Australia onlyHUB24 Group (ASX:HUB) leads the wealth industry as the best provider of integrated platform, technology and data solutions, and we’re not done yet. At HUB24, we believe in the value of advice and by collaborating with the industry and leveraging our technology and data expertise, we’re helping to solve key challenges to enable the delivery of accessible financial advice and empower better financial futures for more Australians.
Our solutions include Australia’s best platform HUB24, leading SMSF software Class, and myprosperity’s innovative client portal technology.
HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)
The Service Delivery department provides timely and expert technical services to support the products and services of the HUB24 Group and external clients. These include managed services and hosting, infrastructure support, application support, and end user support.
The purpose of this role is to provide level 1 & 2 support of day-to-day technical and functional assistance to HUB24 end-users. The individual in this position will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. This role plays a key part in providing technical and business functional support to HUB24 end-users and their associated equipment and applications.
What you'll do:
- Triage/Log all Incident & Service requests, assigning tickets to wider teams and escalating where necessary
- Assist in answering phone calls where users will be calling our support line for assistance.
- Escalate for resolution all incidents and service requests (that cannot be resolved at the service desk) to the appropriate support team.
- Provide advice and support to customers and other Service Delivery staff in response to customer incidents and inquiries.
- Onboard new users and offboarding departing users within the company, using tools such as Active Directory and PowerShell scripts.
- Troubleshoot basic hardware/software issues either on-site or remotely
- Encourage, maintain and develop a professional business relationship with customers by providing a prompt, efficient and professional service at all times.
- Maintain and update documentation relating to work flow and processes and ensuring this is communicated to the wider teams if necessary
- Assist in projects to improve help-desk support capability and efficiency.
- Provide support to internal staff and external clients of HUB24 with our broker platform
What you'll need:
- The position requires tertiary qualifications and 1+ years relevant work experience.
- Proven ability to effectively prioritise and execute tasks in a high-pressure environment.
- Excellent organisational/multitasking skills and the capacity to balance competing priorities and meet deadlines
- Driving passion for promoting ‘best practice’ and continuously seeking, analysing, identifying, advocating and implementing opportunities for enhanced quality outcomes.
- Exceptional customer focus and service ethic.
- Solid working knowledge of current IT technologies, across a wide variety of technical disciplines (not essential)
- Active Directory, PowerShell scripts to take care of access requests
- M365 Suite
- Manage Engine: Service Desk Plus and Zendesk (External Clients) for our ticketing system
- Mimecast (Email Security)
- Our Service Desk is open 8am-6pm Monday to Friday.
- 7:30am-4pm (This is mainly to assist our external clients)
- 8:30am-5pm
- 9:30am-6pm It is a hybrid role with 3 days in the office (Sydney CBD) and 2 days working remotely.
Tools used in Service Desk:
We mainly work in 3 rostered shifts being:
Benefits and Perks:
Employee Share Scheme: Receive tax free shares on an annual basis (permanent employees only).Unlimited Access to internal and external learning: Learn, grow, and develop with us. Added purchase and bonus leave: Purchase 2 extra weeks of additional leave per year on top of your standard 4 weeks, plus an extra 5 days if you use your 20 days of leave within 12 months. Volunteer Day: 1 day Volunteer Day to use on your charity of choice.Enhanced Parental Leave: We offer 12 weeks of paid parental leave in addition to statutory government leave.Flexible Working: We offer hybrid working arrangements.HUBlife: Enjoy a huge range of discounts including health, wellness and financial with our corporate partner. Employee Assistance Program: Well-being Service provided to you plus your family members.
We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. If you don't feel you fit this role 100%, we would still love to hear from you! Tell us what you're interested in - you still might have a skill we didn't realise we needed! *As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.
2024 Circle Back Initiative Employer – we commit to respond to every applicant.Endorsed by WORK180, we are proud to be recognised as an employer of choice for women.We have been nominated and placed on the BOSS Best Places to work list.
