It Service Desk Analyst

Your new role with Bendigo Bank is just a few clicks away…

About the role

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.

• **This is an initial six-month fixed term contract, with the intention to extend based on performance. You will be paid a salary and get access to our employee benefits.**
• **The role is based in person, in our Bendigo Head Office, at this stage we cannot consider other locations. We offer flexible work options that put our people first, and a hybrid model of two days in office. Initially for onboarding you will be expected to attend our Bendigo office five days a week for training. **

As an IT Service Desk Analyst, you’ll 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.

About you

As the ideal candidate, 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 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.

About Bendigo Bank

With over 7,000 employees, we are Australian’s most trusted retail bank, our purpose is – ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance, and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
• We know the last few years have been rough, so we have partnered with Sonder as our wellness provider. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank!

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!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.