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SalaryService Desk Analyst | In-house Technology Team | London.
- We make a difference, delivering outcomes for our millions of members.
- Take on a brand-new seat within our expanding Technology department in London. Support the Fund’s growth and work with a range of teams across the office.
AustralianSuper is the largest pension fund in Australia – in the top 20 largest pension funds globally and in the top 50 asset owners globally.
With more than £160bn in assets under management, and a world-class investment team, AustralianSuper has the appetite and capability to directly invest in large-scale opportunities.
At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and ultimately to deliver better outcomes for members.
Your new role:
The Service Desk provides a friendly and efficient single point of contact for all AustralianSuper internal colleagues. Our Analysts act as the central point of contact between colleagues, technical services, and external vendors. The main aim is to provide high quality first line of service and support for customers, by managing Incidents and Requests from start to completion.
Working with a team covering a range of technology responsibilities, you will join another Service Desk Specialist to share responsibilities as the office grows further. You will take on queries and incident as they arise across the office daily. This will include duties across:
- Customer Service & Engagement
- Providing first-level contact for users via phone, email, intranet portal and Tech Bar (face-to-face)
- Incident Management
- Escalating more complex technology issues to the team
- Consult with managers, teams, and third parties to maximize good outcomes!
- Service Request Fulfilment
- Leading the ITIL service, providing support and set-up process for new and existing staff
- Fulfilling service requests and queries daily
- Recording Keeping, Knowledgebase & Configuration Management
- Projects, Operations, and other duties
Ultimately be a go-to expert for the Service Desk while building up knowledge to support Technology in other areas of investments applications, cloud, operations, and projects.
This role is based on-site at London King’s Cross Estate, one of the core assets of the Fund’s global portfolio, with a hybrid work schedule. Due to the nature of the role, you would be required to attend the office 3-4 days a week.
What you’ll need
Culture is key at AustralianSuper, and we are looking for someone who is a team player that enjoys working in a high performing collaborative team, in addition to:
- Good interest in Technology services and a desire to learn more within the space.
- Significant experience in Helpdesk IT, ITIL Foundation, with excellent customer service and engagement skills
- Technical knowledge, understanding and ability to troubleshoot user-facing aspects of
- Windows desktop environment and Microsoft Office
- Microsoft Active Directory
- Microsoft Exchange
- Microsoft Lync Teams
- Citrix
- IP telephony and video conferencing
- Basic networking and IT security
- Mobile device management
- Wide range of business applications
- Exposure to building equipment for internal use, i.e., laptops, phones, updating access for staff.
- Relevant experience and/or qualifications in technology Excellent communication skills
Life at AustralianSuper
Our London and New York offices are made up of over 150 talented colleagues and is expected to grow four-fold over the next three years meaning when you join you become a key part of building our culture.
As we collaborate with colleagues across multiple time zones flexibility in work hours are both a requirement and opportunity for this role.
We offer great benefits including generous leave type, leading pension contributions, health insurance and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.
We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What’s next: Apply now, if you share our values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results .
Progress, powered by purpose.
