About us
With more than 160 years of history, we are proud of our position in the community with more satisfied customers than any other Australian bank. Every day, we work hard to bring our company purpose to life, feeding into the success of our customers and communities and not off it.
We're more than just a bank with banking products. We change the lives of customers and communities. Commercial actions with heart!
Our time is now. We are challenging the status quo and we're excited about our future!
About the role
As one of our IT Service Desk Analysts you will provide 1st level IT support and incident resolution to all users the Bank. You’ll provide end to end ownership of our customers’ requests and incidents, resolving these where possible or referring to appropriate technical resources when necessary. Flexibility to work in any of the below three IT Service Desk Functions is required depending on the demand of the business. This is an initial six-month fixed term contract – you’ll get a salary plus benefits.
- IT Helpdesk Call Centre: traditional Helpdesk call centre, servicing our Bendigo and Adelaide Bank staff remotely
- Alliance Bank IT Helpdesk Call Centre: Helpdesk call centre, servicing our Alliance Bank staff remotely
- IT Service Desk: walk up desk, servicing our Bendigo and Adelaide Bank staff face to face in select head office locations
Responsibilities include:
- 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 that customers are regularly kept up to date with the progress and status of their requests and incidents
- Ensure that 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 that Incidents or requests that cannot be resolved at the Help Desk are appropriately escalated
About you
- Highly developed customer service, troubleshooting, problem solving and decision-making 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.
- 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.
Why us?
There's so much more to a career with Bendigo and Adelaide Bank than just banking.
Get real benefits, work life balance and flexibility. You bring your brilliant mind and we’ll help you take your learning to the next level with on the job training and external development opportunities - we want you to shine. After all, YOU are the difference that makes us the better big bank.
At Bendigo and Adelaide Bank 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.
Be quick to apply! Applications will be reviewed as they are submitted and the advert may close before the listed closing date.
