Support Analyst IT Service Desk

Who we are.

End User Experience (EUX) build, run and monitor some of the Group’s largest platforms and systems. The role we play and the work we do empowers our people to achieve more and provides our customers with better outcomes. Joining EUX means you’ll be working with a group of people dedicated to delivering the best workplace technology experience for all teams across the Group. We’re focused on providing the latest tools, technology, and resources to enhance the way our teams work together.

Why we need you.

As someone who never shies away from a challenge, let us present ours to you. We’re working to re-architect and modernise our operating landscape, enabling our colleagues to provide seamless solutions to millions of people. We have a relentless focus on innovation and keeping the bank operational & secure. And we want your help.

Do work those matters:

We are seeking an experienced Support Analyst to join our Global IT Service Desk team. As a Service Desk Support Analyst, you will be responsible for providing technical support to our colleagues via phone, email, and other communication channels. You will work closely with other members of the IT Service Desk team to troubleshoot technical issues and provide excellent customer service to our CBA colleagues.
• Provide technical support to CBA colleagues via phone, email, and other communication channels.
• Log, track, and resolve technical issues in a timely manner.
• Timely escalation to Major incident Management where appropriate
• Escalate complex issues to appropriate technical teams.
• Provide excellent customer service to colleagues.
• Participate in the maintenance and improvement of the IT Service Desk knowledge base.
• Communicate with colleagues to provide updates on issue resolution status.

We’re interested in hearing from people who possess the following:
• Excellent customer service, verbal and written communication skills
• Strong problem-solving skills
• 3+ years of experience working in a Global Service Desk role.
• Knowledge of Windows operating systems, Microsoft Office, and basic networking concepts
• Service Now experience is preferred, other Industry standard certifications are a plus.

Working with us:

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.

Here, you’ll thrive. You’ll be supported when faced with challenges and empowered to tackle new opportunities. You’ll be empowered to do your best work and contribute to the future success of the Group. We really love working here, and we think you will too.

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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Advertising End Date: 30/08/2023