IT Service Desk 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)
The Service Delivery department provides timely and expert technical services to support the products and services of the HUB24 Group and external clients. These include managed services and hosting, infrastructure support, application support, and end user support.
The purpose of this role is to provide level 1 & 2 support of day-to-day technical and functional assistance to HUB24 end-users. The individual in this position will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. This role plays a key part in providing 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 1+ years relevant work experience.
• Proven ability to effectively prioritise and execute tasks in a high-pressure environment.
• Excellent organisational/multitasking skills and the capacity to balance competing priorities and meet deadlines
• Driving passion for promoting ‘best practice’ and continuously seeking, analysing, identifying, advocating and implementing opportunities for enhanced quality outcomes.
• Exceptional customer focus and service ethic.Solid working knowledge of current IT technologies, across a wide variety of technical disciplines (not essential)

Tools used in Service Desk:

• Active Directory, PowerShell scripts to take care of access requests
• M365 Suite
• Manage Engine: Service Desk Plus and Zendesk (External Clients) for our ticketing system
• Mimecast (Email Security)
• Our Service Desk is open 8am-6pm Monday to Friday.

We mainly work in 3 rostered shifts being:

• 7:30am-4pm (This is mainly to assist our external clients)
• 8:30am-5pm
• 9:30am-6pm It is a hybrid role with 3 days in the office (Sydney CBD) and 2 days working remotely.

• Triage/Log all Incident & Service requests, assigning tickets to wider teams and escalating where necessary
• Assist in answering phone calls where users will be calling our support line for assistance.
• Escalate for resolution all incidents and service requests (that cannot be resolved at the service desk) to the appropriate support team.
• Provide advice and support to customers and other Service Delivery staff in response to customer incidents and inquiries.
• Onboard new users and offboarding departing users within the company, using tools such as Active Directory and PowerShell scripts.
• Troubleshoot basic hardware/software issues either on-site or remotely
• Encourage, maintain and develop a professional business relationship with customers by providing a prompt, efficient and professional service at all times.
• Maintain and update documentation relating to work flow and processes and ensuring this is communicated to the wider teams if necessary
• Assist in projects to improve help-desk support capability and efficiency.
• Provide support to internal staff and external clients of HUB24 with our broker platform