Service Desk Agent

About the Team:

End User Experience (EUX) build, run and monitor some of the Group’s largest platforms and systems. The role we play and the work we do empowers our people to achieve more, and provides our customers with better outcomes.  Joining EUX means you’ll be working with a group of people dedicated to delivering the best workplace technology experience for all teams across the Group. We’re focused on providing the latest tools, technology, and resources to enhance the way our teams work together.

Do work that matters

We are seeking a experienced customer service representative to join our IT Service Desk team. As a Service Desk Agent, you will be responsible for providing technical support to our colleagues via phone, email, and other communication channels. You will work closely with other members of the IT Service Desk team to troubleshoot technical issues and provide excellent customer service to our CBA colleagues.

To be successful in this role, some of the broad roles and responsibilities may include:

• Provide technical support to CBA colleagues via phone, email, and other communication channels

• Log, track, and resolve technical issues in a timely manner

• Escalate complex issues to appropriate technical teams

• Provide excellent customer service to colleagues

• Participate in the maintenance and improvement of the IT Service Desk knowledge base

• Communicate with colleagues to provide updates on issue resolution status

We’re interested in hearing from people who possess the following:

• Proven experience in a Service Desk or IT support leadership role.

• Strong technical troubleshooting skills with the ability to support team members in resolving issues.

• Familiarity with ITIL principles and service management best practices (preferred).

Working with us

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace with flexible work locations. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.

We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in.