End User Support Analyst

About Vanguard 

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.  

Today, Vanguard is one of the world's largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.  

About the Role

As an End User Support Specialist you'll be responsible for providing intermediate level technical support to Vanguards critical Trade Floor operations. In this role you'll have the opportunity to make a difference to our Trade Floor Crew by providing responsive, personalised and expert support to technology related issues. In this role you'll be responsible for supporting desktop computing, meeting room, connectivity and other various technology issues that are impacting our Vanguard Trade Floor.

As part of our Digital Workplace Services team you'll also have the opportunity to lead and be a part of various projects and initiatives all aimed at bringing seamless technology solutions to our Crew and delivering exceptional client experiences.

If you're passionate about delivering exceptional client experiences, technology and making an impact on a global scale then we'd love to hear from you Experience supporting a trading floor will be advantageous but not mandatory.

Due to the nature of this role, we would expect a successful candidate to be on site 5 days a week, with some allowance for 1 day a week at home when required.

Details:

Core Responsibilities

1. Provides intermediate level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.

2. Resolves moderately complex technical troubleshooting issues to ensure end user productivity.

3. Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.

4. Creates and maintains knowledge-based articles, procedures, and training for support areas and crew.

5. Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.

6. Resolves issues elevated from crew with less experience. Determines severity of unresolved issues and escalates issues accordingly.

7. Learns and complies with Information Technology and Information Security policies and procedures.

8. Participates in special projects and performs other duties as assigned.

What are we looking for?

• Someone with a minimum of 3 years of related technology support experience. 

• Experience working within the Microsoft ecosystem, ServiceNow and other trading tools will be preferred but not mandatory.

• Experience in a support role supporting a trading floor will be advantageous but not mandatory. 

• Someone who is passionate about building strong client connections and passionate about delivering exceptional client experiences.

Inclusion Statement 

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing." 

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values. 

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose. 

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success. 

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.