ING
Service Desk Analyst
Empowering people to stay a step ahead in life and in business.
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why ING
ING is a pioneer in digital banking and on the forefront being one of the most innovative banks in the world. As ING we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or to tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realize their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
About the role
Our Service Centre team is growing and is seeking an analytical and customer focused Service Desk Analyst to join our Tech Operations division. Here you’ll be responsible for ensuring application support for all Microsoft Office, customised off the shelf solutions, bespoke in-house applications as well as a number of other industry standard office applications.
You’ll also have the responsibility of application software updates, system recovery and troubleshooting, escalation of application errors with setting of customer expectations and consistently meeting them through regular communication.
With various career pathways, exposure to new systems, and a fantastic working environment; this is the perfect next step in your career!
What are you going to do? You’ll be…
- Providing outstanding customer experience to the internal customers on technical issues reported to the Service Centre by phone, in-person, e-mail and self-service systems
- Monitoring Service Desk tickets assigned and process based on priority and agreed SLA’s and taking incoming calls and raising of appropriately categorized tickets for relevant teams
- Taking ownership reported incidents through to resolution, making use of the one and done policy
- Escalating of high risk incidents as appropriate via the Application Support team
- Supporting IT project team members in support of staff on business applications
- Providing application support for all Microsoft Office, COTS, bespoke in-house applications as well as a number of other industry standard office applications
- Analyzing trends in reported errors and notification of Application Support to emerging trends in incidents
- Providing VIP 24/7 On-Call Support on a rotating roster basis
- Complying with all ING policies and procedures
What are we looking for? Someone who has…
- Demonstrated experience with Windows 10/11 and Apple OSX administration
- Mobile Device Management platform administration experience
- Experience with Microsoft 0365
- Sound knowledge of ITIL or similar framework in incident and problem management
- Experience with troubleshooting of application errors, usage of testing tools, and reporting software; ideally within financial services
- A degree in computing or project management courses/ ITIL certification
- A service and customer-focused approach to incident resolution and communication
- Exceptional in oral and written communication;
- Strong problem solving and analytical skills – with an ability to think laterally
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Working on our Customer Support team, you’ll be part of a dynamic and high-profile Specialised Care Team who help our Customer Care Specialists (CCS) by taking calls relating to escalated validation enquiries, scams and assisting customers experiencing vulnerability.
Here’s what our team have to say about us… "I enjoy the variety of the calls and tasks we currently handle – no two days are the same and the type of situations we deal with are so varied and interesting."
"We are a close-knit team who work together, not only for our customers, but also for our colleagues. We are always there for one another.”
"It’s really great to work for a global company with the friendliest workplace culture that I’ve experienced."