Service Desk Analyst - 18 Week Contract

Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders

• Closing date : 4th October 2024

Please note Rest does not accept speculative resumes from recruitment agencies

• Job Description
• About Us

Established in 1988, Rest is one of Australia's largest profit-to-member superannuation funds.

We support nearly two million members, with around $75 billion of funds under management and are recognised as a responsible investment leader

• We believe when members understand and engage with their super, they're more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

• About the Job
• Escalate Incidents to relevant support groups to ensure timely resolution.
• Accurately log, classify, triage, and manage the lifecycle of incidents and service requests.
• Articulate IT-related policies, processes, and standards where applicable.
• Monitor the status and progress toward fulfilment of assigned service requests and incidents.
• Ensure the requestor is kept well informed, ensuring expectations are set and met.
• To be familiar with and compliant to all procedures, knowledge articles applicable and published for the service desk.
• Qualifications
• About You

Qualifications :

• Diploma or bachelor's degree in computer science, information technology, or a related field.
• Demonstarted experience in technical support or help desk role.

Required experience, understanding or credentials

• including
• Excellent communication skills with the ability to explain technical issues using non-technical language.
• Excellent customer service skills in a fast-paced corporate / IT environment, with the ability to provide an exceptional user experience.
• Self-motivated and has a positive attitude to handle pressure.
• Highly organised with a strong attention to detail and determined work ethic.
• Knowledge and understanding of ITIL processes including incident, service request, problem, and change management.
• Technical knowledge, understanding and ability to troubleshoot user-facing issues.
• Experience using service desk tools such as ServiceNow for managing incidents, service requests, knowledgebase etc.
• Use agreed IT Operational processes, and ensure they are consistently applied to maintain high quality and efficient IT services are delivered.
• Additional Information
• Benefits

Our benefits have been designed so you can tailor your experience with us and include :

• Personal and professional development opportunities
• Fully working from home role
• Purchase leave scheme and gender neutral 16 weeks paid parental leave
• Super Contribution Continuation for 12 Months of parental leave
• Meeting free breaks (Rest Stops)
• Income Protection Insurance
• Rest Excellence awards (peer recognition awards based on Rest's values and behaviours)
• Rest is committed to creating a flexible work environment and culture that embraces diversity, equity, and inclusion - where people feel welcome, safe to be themselves and inspired to do their best. _
• Please note only people with the right to work in Australia will be considered.
• Funds under management as at 30 June 2023. Rest is recognised as a _Responsible Investment Leader_ by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022._