AddressHelia, as Australia’s first Lenders Mortgage Insurance (LMI) provider, with over 50 years expertise in the Australian housing market are in the process of re-inventing ourselves.
We exist to accelerate financial wellbeing through home ownership, now and for the future. Our mission is to create innovative and tailored solutions in partnership with our customers. We aim to do this efficiently and conveniently, leveraging state of the art technology and data solutions.
The Service Desk is the customer face of IT and the first port of call for our customers and partners, both internal and external, when they need help. This can include help with end-user computing devices (laptops and cloud workspaces), communications (voice, video conferencing, mobile phones, WiFi and Internet), applications and almost any other technology in use at Helia.
The Level 2Service Desk Analyst is the backbone of this team. They answer requests as they come in from channels such as phone calls, self-service tickets, Teams chats, emails and walk-ins. Following established processes, they need to understand the customer’s needs and either provide a solution or escalate the issue as appropriate.
The nature of the role means you will meet everyone, learn a lot about the business and are always learning the latest tech.
Responsibilities
- Working as part of a growing team.
- Performing operational tasks such as running daily checklists and monitoring service status
- Identifying, troubleshooting, and resolving or escalating issues as they arise
- Managing deployment of physical assets such as laptops, monitors, docking stations and other IT office equipment
- Following defined procedures to receive and handle requests for service, including:
- Logging and maintaining tickets.
- Promptly resolving requests or allocating them to the appropriate teams.
- Developing and Maintaining documentation
- Working with the Infrastructure team to resolve service interruptions.
- Informing customers of service interruption status using defined channels.
- Working collaboratively with IT teams to continually improve the customer experience
- Working with the Infrastructure, Security and infrastructure teams to manage and deploy system updates
- Developing and maintaining Standard Operating Environments for all End User Computing environments.
Who You Are
You’re a seasoned Service Desk professional with at least 3 years of experience up your sleeve. You’ve developed a broad range of technical skills and an excellent knowledge of the Corporate IT landscape and are looking for a rewarding role that will challenge you. You have solid technical skills and can demonstrate your prowess with:
- Windows desktop support and administration, especially:
- Active Directory
- Microsoft 365
- Microsoft Teams
- Exchange
- Microsoft Intune
- LAN/WAN/WiFi networking
- Mobile Device Management (MDM)
- Deploying software and updates across a corporate desktop fleet
- ITIL Incident and Service Management processes
- Analytical skills, problem solving and process improvement
Ideally, you’d also have:
- Experience with Confluence and Jira Service Desk.
- Audio/video conferencing technology
- Exposure to IT Asset Management
- Exposure to Linux server concepts.
- Exposure to basic IT security and physical infrastructure concepts.
Your friends and colleagues would use these words to describe you:
- Excellent people skills - you’re a team player who can build collaborative relationships and you always stay calm under pressure
- You’re good at communicating complex ideas to an audience with a broad range of technical skills
- You’re a keen learner who’s always looking to enhance your knowledge and develop new skills
- You have a passion for Technology
- You love to help people and are driven by Customer Satisfaction
- You have excellent written and verbal communication skills
- You have excellent problem-solving skills, a keen eye for detail and the ability to spot patterns
- You’re great at managing your time
- You’re self-motivated. If you see something that needs doing, you jump in and sort it out without needing to be asked
- You are always looking to improve things
We’d look very favourably on any of these qualifications:
- ITIL (Foundation or higher)
- Diploma or degree in an IT-related area
- Microsoft IT Support certifications
At Helia, we are building a team focused on opportunities: creating brighter futures for our people. When you come to work at Helia, you’re joining an organisation that cares about what’s important to you. Whether it’s greater work-life balance, flexible working arrangements or looking after your wellbeing, we provide access to benefits that help support you both professionally and personally.
Helia is a place where you can grow and make a difference. We provide a great learning culture, where cross collaboration, training and innovation happens to embrace and embed a customer service culture. We are based in the heart of North Sydney, with spacious offices and some of the most fantastic views in Sydney!
If you are interested in joining a company where you can realise your full potential and grow, we would love to hear from you!
We have a diverse business community: our people, our customers and communities are reflective of this and as an organisation we are committed to continually hiring a diverse workforce. We ensure our people always feel supported and we do this by our openness to flexible work options and our commitment to inclusion, regardless of career level, life-stage, or experience.
