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Senior Service Desk Analyst

ING
Australia
17 days ago: ING

Job Description

Function Category

Information Technology

Description

 

The Opportunity
We currently have an exciting opportunity for a Senior Service Desk Analyst to join ING’s IT Service Centre. Reporting to our Service Centre Team Leader, you will provide outstanding customer experiences to ING’s employees on IT related issues reported by phone, person or email. You will set customer expectations and act as the first point of contact for ING employees who have submitted IT requests. You will take ownership and manage the end to end process of all assigned requests (eg. from initial requests to providing a resolution). By investigating and using your IT and problem solving skills, you will ensure that all reported incidents and requests are solved or escalated to appropriate Team Leaders and Business units.


As a senior service desk analyst, you will also have the opportunity to mentor and train service desk analysts and desktop engineers within the team. There will also be opportunities for you to support tech project teams in testing and training of the user base on business applications. 

 
Responsibilities

  • Provide face to face, telephone and email based technical support for employees of ING to restore computer/ technical functionality
  • Respond to Service Centre incoming telephone calls assigned to the queue based on priority and meet agreed SLAs or escalate requests to relevant Tech Teams
  • Provide application support for all Microsoft Office and Windows and Mac OS operating systems, as well as a number of In house Finance application
  • Complete approved service requests for smartphones, peripherals and user management
  • Analyse trends in reported incidents and notify Business Support of emerging trends
About You
  • Degree in computer science, computer engineering or related discipline . ITIL certification will be highly regarded
  • 2+ years’ experience in an IT support service centre, ideally within the financial services industry
  • Strong customer service and communication skills 
  • Competent network and hardware troubleshooting skills for desktop, laptop, tablet, iPad, iPhones, audio visual equipment, printers, video / telephone conferencing, monitors, docking stations 
  • Competent Microsoft Office, Sharepoint, Active Directory and System Centre Config Manager (SCCM) knowledge
  • Ability to identify and recommend improvements in internal Tech processes
  • High level of Risk awareness and due diligence 
About Us
At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.
We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.
People of all ages, sexual orientations, cultures and backgrounds are welcome to apply – likewise if you’re an indigenous Australian, or you’re living with a disability, or you have family or caring responsibilities.
Sound like the kind of place you’d feel at home? We’d love to hear from you.
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)


Function Category Information Technology Description   The Opportunity We currently have an exciting opportunity for a Senior Service Desk Analyst to join ING’s IT Service Centre. Reporting to our Service Centre Team Leader, you will provide outstanding customer experiences to ING’s employees on IT related issues reported by phone, person or email. You will set customer expectations and act as the first point of contact for ING employees who have submitted IT requests. You will take ownership and manage the end to end process of all assigned requests (eg. from initial requests to providing a resolution). By investigating and using your...