About the Role
Global Technology Service Desk is a customer focused and fast paced first level Service Desk providing Technical support and applying Break Fix within a specific time. Support is provided in the areas of password resets, network administration and technical diagnosis and restoration of service for PC/LAN users. Good customer service ethics is part of this job, putting customers first and delivering operations service that continuously exceeds the customer's expectations. The individual has to deliver positive customer experience within agreed timeframes i.e. Service Level Agreements (SLAs).
The End User Service Desk Analyst will support all ANZ employees & sub-contractor (as applicable) when and where they require it as a first point of contact and reach out to the second level support team for resolution to provide excellent service experience.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
What will your day look like?
As a Service Desk Analyst, you will also be responsible for the following:
- Answer end-user call/email/chat or self-service inquiry/issues.
- Respond to customers and ensures customer needs are met by liaising with other second level teams with end-to-end ownership of incident resolution
- Provide accurate and up to date information on all enquiries and record the same
- Provide real-time floor support to front-line analyst
- Triage with the resolver team to work on problem fix
- Provide training to New-Hires and conduct refresher training assisting Process Leads/Journey Experts
- Help generate various reports based on Business requirements
- Performing basic Troubleshooting on:
- Wide range of desktop hardware and software (Windows 10, Windows 11, and MAC)
- VDI and Citrix applications
- Microsoft Office Suite including 2016 and MS Office 365
- Microsoft Exchange, Microsoft 365, other emailing apps
- Printers, scanner, and various other peripherals
- Mobile devices iPhone, iPad, Android
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
- Proven experience as a helpdesk technician preferably in a global support function
- \Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills with strong customer orientation
- Ability to work under pressure and shifts
