Helpdesk Support Analyst, Technology | London | AustralianSuper

London, United Kingdom
12 May 2022
11 Jun 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Helpdesk Support Analyst | London | AustralianSuper

  • Join a growing international Technology Department
  • Supporting all our London teams
  • Work across support, service, and change

AustralianSuper is a leading and fast-growing global investor with operations in Australia, Asia, the United Kingdom and United States. We are the largest superannuation (pension) fund in Australia, and one of the 25 largest pension funds globally, currently with £160bn in AUM. We are a profit-to-member fund with a "Members First" ethos and culture.

Due to our continuing significant growth, we are now seeking to add to our Technology Team in London, assisting all employees across support and service. Working as part of a one-team concept, you will grow and gradually take on full responsibility for the Helpdesk function here, as well as other technology management across the team within cloud, investments, projects and operations.

Your new team:

Reporting to a Senior Manager with significant experience in the IT space across banking and investments institutions, you will join a team of 4, that work across all levels of technology support in the office.

We have created a great environment and culture to work in, that can be seen daily, especially as we adapt to a hybrid model of working.

Our office is expanding across all teams, with currently over 50 people already in our Kings Cross London. These teams include; Investments (Capital Markets, FICC, Infrastructure, Private Credit, & Property), Legal & Tax, People & Culture, Finance & Operations, and Technology & Risk, and you'll work with all new and long-standing employees, to assist with all service user needs.

Your new role:

The Service Desk in London provides a friendly and efficient single point of contact for all staff, where you will be the first line of support, resolving incidents and service requests.

This position is responsible for delivering this high-quality support to all teams, from onboarding and building equipment for new starters, helping with day-to-day queries, and assisting other team members on on-going projects.

Key duties include:
  • Leading the ITIL service, providing support and set-up process for new and existing staff
  • Fulfilling service requests and queries daily
  • Escalating more complex technology issues to the team
  • Consult with managers, teams, and third parties to maximise good outcomes
  • Identify any problems in the process and over time take responsibility for reporting and organising locally
  • Become the SME for Help and Service Desk UK, while building up knowledge to support Technology in other areas of investments applications, cloud, operations, and projects

You will need:
  • Good interest in Technology services and a desire to learn more with the IT space
  • Previous experience in Helpdesk IT, ITIL Foundation, with excellent customer service and engagement skills
  • Experience with Cherwell Remedy is a plus, but not essential
  • Exposure to building equipment for internal use, i.e., laptops, phones, updating access for staff
  • Familiarity with Microsoft and Windows programs
  • Relevant experience and/or qualifications in technology
  • Experience in a commercial setting, working internally or externally with businesses is highly desirable.

What you will get in return:

Our Technology Services group has a strategic remit to uplift, govern and run the Fund's technology capability. It is a highly respected team, with a leadership group who advocate for their people, are open and approachable, committed to providing excellent results, and who share their knowledge. This is your opportunity to join us as we grow and modernise technology services to support Australia's leading Superannuation Fund and more than 2.6 million Members.

We welcome applications from more junior candidates with a passion to learn and grow as we build and grow, as well as those returning to the workforce.

What next:

If you would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results, please apply now!

Agencies please note: this vacancy is being managed directly by AustralianSuper's Recruitment team. We will contact our preferred agency partners should we require additional support. Thank you.

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