IT Service Desk Officer

About us

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 offices in Coffs Harbour and Brisbane, we service over 200,000 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;

We're looking for a Service Desk Officer to join our team in Coffs Harbour on a 13-month contract basis. This role is all about providing responsive and friendly IT support to colleagues, helping them stay connected and able to deliver for our customers.

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

• Be the first point of contact for IT support requests by phone, email or walk-ups
• Assist users with resolving an array of incidents and fulfilling requests. For example account password resets; user account creation, modification and termination; system and file access requests; email and phone systems tasks; hardware deployment and distribution, and assistance with banking systems queries
• Assist with Level 2 requests and escalate to the right support teams
• Provide in person support to staff of nearby branches
• Keep incidents, requests, changes and IT asset records maintained and up to date
• Assist with reporting, procedure updates, audits and project work
• Be adherent to policies, processes and standards to maintain accuracy and uphold a secure environment
• Liaise with vendors to arrange maintenance visits and support of specialist equipment

What will you bring?

• Exceptional customer service skills, putting customers at our core with a polite, courteous and helpful demeanour
• Incredible listening skills to ensure our staff feel like they are being heard, understood with empathy and compassion
• Confident and clear communication styles in person, over the phone and in writing
• Demonstrable experience in dealing with stakeholders remotely and 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
• 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 and budget compliance
• Expertise and experience in the use of the MS-Office suite

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 brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages and cultures to apply.

If you need assistance or require flexibility to be able to fully participate in the application process, please email us at

To find out more about what it's like to work with us, visit BCU Bank careers. 

What does our recruitment process look like?

The process can include a phone screen, virtual and/or face-to-face interview, psychometric testing, reference checks and all relevant background checks.

The closing date for applications is 2nd October 2025.