Our client is a market leader in the investment and finacnail services industry. They are currently seeking a Service Desk Analyst to join their technology team to play a vital role in ensuring operational efficiency across all offices, with a strong focus on user experience, system reliability, and innovation. This role offers a unique opportunity to work both on the trade floor providing critical desk-side support, as well as delivering remote support to our offices in five capital cities.

As the first point of contact for IT issues and service requests, you will play a key role in maintaining the smooth operation of end-user environments and business applications. You'll join a collaborative national team of five, supporting around 400 users across the country in a dynamic and fast-paced environment.

Your Key Responsibilities Are:

• Act as the primary contact for IT incidents and service requests via phone, email, remote tools, and in-person
• Analyse, diagnose, and resolve a wide range of technical issues - delivering first-time-fix solutions where possible
• Provide Level 1 and Level 2 support across hardware, software, operating systems, networking, and mobile devices
• Support and maintain IT equipment, including PCs, laptops, smartphones, printers, and desk phones
• Deliver excellent customer service and timely communication to users and stakeholders
• Create user guides and documentation to assist users in navigating systems
• Manage tickets with external service providers (e.g., printer vendors)
• Escalate complex issues while retaining ownership until resolution
• Involved in Roating Roster for early/late starts

To be successful, you need need:

• Experience working in a fast-paced environment
• Experience with Investment/Trading application (IRESS, Bloomberg, Factset, etc.) - Mandatory
• Strong understanding of Microsoft Office 365, especially Outlook and Excel
• Experience supporting AV tools like Zoom, Teams, and Webex
• Familiarity with Active Directory / Entra ID for identity management
• ITIL Foundation certification (desirable)

If this role aligns with your skills/experience and you are looking for your next role, apply now. For further information, please feel free to reach out to Peter via email ([email protected])