Help Desk Officer

Unique opportunity with a growing national organization
- Attractive remuneration & career development
- Collaborative and innovative culture within a customer-centric organisation

**About us**

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Are you looking for a career with endless opportunities? There’s more to us than banking.

P&N Group is amongst the largest customer-owned banking organisations in Australia, represented by P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland. Our purpose is to enrich the lives of our customers and their communities.

With over $8 billion in assets and a head office in Perth and corporate officers in Coffs Harbour and Brisbane, we service over 180,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.

We believe our culture is a real point of difference, and our values - Focus on Members, Improve & Learn and Trust & Collaborate - are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.

As part of our ongoing strategic customer-centric transformation, we’re focussed on making it even easier to bank with us for our customers of today and the future.

**About the role;**

Working as part of an inclusive and collaborative team your key responsibilities will include:

- Handle Level 2 requests that are the responsibility of the Help Desk, otherwise escalate to appropriate support teams
- Monitor the progress of outstanding incidents and service requests, escalate potential bottlenecks and workload issues to relevant IT Managers/Team Leaders
- Prepare monthly service level reports for Help Desk services where required
- Provide support through Major/Critical Incident Management activities; unplanned IT Infrastructure events, including outage notification communications; incident oversight and incident escalation
- Provide clear and concise communications to internal users regarding impactful change activities, demonstrating strong inter-team communication to ascertain a clear impact statement from the change requestor/coordinator
- Assist in periodic project work as directed. Participate in various periodic audits
- Assist with Help Desk procedure creation, documentation, and maintenance
- Maintain IT asset records
- Assist with administrative duties as required
- Coordinate the ordering and warranty support of IT hardware
- Create purchase orders based on Capital Expenditure requests to support IT Infrastructure
- Receive supplier invoices, match against orders, code to GLs, obtain relevant IT approvals and forward to Accounting Department

**What will you bring?**

Required:

- Exceptional customer service skills, putting customers at our core with polite, courteous and helpful demeanour
- Experience in assisting users remotely
- Incredible listening skills, to ensure our users feel like they are being understood and empathised with
- Confident and clear communicator, both in person, over the phone and in writing
- Demonstrable experience in dealing with stakeholders over the phone
- Ability and willingness to continually learn new skills, put them in to practice and follow processes
- Ability to interpret and explain technical information in a non-technical manner
- Has a profound ability to be able to listen carefully and absorb information to put to appropriate use
- Understanding of Windows operating environment and Network structure
- Administration and clerical skills especially in relation to purchasing and invoicing
- Expertise and experience in the use of the MS-Office suite

Desirable:

- At least 3 years’ IT or Technology Helpdesk experience
- ITIL V3/V4
- Relevant Microsoft qualifications

**What we can offer you**
There’s life at work, and life outside of work - and we understand that.

P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.

To help you live your best life through work, we offer an extensive range of employee benefits.
- Work for a national multi-brand, customer-focused organisation
- Enjoy flexible work arrangements
- An incentive scheme for exceptional performance
- Be supported with leadership and professional development
- 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver
- Generous discounts on home loans, personal loans, insurance and other banking products and services
- Up to two weeks’ additional purchased leave per year
- Two days’ paid volunteer leave each year to use with a community partner of your choice
- An Employee Assistance Program

At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce bring