Service Desk Analyst

Permanent, Full-Time position

Be the first point of contact supporting colleagues across a modern technology environment

Flexible approach to work, with a culture that will advance your career

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 deliver better outcomes for members. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for members.

Your New Role

We have a permanent opportunity for an experienced Service Desk Analyst to join our Sydney team.

The Service Desk provides a friendly and efficient single point of contact for all AustralianSuper internal colleagues. The purpose of the role is to provide high quality first line of service and support for customers, by managing Incidents and Requests from start to completion.

Key responsibilities (but not limited to):

Customer Service and Engagement

• Provide first-level contact for users via phone, email, Tech portal and Tech Bar(face-to-face)
• Accurately record all interactions.
• Primary responsibility for interacting with customers, keeping them up to date with status and progress.
• Articulate IT-related policies, processes, and standards,
• Act as the central point of contact, communication, and coordination for all IT services,
• Provide excellent customer service.

Incident Management

• Accurately log, classify, triage, and manage the lifecycle of all Incidents that affect IT services provided to customers.
• Classify and prioritise Incidents.
• Analyse Incidents to identify service restoration actions to be taken.
• Diagnose, investigate, and resolve Incidents relating to in-scope IT services as quickly as possible.
• Escalate Incidents to in-house specialist support or external vendors, according to documented criteria.
• Detect and log possible Problems.
• Monitor the status and progress toward resolution of assigned Incidents, liaising between customers, other areas of Technology Services and external vendors.

Service Request Fulfilment

• Accurately log, classify, triage, and manage the lifecycle of all Service Requests that affect IT services provided to customers.
• Fulfil Service Requests based on documented procedures.
• Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendors.

Automation & AI Awareness

• Identify repeatable tasks, decision points, and customer friction that are suitable for automation or self‑service.
• Contribute improvement ideas through the approved Continuous Improvement front door and enhancement process.
• Work alongside virtual agents and automation workflows as part of standard service delivery, escalating issues or gaps as required.

Record Keeping, Knowledgebase and Configuration Management

• Update and maintain accurate records in the service desk software.
• Update the configuration database (CMDB) as an integral and ongoing part of dealing with Incidents and Service Requests.
• Update and refine documented processes and procedures as part of ongoing continuous improvement.
• Accurately document Incident and Service Request resolutions and add to the Knowledgebase.

What You’ll Need

• Experience working in a Service Desk, IT Support, or Customer facing support role
• Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management
• Technical knowledge, understanding and ability to troubleshoot user-facing aspects of:
  • Windows desktop environment and Microsoft Office 365
  • Microsoft Active Directory
  • Azure AD
  • Microsoft Exchange
  • Microsoft Teams and SharePoint
  • W365
  • IP telephony and video conferencing
  • Basic networking and IT security
  • Mobile device management
  • Wide range of business applications
• Ability to engage with both non-technical and technical users; ability to clearly explain and articulate
• Excellent clear and concise written communication skills.
• Strong problem-solving and analytical skills.
• Dedication to excellent customer service

• Provide first-level contact for users via phone, email, Tech portal and Tech Bar(face-to-face)
• Accurately record all interactions.
• Primary responsibility for interacting with customers, keeping them up to date with status and progress.
• Articulate IT-related policies, processes, and standards,
• Act as the central point of contact, communication, and coordination for all IT services,
• Provide excellent customer service.
• Accurately log, classify, triage, and manage the lifecycle of all Incidents that affect IT services provided to customers.
• Classify and prioritise Incidents.
• Analyse Incidents to identify service restoration actions to be taken.
• Diagnose, investigate, and resolve Incidents relating to in-scope IT services as quickly as possible.
• Escalate Incidents to in-house specialist support or external vendors, according to documented criteria.
• Detect and log possible Problems.
• Monitor the status and progress toward resolution of assigned Incidents, liaising between customers, other areas of Technology Services and external vendors.
• Accurately log, classify, triage, and manage the lifecycle of all Service Requests that affect IT services provided to customers.
• Fulfil Service Requests based on documented procedures.
• Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendors.
• Identify repeatable tasks, decision points, and customer friction that are suitable for automation or self‑service.
• Contribute improvement ideas through the approved Continuous Improvement front door and enhancement process.
• Work alongside virtual agents and automation workflows as part of standard service delivery, escalating issues or gaps as required.
• Update and maintain accurate records in the service desk software.
• Update the configuration database (CMDB) as an integral and ongoing part of dealing with Incidents and Service Requests.
• Update and refine documented processes and procedures as part of ongoing continuous improvement.
• Accurately document Incident and Service Request resolutions and add to the Knowledgebase.

• Windows desktop environment and Microsoft Office 365
• Microsoft Active Directory
• Azure AD
• Microsoft Exchange
• Microsoft Teams and SharePoint
• W365
• IP telephony and video conferencing
• Basic networking and IT security
• Mobile device management
• Wide range of business applications
• Ability to engage with both non-technical and technical users; ability to clearly explain and articulate
• Excellent clear and concise written communication skills.
• Strong problem-solving and analytical skills.
• Dedication to excellent customer service

• Experience working in a Service Desk, IT Support, or Customer facing support role
• Knowledge and understanding of ITIL processes including Incident, Service Request, Problem and Change Management