Service Desk Analyst - 6 Month Fixed Term Contract

• Join Leading Fund Provider 
• 6 Month Fixed Term Contract 
• Great Opportunity to Provide Advanced Technical Support 
• Sydney Located 
• Hybrid Working - Blend of Sydney CBD Office & Remote

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

We support more than two million members, with around $100 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.

Primary Role Focus

The Service Desk Analyst (6 Month Fixed Term Contract) provides advanced remote technical support, serving as a vital link between Level 1 and Level 2 support. This role is responsible for resolving technical issues that are more complex than those typically handled by a Service Desk Analyst, such as advanced software, hardware, and connectivity problems. Additionally, the role supports escalations that do not require onsite presence, ensuring that remote employees receive effective solutions and that service standards are maintained across the team.

Key Accountabilities/Responsibilities

• Deliver Tier 1.5 technical support to employees via phone, email, and chat, resolving issues beyond standard Level 1 scope.
  • Provide advanced remote support for complex technical queries, ensuring efficient and professional resolution.
• Troubleshoot and resolve moderately complex hardware, software, and connectivity issues remotely.
  • Diagnose and fix device, software, and network problems using remote tools, minimising user downtime.
• Assist with remote configuration and validation of IT equipment for new employee onboarding.
  • Remotely set up and check devices for new starters, ensuring correct configuration and access.
• Support and maintain remote AV systems and meeting room technologies (where feasible).
  • Troubleshoot virtual meeting and AV issues for remote users; escalate onsite problems as needed.
• Contribute to knowledge base articles and documentation for recurring issues and solutions.
  • Document solutions and update guides to improve team efficiency and user self-service.
• Monitor incident and request queues, ensuring timely resolution and escalation as needed.
  • Review and prioritise requests, escalating urgent or unresolved issues appropriately.
• Collaborate with Onsite Support Engineers and other IT teams to resolve complex issues.
  • Work with other IT teams to resolve multi-faceted problems and share information.
• Maintain high standards of customer service and communication, ensuring user satisfaction.
  • Communicate clearly with users, keep them informed, and seek feedback for service improvement.
• Identify trends in support requests and recommend proactive solutions.
  • Analyse support data to spot recurring issues and suggest process or system improvements.

• Relevant tertiary or technical qualifications.
• ITIL V3 or V4 Foundations (preferred, not mandatory but highly beneficial).

Required experience, understanding or credentials including:

• Superior communication skills with a proven ability to convey complex technical information in clear, non-technical language.
• Demonstrated excellence in customer service within fast-paced corporate and IT settings, consistently delivering an outstanding user experience.
• Strong capability to operate both independently and collaboratively, utilizing effective problem-solving skills to address challenges.
• Self-motivated with a positive demeanour, maintaining high performance under pressure.
• Highly organized with meticulous attention to detail and a dedicated work ethic.
• Solid understanding of ITIL frameworks, including incident, service request, problem, and change management processes.
• Proficient in troubleshooting user-facing technical issues with sound technical knowledge and understanding.

Benefits

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

• Personal and professional development opportunities 
• Flexible, hybrid working – work to suit your lifestyle (must be based in Australia) 
• 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) 

If you share our values, believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture, please click Apply Now.

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. We value the different backgrounds, lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages, cultural backgrounds, faiths, gender identities, sexual orientations and thinking styles. This includes people with disability, neurodiverse individuals, Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks.

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.

Rest will review applications prior to the closing date and may close the role earlier