Service Desk Analyst

Whyyoulllove working at HBF

• Fully subsidised Gold Hospital Insurancefor you and your family after 3 months

• Flexible working and work from home options

• 3additionalwellbeing days each year (on top of our standard 20 days annual and 10 days personal leave)

• 2 volunteering days per year

• 18 weeks parental leave

• Onsite Barista with subsidised coffee

• Access to corporate discounts across a range of gyms retailrestaurantsand hotels

Technology plays a critical role in helping HBF deliver exceptional experiences for our members and it all starts with providing great support to our people.

As aService Desk Analystyoullbe the first point of contact for IT support across HBF helping our employees stay connectedproductiveand supported every day. From troubleshooting technical issues to resolving incidents and service requestsyoullplayan important rolein keeping our technology running smoothly while delivering outstanding customer experience.

Working as part of a collaborative and high-performing Service Desk teamyoullcombine your technicalexpertisewith a customer-first mindset to resolve issues quickly continuously improve our support services and contribute to a positive technology experience acrossHBF.

Your day to day

• Provide first-level technical support for incidents and service requests across HBF

• Troubleshoot hardware software mobiledeviceand user access issues to minimise business disruption

• Manageprioritiseand resolve tickets within agreed service levels usingServiceNow

• Deliver exceptional customer service through phone online and face-to-face support including our Ask IT desk

• Support major incidents planned changes and business communications to keep employees informed

• Create andmaintainknowledge articles and technical documentation that improve service delivery

• Work closely with internal technology teams and vendors to resolve more complex issues.

• Identifyopportunities to improve processes knowledgemanagementand the overall service experience

About you

Youresomeone who genuinely enjoys helping people and solving technical problems. You thrive in afast-pacedenvironment communicate confidently at alllevelsand take pride in delivering excellent customer service.

Youllalso bring:

• Previousexperience working with ServiceNow in an IT Service Desk or IT Support environment

• Experience supporting Windows 10/11 Microsoft 365 ActiveDirectoryand mobile devices

• Strong troubleshooting and problem-solving skills with the ability to manage competing priorities

• Excellent written and verbal communication skills with a customerfocused approach

• Experience working within ITIL service management processes and meeting service level agreements

• A collaborative mindset and a passion for continuous learning and improving the customer experience

Next Steps
To apply complete yourapplicationattaching yourCVthatoutlinesyour skills and experience in relation to this role.

At HBF we believe in the unique potential of every individual.Werecommitted to building an inclusive workplace where diverse perspectives are valued and celebrated because they make us stronger.

We encourage applications from all backgrounds including Aboriginal and Torres Strait Islander peoples people with disabilities and members of the LGBTQIA community.

We want you to Be You Be Bold and feel supported every step of the way. If you need any adjustments during the recruitment process please contact us atso we can work together to accommodate your needs.

Discover howweremaking a difference explore our Community Initiatives at:Community Initiatives HBF Health Insurance