Service Desk Analyst

Summary

Join GROW Inc., a FinTech company revolutionizing the Australian wealth management industry, as a Service Desk Analyst. You will define and address stakeholder issues, analyze customer problems, and provide first-line support. Responsibilities include incident management, process improvement, and collaboration with DevOps teams. The ideal candidate possesses prior service desk experience, strong communication and analytical skills, and familiarity with Jira and financial services. GROW Inc. offers a flexible, remote work environment, along with unique benefits like ME Days, birthday leave, a learning and development budget, health insurance, and government contributions.

Requirements

• Prior experience as a Service Desk Analyst, or similar role
• Strong communication skills, able to collaborate and communicate effectively with customers and stakeholders
• Excellent analytical and problem-solving skills
• Experience with Jira service desk
• Prior Financial Services industry experience

Responsibilities

• Define and ensure stakeholder issues are addressed
• Analyze the Customer / Stakeholders problems and requirements
• Provide first line investigation and diagnosis and promptly prioritises and allocates unresolved issues as appropriate
• Interpret user problems and identify solutions and help to implement these
• Effectively escalate and manage complex and unresolved incidents
• Act to respond to day to day operational needs assisting in avoiding service disruptions and maintaining coherence to (SLA)
• Execute required processes to ensure Quality outcomes in Member Servicing
• Manage and report on Incidents
• Work effectively with the DevOps teams to ensure a robust process is in place for system monitoring
• Serve as the coordination point when system incidents are incurred, contacting the appropriate on call staff when system monitoring identifies a degradation in service and provide up to date information to impacted stakeholders
• Review and assist with the automation of scheduling tools to support fund compliance
• Improve Processes
• Maintain and report on adherence to SLAS for P&T’s Service Desk Catalogue
• Contribute to creation and maintenance of support documentation
• Use data to review existing processes to understand: Bottlenecks, inefficiencies and where improvements can be made. Connect repeated issues and insights to effectively provide recommendations and improvements the wider P&T team to consider in future iterations
• Proactively own development as a specialist
• Role model a commitment to continually evolving our risk culture as a differentiator for our people and clients

Preferred Qualifications

Experience with tools like Jenkins and Postman

Benefits

• ME Days - Take an additional 3 days of leave off per year for wellness!
• Birthday Leave - Take an extra day off per year on your birthday!
• Learning & Development Budget - up to $200 AUD per year to use on your own development!
• Remote Work Arrangement - we have a flexible, remote working environment!
• Health Insurance - For you and 2 dependents!
• Government Contributions paid on top of salary