Service Desk Specialist

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Service Desk Specialist, you’ll be one of the first points of contact for technology support, helping our people resolve issues and get the most from the tools they use every day.

You’ll provide first-level support remotely, and through our Service Portal. From troubleshooting laptops and applications to supporting systems access, mobile devices, printers and audio-visual technology, you’ll deliver practical solutions with a strong focus on service and communication.

You’ll take ownership of assigned incidents and requests from initial contact through to resolution or escalation. Working with colleagues across Technology and the broader business, you’ll also contribute to knowledge articles, technology rollouts, asset management and ongoing service improvements.

This role is a permanent opportunity and can be based in Brisbane, Sydney or Melbourne.

Day to day, you'll:

• Respond to technology incidents and service requests across phone, portal, and remote channels.
• Take end-to-end ownership of assigned issues and keep customers informed about progress and resolution.
• Complete first-line investigation and diagnosis, resolving issues or escalating them through the appropriate support process.
• Support desktops, laptops, applications, mobile devices, printers, peripherals and audio-visual technology.
• Process systems access requests and support technology requirements for onboarding, offboarding and internal role changes.
• Prioritise incidents based on impact, urgency and agreed service-management procedures.
• Help customers build confidence with technology through practical guidance, training and how-to support.
• Create and improve support documentation and knowledge articles.
• Monitor service performance and help ensure service-level commitments are met.
• Support technology projects, deployments and business rollouts.
• Assist with the lifecycle management of technology assets, including receiving, auditing, provisioning, maintaining, reassigning and decommissioning equipment.
• Identify opportunities to simplify processes and continuously improve the customer experience.
• Work collaboratively across Technology and the business to resolve issues and deliver effective outcomes.
• Provide occasional support outside normal business hours when required to meet agreed service levels.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have experience supporting workplace technology, including desktops, laptops, mobile devices, printers, peripherals and video-conferencing equipment.

• Your approach is customer focused, responsive and grounded in clear communication.

• You can investigate hardware, software and application issues using structured troubleshooting techniques.

• You’re able to remain composed and organised while managing multiple priorities and competing service requests.

• You understand IT service-delivery principles, practices and incident-management processes.

• Your knowledge includes ITIL frameworks and how they support consistent service delivery.

• You can identify, assess and escalate technology risks in line with established processes.

• You’ll take accountability for assigned incidents and requests through to resolution or appropriate escalation.

• You have experience working in an IT service desk or corporate technology-support environment.

• Your written communication skills enable you to create clear ticket updates, support instructions and knowledge articles.

• You proactively share your knowledge and contribute to team capability.

• You’re comfortable providing both remote and hands-on technology support.

• You hold an ITIL Foundation Certificate, or you’re willing to work towards one.