Applications Close: 30th of Jan, at 5pm. Position Description: PD - IT Service Desk Analyst Apr 24.docx About the opportunity Technology and Transformation is accountable for the development, implementation and running of business systems and infrastructure in an efficient, stable and robust manner to enable business change and growth. Our Team’s mission as the IT Service Desk is to provide exceptional customer service and support to the technology needs of our staff to enable them to service our customers. We provide end to end ownership of our customers’ requests and incidents, resolving these where possible or referring to appropriate technical resources when necessary. Our community is a place to thrive in if you enjoy working in a changing environment and thinking of creative solutions. In this role, you will get to… Provide 1st level customer support and incident resolution to all users of technology within the Bank. 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 customers are regularly kept up to date with the progress and status of their requests and incidents. Ensure 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 incidents or requests that cannot be resolved at the IT Service Desk are appropriately escalated. Liaise with internal support teams and external suppliers in a professional and efficient manner. What you’ll bring to the role To be successful in the role you will have: Highly developed customer service, troubleshooting, problem solving and decision-making skills. Do not need to have IT background, you will be trained in IT – you will NEED to have strong Customer Service 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 will be looked on favourably. Ideally, you’ll have ITIL awareness and/or experience working within an ITIL framework. Candidates must be willing to work a rotating roster covering Mon-Fri 7.30 am to 6.30pm, Saturday 8.30am to 12.30pm, after hours on call and public holidays. We offer flexible work options that put our people first, and a hybrid model with a minimum of 40% in our local Head Office We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process. If this sounds like an opportunity for you check out the attached Position Description and apply. Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application. Please contact the Talent Acquisition Advisor of this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further. Name: Bel Fisher Email: bel.fisherbendigoadelaide.com.au For more information, check out the Application Process for Internal Candidates page. Still in two minds? Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay apply now