Senior Help Desk Officer

Help Desk & IT Support (Information & Communication Technology)Full timeAbout usAre you looking for a career with endless opportunities? There's more to us than banking.P&N Group is amongst the largest customer-owned banking organisations in Australia, represented by P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland. Our purpose is to enrich the lives of our customers and their communities.With over $8 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 180,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.As part of our ongoing strategic customer-centric transformation, we're focussed on making it even easier to bank with us for our customers of today and the future.About the roleThe Senior Help Desk Officer is responsible for managing day-to-day interactions with customers, handling first, second and occasionally third level incidents and requests from customers via phone, email, self-service, and walk-ups. Our selected candidate will provide mentorship and guidance for the Service Desk team by championing and monitoring adherence to procedures defined in various published Standard documents. The role consults with key third parties and oversees procurement functions, invoice processing, and administrative duties for the IT Department as well as ensuring asset records are maintained.Working as part of an inclusive and collaborative team your key responsibilities will include:Representing the IT Infrastructure team in our Brisbane Corporate office and across the wider organisation by providing support, guidance and technical assistance to staffMentorship of IT service desk staff; providing guidance and benefit of experience to help with situations that arise throughout the course of a working dayChallenging and enforcing principles, processes and guidelines as set by Manager IT Service Delivery and other leaders in the DepartmentReceiving and processing incident records and requests from internal customers via phone, email or through the ticketing system; obtaining sufficient and accurate information to accelerate resolution and promote efficient troubleshootingHelping users by resolving incidents and requests such as account password resets; user account creation, modification and termination; fulfilling access requests; email and phone systems tasks; support of the office's video conference facilities; hardware deployment and distribution, and assistance with banking systems queriesAttending surrounding BCU branches to provide in-person IT support as neededMonitoring the progress of the team's outstanding incidents and service requests, escalate potential bottlenecks and workload issues to IT Management Team with recommendations where appropriatePreparing monthly service level reports for Help Desk services where directedProviding support through Major/Critical Incident Management activities; unplanned IT Infrastructure events, including communicating of outages; providing oversight of major incident updates to stakeholders and incident escalationUsing expertise and experience by contributing to project tasks across the Transformation and Technology departmentCreating and maintaining process documentation for consumption by the Business through our Knowledge BaseCreating and maintaining process documentation to be followed by IT Service Delivery staffMaintaining IT asset recordsCoordinating the ordering and warranty support of end-user compute and other devices consumed by the user base.What will you bring?Exceptional customer service skills; living our value of putting customers at our core with a polite, courteous and helpful demeanourIncredible listening skills, ensuring our staff feel like they are being heard, understood and empathised withA personality that makes colleagues feel at ease when asking for help with guidance provided in a calm and measured mannerConfident and clear communicator in person, over the phone and in writingDemonstrable experience in dealing with stakeholders over the phone and remotelyFamiliarity with an IT Department's eco-system; how ITSM processes knit together and experience in operating in an ITIL aligned environmentAbility and willingness to continually learn new skills, put them in to practice and follow documented processesAbility to interpret and explain technical information in a non-technical mannerA profound ability to be able to listen carefully and absorb information to put to appropriate useUnderstanding of Windows operating environment and Network structureAdministration and clerical skills especially in relation to purchasing and invoicing and budget complianceExpertise and experience in the use of the MS-Office suite.What we can offer youThere's life at work, and life outside of work – and we understand that.P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.To help you live your best life through work, we offer an extensive range of employee benefits.Work for a national multi-brand, customer-focused organisationEnjoy flexible work arrangementsAn incentive scheme for exceptional performanceBe supported with leadership and professional development12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giverGenerous discounts on home loans, personal loans, insurance and other banking products and servicesUp to two weeks' additional purchased leave per yearTwo days' paid volunteer leave each year to use with a community partner of your choiceAn Employee Assistance ProgramAt P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages and cultures to apply.If you need assistance or require flexibility to be able to fully participate in the application process, please email us at ****** closing date for applications is 28 November.
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