IT Desktop Support Analyst

at  Class Super

A BIT ABOUT US

HUB24 Group (ASX:HUB) leads the wealth industry as the best provider of integrated platform, technology and data solutions, and we’re not done yet. At HUB24, we believe in the value of advice and by collaborating with the industry and leveraging our technology and data expertise, we’re helping to solve key challenges to enable the delivery of accessible financial advice and empower better financial futures for more Australians.
Our solutions include Australia’s best platform HUB24, leading SMSF software Class, and myprosperity’s innovative client portal technology.
HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)
Join a fast-growing business where we love to learn!
The purpose of this role is to provide level 2 support of day-to-day technical and functional support to HUB24 end-users as well as escalations from the Service Desk. In this role you will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. This role provides a key role in technical and business functional support to HUB24 end-users and their associated equipment and applications.

WHAT YOU’LL NEED:

• The position requires tertiary qualifications and 2+ years relevant work experience.
• Experience in the financial or banking industries and/or capital markets technology is highly desirable.
• Solid working knowledge of current IT technologies, across a wide variety of technical disciplines.
• Knowledge of the latest industry trends and developments, including emerging technologies.
• Driving passion for promoting ‘best practice’ and continuously seeking, analysing, identifying, advocating and implementing opportunities for enhanced quality outcomes.
• Excellent organisational skills and the capacity to balance competing priorities and meet deadlines, individually
• Proven ability to effectively prioritise and execute tasks in a high-pressure environment.
• Exceptional customer focus and service ethic.
• Proven ability to develop productive client relationships and gain an understanding of clients’ immediate and long-term goals.
• Superior ability to maximise and demonstrate value and exceed client expectations.

• Log all relevant incidents/service requests details, allocating categorisation & prioritisation codes.
• Induct new staff and prepare required assets for role.
• Maintain asset register, by updating the status and assignment of corporate devices
• Provide advice and support to customers and other Service Delivery staff in response to customer incidents and inquiries.
• Encourage, maintain and develop a professional business relationship with customers by providing a prompt, efficient and professional service at all times.
• Coordinate user and support issues among regional offices to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
• Escalate for resolution all incidents and service requests that cannot be resolved at the desktop support level to the appropriate support team.
• Assist in projects to improve help-desk support capability and efficiency.
• Demonstrate an awareness of impact on relevant support issues on a companywide basis.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to help-desk users.
• Undertake specialist training and share that knowledge with colleagues and other service delivery staff as required.