identification, review, & creation.
- Attend training sessions offered within the group.
- Participate in team projects that enhance the quality or efficiency of support.
- Maintain and update documentation relating to work flow and processes as required.
- Stay current with system information, changes and updates.
- Undertake specialist training and share that knowledge with colleagues and other helpdesk staff as required.
- Participate in varied shift times.
- Contribute to successful operation of the information systems within HUB24 in line with the IT Groups strategic direction.

**Skills and Experiences**:

- The position requires tertiary qualifications and 1+ years relevant work experience.
- Experience in the financial or banking industries and/or capital markets technology is highly desirable.
- Support strong service delivery to all clients
- Liaise with internal and external clients, as required
- Liaise with internal HUB24 IT teams to deliver solutions
- Escalate issues to appropriate IT teams and follow up with the relevant team to ensure timely resolution for the end user.
- Effectively communicate with HUB24 employees requiring IT support.
- Exceptional customer focus and service ethic.
- Proven ability to develop productive client relationships and gain an understanding of clients’ immediate and long-term goals.
- Superior ability to maximise and demonstrate value and exceed client expectations.
- Driving passion for promoting ‘best practice’ and continuously seeking, analysing, identifying, advocating and implementing opportunities for enhanced quality outcomes