Service Desk Analyst

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.

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