IT Service Desk Analyst

6 Month Contract Opportunity
Work from our Bendigo Centre Corporate Office
Benefits includes flexible working, learning programs & discounts on banking

About us

With more than 160 years of history, we are proud of our position in the community with more satisfied customers than any other Australian bank. Every day, we work hard to bring our company purpose to life, feeding into the success of our customers and communities and not off it.

We’re more than just a bank with banking products. We change the lives of customers and communities. Commercial actions with heart

Our time is now. We are challenging the status quo and we’re excited about our future

About the role

The primary function of the IT Service Desk Analyst is to provide 1st level customer support and incident resolution to all users of technology within the Bendigo and Adelaide Bank.

This is achieved via 2 functions within the broader Service Desk team: IT Helpdesk Call Centre and Alliance Bank IT Helpdesk Call Centre.

**IT Helpdesk Call Centre**: traditional Helpdesk call centre, servicing our Bendigo and Adelaide Bank staff remotely

**Alliance Bank IT Helpdesk Call Centre**: Helpdesk call centre, servicing our Alliance Bank staff remotely

We provide end to end ownership of our customers’ requests and incidents, resolving these where possible or referring to appropriate technical resources when necessary. Flexibility to work in any of the 2 IT Service Desk Functions is required depending on the demand of the business.

**In this role you’ll get to**:
Provide a high level of customer service by handling user requests and incidents in a professional, courteous, friendly and empathetic manner ensuring the attainment of trust and respect from the customer.
Ensure that customers are regularly kept up to date with the progress and status of their requests and incidents
Ensure that all customer requests, incidents and interactions are recorded and logged into the Service Management Tool.
Proactively own and manage personal and/or team job queues to ensure services provided meets customers' SLA.
Investigate and respond to outstanding requests and incidents providing accurate and timely feedback in accordance with agreed SLAs.
Ensure that Incidents or requests that cannot be resolved at the Help Desk are appropriately escalated
Where applicable, liaise with internal support teams and external suppliers in a professional and efficient manner

About you

Highly developed customer service, troubleshooting, problem solving and decision-making skills.
Must have a proactive attitude towards process improvements and a willingness to accept change in an always changing and challenging industry.
Ability to work under pressure and prioritise workload to meet deadlines and SLA's.
Excellent communication skills - both written and verbal.
Able to demonstrate patience and empathy to all customers.
Experience providing IT support and previous helpdesk experience.
Ideally, you’ll have ITIL awareness and/or experience working within an ITIL framework.

Why us?

There’s so much more to a career with Bendigo and Adelaide Bank than just banking.

Working with us opens the door to a whole lot more than a fee free account. Get real benefits, work life balance and flexibility. We offer various leave benefits as well as banking benefits which can you give cash back in your pocket, shopping discounts, novated leasing options and we can support financially if you wish completed further studies.

Bring your brilliant mind and we’ll help you take your learning to the next level with on the job training and external development opportunities - we want you to shine. After all, YOU are the difference that makes us the better big bank.

Be quick to apply Applications will be reviewed as they are received and may close before the listed closing date.

It is a condition of employment with the Bank that you are fully vaccinated against COVID-19, unless you have a medical contraindication or acute illness which prevents you from receiving the vaccine and you provide satisfactory evidence of this to the Bank.