The role of Service Desk Analyst will be responsible for resolving user technical issues, fulfilling requests, maintaining and ensuring completion of the Service Desk runsheet tasks, user access creation, deletion & ongoing user access reviews. This role is also responsible for reviewing current Service Desk knowledge articles and identifying the requirement for new Service Desk or Self-Help knowledge creation to assist with training and upskill for employee business wide.
Along with the above responsibilities the Service Desk Analyst will support the Service Desk Lead with queue management, training of new Service Desk analysts, escalation support, testing new items, applications or changes to items and continually improving the ServiceNow Service Catalog, and supporting Service Desk Lead initiatives and changes
Key Responsibilities:
Provide operational support to the Service Desk Lead and collaborate with internal teams, stakeholders, and vendors to ensure effective service delivery and incident resolution.
Manage and escalate technical issues, coordinating with support teams and external providers to ensure timely resolution within agreed SLAs.
Support workforce planning activities including team scheduling, roster management, leave coordination, and maintaining adequate Service Desk coverage.
Assist in the implementation, testing, and continuous improvement of technology solutions, ServiceNow enhancements, and business applications.
Deliver high-quality incident management, user access management, and onboarding/offboarding support while maintaining accurate records and audit readiness.
Conduct reviews, audits, and daily operational checks to ensure service requests, incidents, and processes are managed effectively and continuously improved.
Develop, maintain, and enhance knowledge articles, self-service resources, and onboarding materials to improve team capability and user experience.
Provide on-site and remote support, including training and mentoring new Service Desk team members and supporting organisational outage management activities.
Ensure compliance with organisational policies, governance frameworks, WHS requirements, security standards, and risk management practices while promoting a safe and compliant workplace culture.
About you:
Success in this role is demonstrated by the successful and timely delivery of consistent high quality omni-channel technology support to People First Bank’s employees, with increased resolution of issues through self-service or first point of contact. Consistent delivery of processes regardless of origin and repeatable efficient onboarding of future product lines
Knowledge and Experience:
Experience in Technology Service Desk and/or Contact Centre operations
Experience in support and use of Microsoft Windows 7/10, and Office 365
Strong communication and customer facing abilities
Why you’ll love working with us:
You’ll have access to financial and lifestyle benefits to support your success and individuality:
Flexibility and hybrid working arrangements.
Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
Advance your career with training, study support, and project opportunities.
Competitive leave benefits that empower employees to take time for themselves and loved ones.
Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program
Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
Be recognised for your contributions through our peer-driven recognition program.
In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.
We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.
With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.
If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by 7th June.
We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.
Through the merging of People's Choice and Heritage Bank, a new larger mutual bank has arrived.
People First Bank - our new brand - says exactly what we’re all about: people. As a leading Australian member-owned bank, we’re dedicated to you, your finances and your future.
We have an inclusive, friendly, professional and motivated team that works together to achieve and grow. Operating dual head offices in Adelaide and Toowoomba, we are staying true to our heritage and loyal to our roots.
Banking for you, better for all.
People First Bank, People's Choice Credit Union and Heritage Bank are all trading names of Heritage and People's Choice Ltd ABN 11 087 651 125, AFSL and Australian Credit Licence 244310. People's Choice Credit Union may be referred to as People's Choice across this page.
