IT Service Desk Analyst

at  Bendigo Adelaide Bank

“IT BEGINS AT BENDIGO BANK”

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

YOU’LL ALSO GET ACCESS TO A GREAT RANGE OF BENEFITS, INCLUDING:

• Looking for hybrid work, flexible hours, or a compressed week? Our flexible work options are designed to fit your lifestyle. This role can be based in any of our head offices in Melbourne, Bendigo, or Adelaide. We prioritise our people with a hybrid model that includes a minimum of 40% per week in the office, increasing to 60% as of July 2025.
• Health and well-being support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.
• Take your learning to the next level through opportunities like our corporate university ‘BEN U’ or at an external provider of your choice.

IN THIS ROLE 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.

WHAT YOU’LL BRING TO THE ROLE

To be successful in the role 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.