We are Australia's largest superannuation fund, here to help members achieve their best possible retirement outcome. Working with a wide range of stakeholders, we create meaningful value for members and our communities through our diverse workforce of highly competent and highly motivated employees.

• Flexible and inclusive work environment

• Exciting growth plans, both locally and internationally

• Deliver outcomes for our Members

Your new team

Our Technology Services group has a strategic remit to uplift, govern and run the Fund's technology capability. It is a highly respected team, with a leadership group who advocate for their people, are open and approachable, committed to providing excellent results, and who share their knowledge. This is your opportunity to join us as we grow and modernise technology services to support Australia's leading Superannuation Fund and more than 2.4 million Members.

Your new role

The Service Desk provides a friendly and efficient single point of contact for all AustralianSuper internal customers. The Service Desk Analyst is the central point of contact between customers, technical services and external vendors. The role provides high quality first line service and support for customers, managing Incidents and Requests from start to completion.

In this role you will provide exceptional customer service by efficiently managing customer interactions with high-quality, timely written and verbal communications. Your key responsibilities will include;

• Provide first-level IT support for colleagues via phone, email, intranet portal, Tech Bar(face-to-face

• Provisioning of assets to new users and decommissioning of assets

• Accurately record all interactions

• Primary responsibility for interacting with colleagues keeping them up-to-date with status and progress

• Communicate planned changes to service levels

• Articulate IT-related policies, processes, and standards

• Accurately log, classify, triage, and manage the lifecycle of all Incidents that affect IT services provided to customer

• Analyse Incidents to identify service restoration actions to be taken

• Diagnose, investigate, and resolve Incidents relating to in-scope IT services as quickly as possible

• Escalate Incidents to in-house specialist support or external vendors, according to documented criteria

• Detect and log possible IT related problems

• Accurately log, classify, triage, and manage the lifecycle of all Service Requests that affect IT services

• Fulfil Service Requests based on documented procedures

• Identify and log possible Change Requests

• Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendors

What you'll need

As the successful candidate you will have strong communication skills, be a good listener and demonstrate and a passion for providing exceptional customer-service. In addition, you will bring;

• Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management

• Technical knowledge, understanding and ability to troubleshoot user-facing aspects of:

• ITSM tools

• Windows desktop environment and Microsoft Office 365

• Microsoft Active Directory; Microsoft Exchange; Microsoft Teams

• Citrix

• IP telephony and video conferencing

• Basic networking and IT security

• Mobile device management

• Experience using service desk tools for managing incidents, service requests, knowledgebase etc.

• ITIL Foundation

• MCP or recognised technical qualification/certification

This role operates on an 8am-6pm rotating roster on-site at our 130 Lonsdale Street offices.

What you'll get in return

You will be working with a manager who values and supports your personal growth, in a growing, dynamic and authentic organisation that promotes integrity and puts members first. Other benefits include a competitive salary, genuine flexible working arrangements, discounted travel, income protection insurance and generous leave entitlements.

We are committed to the recruitment, development and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you. All roles can flex at AustralianSuper and we're happy to discuss what this can look like for you.

We are proud to be a WGEA certified Employer of Choice for Gender Equality (since 2012) and to be recognised as one of Australia's top 10 workplaces for Dads.

What's next

Please apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

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Agencies please note: this vacancy is being managed directly by AustralianSuper's Recruitment team. We will contact our preferred agency partners should we require additional support. Thank you.