IT Service Desk Analyst

About Us:

At Ubank, we empower the digital generation to achieve financial success. Think of us as your daily money companion, offering a unified view of your finances with smart features and real-time insights. Save more, track spending, and achieve home ownership faster with Ubank.

The Why:

The Digital Services Analyst role is responsible for delivering a great employee technology experience by providing responsive support, resolving technology issues, managing user access and devices, and ensuring employees have the tools they need to work effectively. The role balances strong customer service and stakeholder engagement with hands-on technology support across the digital workplace.

Key Responsibilities:

• Responsible for Level 1 IT support activities, including troubleshooting hardware, software, mobile devices, Microsoft 365 services, printing and network connectivity issues.
• User and access management across systems and applications, ensuring compliance with approved processes and security requirements.
• Ticket and queue management, ensuring incidents and service requests are appropriately triaged, prioritised and resolved within agreed service levels.
• Following agreed procedures and responding to requests for assistance, providing timely support and guidance to end users.
• Coordinating employee onboarding and offboarding activities, including provisioning and decommissioning user accounts, access and technology assets.
• Supporting the deployment, configuration and maintenance of end-user devices and workplace technology, ensuring compliance with the Standard Operating Environment (SOE).
• Maintaining accurate hardware, software and configuration records, including Hardware Asset Management (HAM), Software Asset Management (SAM) and CMDB updates.
• Assisting with the identification, remediation and escalation of endpoint-related vulnerabilities, incidents and security issues.
• Supporting compliance with organisational policies, security standards, access reviews, asset audits and governance activities.

Your Experience:

• Demonstrated experience in IT Service Desk operations, End User Computing (EUC), Digital Services, workplace technology support or a similar technology support role, typically gained over 1–2 years.
• Experience providing technical support across hardware, software, Microsoft 365 services, mobile devices and workplace technology environments.
• Experience managing user identities, access requests and device management using Microsoft 365 technologies, including Entra ID, Intune and SharePoint Online.
• Experience coordinating employee onboarding and offboarding activities, including account provisioning, access management and asset allocation.
• Experience using IT Service Management (ITSM) platforms, including Jira Service Management, Jira Software and Confluence.
• Experience maintaining hardware and software asset records, including Hardware Asset Management (HAM), Software Asset Management (SAM) and CMDB practices.

Why Ubank?

• Innovation with impact: From meaningful work to amazing benefits, we equip you with the tools and support to drive real change - so your ideas don’t just stay ideas, they become impact.
• Collaborative, supportive & fun: We believe innovation is a team sport. It comes from a special kind of culture that’s highly collaborative and gives people the support they need to thrive.
• Build something great: Ubank is where ambition meets opportunity. We don’t just talk about change - we give you the tools, trust, and support to make it happen.
• Freedom to be yourself: We celebrate individuality and give you the flexibility to work in ways that suit your style. Our hybrid working model lets you balance connection and autonomy.
• Accelerate your Career: With clear paths for career development, your potential won’t just be recognised, it’ll be accelerated.

We acknowledge the Traditional Custodians of our local area.

This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency.

We welcome applicants of all backgrounds, and our Talent team is excited to connect with you.

Apply now with your CV and explore this exciting opportunity!

Please note, we’re not accepting unsolicited candidate submissions from recruitment agencies. We work with a dedicated panel of partners, so kindly ask agencies not to contact Ubank team members directly.