Service Desk Analyst

GROW Inc • FULL_TIME • Melbourne, VIC, AU • 1d ago

Service Desk Analyst

GROW Inc

Melbourne VIC, Australia

Posted on Mar 5, 2025

Company Description

Whether you’re working from home or on your way to the office, chances are you’re probably reading this because you’re seeking a new adventure, or you’re up for a new challenge. GROW Inc might just be that for you!

So, who is GROW Inc?
Founded in 2016, we’re the Australian FinTech success story you probably haven’t heard about. We’re solving big problems in the Superannuation and Managed Funds industry. The administration platforms (the software that tracks everything to do with your super) are built on things you or your parents would recognise from the glory days of 90’s computing.

How are we doing it?
We’re solving this by disrupting the wealth management industry with DLTA, our platform built on Distributed Ledger Technology which improves the financial wellbeing of Australians. We’re making Super more timely and information more accessible whilst enabling wealth management companies to offer more cost effective solutions.

We’re rebels with a cause. We’re authentic, diverse, and embrace our differences as we continue to put a dent in the universe. We know diversity of thought helps us to build better solutions for our customers which is why we encourage the entire GROW team to bring their whole selves to work each and every day.

Job Description

Analysis of 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 identifies solutions and helps to implement these
Effective escalation and management of complex and unresolved incidents
Act to respond to day by day operational needs assisting in avoiding service disruptions and maintaining coherence to (SLA)
Execute required processes to ensure Quality outcomes in Member Servicing
Work effectively with the DevOps teams to ensure a robust process is in place for system monitoring
Be the coordination point when system incidents are incurred, contacting the appropriate on call staff when system monitoring identifies a degradation in service and provides up to date information to impacted stakeholders
Review and assist with the automation of scheduling tools to support fund compliance
Maintenance and reporting of 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. The ability to connect repeated issues and insights to effectively provide recommendations and improvements the wider P&T team to consider in future iterations

Qualifications

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
Experience with tools like Jenkins and Postman

Additional Information

Why you’ll love working at GROW

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!
Community give back days - organised by us!
Learning & Development Budget - up to $500 per year to use on your own development!
Hybrid Work Arrangement - We have a true hybrid arrangement!
Exciting Discounts - Think movie tickets, gift cards & even electronics

Looking for a job can be stressful and we don’t want you agonising over the wording of your cover letter, so don’t include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are. Even if you don’t meet every single requirement, but you feel inspired to join our mission, we encourage you to send in your application. You never know, you could be the perfect person to join our team!

We are a Circle Back Initiative Employer – we commit to respond to every applicant

#LI-HYBRID

See more open positions at GROW Inc