Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world. We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We currently have an exciting permanent, full time opportunity for Senior Service Desk Analyst to join our highly engaged and professional Information Technology department. This role will be based in our Collingwood Head Office and will report to the IT Service Desk Supervisor.

The role of the Senior Service Desk Analyst exists to provide 1st level support, via the phone and 2nd level either by using remote desktop tools or by desktop support to staff across the organisation.

Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life
• We offer flexible working options, competitive salary and 13% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing Customer Support:

• Provide 1st level support, via the phone and 2nd level either by using remote desktop tools or by desktop support to staff across the organisation.
• Answers, evaluates and prioritises incoming requests and assists users with hardware, software, networking and other technology related problems.
• Provide high level of customer support to staff in a face-to-face capacity on the ground and remotely over the phone with support tools such as Remote Desktop.
• Undertaking high-level technical support, which enhances the customer experience by delivering resolution for specific incidents and requests in a consistent and professional manner.

Governance:

• Adheres to established SLA's with the business and key stakeholders for timely resolution of issues.
• Log all support calls in Bank Australia’s Manage Engine Service Desk application and where required re-allocate to level 2 / 3 support or a third party vendor.
• Prioritise support calls as required.
• Ensure that all activities and tasks conform to Data Risk requirements as defined in Bank Australia and Data Action’s policies, guidelines and procedures.
• Adheres to established SLA's with the business and key stakeholders for timely resolution of issues.

Vendor Management:

• Create and maintain Request for Work (RFW) records in the Data Action (DA) Jira Service Management call logging tool, for the provision of support by their help desk.
• Liaise directly with DA to ensure timely completion of RFWs and keep the appropriate staff members informed.

Training:

• Identify opportunities to continuously improve the IT systems, both software and hardware, and communicate these to the IT Service Desk supervisor & level 3 support that will facilitate monitoring and diagnosis of trends.
• Adhere to established compliance training as part of the organisations obligations.

Team:

• Contributes to team goals and discussions regarding IT problems that the business faces.
• Meets all KPIs set for the role
• Active participation in team meetings, events and conferences.
• Ensure the completion of daily duties, in accordance with policies, procedures and daily checklists.
• Assist with other duties as directed by the IT Service Desk supervisor and Head of Information Technology.

What you will bring

• Demonstrated experience providing responsive, quality customer service and support.
• Well-developed interpersonal skills and the ability to establish effective working relationships.
• An enthusiastic attitude towards technology is essential with a broad knowledge of application software that is available.
• Technically minded, with the ability to pro-actively provide solutions.
• Excellent verbal and written communication skills
• Accuracy and attention to detail.
• Good understanding of various technology platforms including Citrix Thin Client, Windows Server, Microsoft Office and Active Directory.
• Proven experience working with MS Teams and video conferencing facilities.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.