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Job Category: Digital banking, technology, and projects
About us. Defence Bank is a member-owned bank that has been proudly serving the Defence Community for 49 years. With over 27 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime.
The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. Our branch network and support office teams work collaboratively to offer tailored banking solutions that support the Defence Community throughout their banking journey.
We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.
Job Description The opportunity. Reporting to the Head of IT Operations, this position directly supports our purpose, and ensures our members can count on us, by improving the effectiveness of Defence Bank's infrastructure technology (inclusive of networks, hardware and software) while providing tactical user support.
This position is accountable for:
Providing Level 1 and Level 2 Business Technology support to our internal customers Supporting the IT Operations Manager and BT Service Delivery team in delivering an outstanding support experience for the delivery of technology services to our staff Providing a high level of customer service throughout all communications with end users via telephone, email, face to face, ticketing system, that is both empathetic and proactive Delivering a rapid and efficient resolution service to customers with technical issues Skilfully prioritising service requests based on severity, urgency and issues reported Providing prompt escalation of issues and requests to relevant support teams internally or externally Providing systems support across various platforms, including Office 365, Active Directory, Windows Server, Core Banking, Virtualisation, telephony, end point security, networking, device management and software packaging technologies Actively solicit direct feedback and suggestions for IT Service Delivery improvements Performing problem analysis for re-occurring themes or issues and recommend actions to address or resolve Supporting Business Technology team members Desired Skills and Experience About you. Skills and qualifications required:
Tertiary qualifications or diploma in a relevant IT discipline. Exceptional customer service and communication skills Appetite for learning and development You are self-directed and comfortable actioning operational requests as needed. It would be advantageous if you possess knowledge or skills in:
Supporting business and stakeholder requests for information or support with banking networks and systems. Experience working within a similar role or function will be advantageous. Trouble shooting issues and staff or member queries to identify root cause and appropriate action or resolution. Knowledge of analysis tools to monitor network and system performance. Managing multiple priorities with limited supervision. Building strong stakeholder relationships (internally and externally). Communicating complex concepts clearly to team members stakeholders Analysing and problem solving. Planning and organising. We count on you. And you can count on us. In joining our team, you'll get access to a great range of benefits including: A "Thank you" day - each year our employees receive one additional day of paid leave. Permanent hybrid working model to support every employee's lifestyle needs. Employee assistance program Corporate wardrobe allowance Savings and discounts across our range of products and services. Referral reward Access to our internal "reward and recognition" platform - vouchers, discounts, e-cards and much more! Interested? We'd like to hear from you. Click to apply. Defence Bank is committed to providing equal opportunities for employment. We encourage people from different cultural backgrounds, people from different ethnic origins, and people with disabilities to apply so our team reflects our diverse community.
All successful candidates will be required to complete employment checks prior to an offer of employment.
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