Service Desk | Helpdesk Support Analyst | New York

• We make a difference, delivering outcomes for our millions of members.

• Support our growing office, providing first-line technology assistance.

• Based on-site in our Manhattan office, 3-4 days a week.

AustralianSuper is the largest superannuation fund in Australia – in the top 20 largest funds globally and top 50 asset owner globally.

With more than US $220 billion in current assets under management, and a world-class investment team, AustralianSuper has the appetite and capability to directly invest in large-scale opportunities.

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined, that’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and ultimately to deliver better outcomes for members.

Your new role

Our global Service Desk team provide a friendly and efficient single point of contact for all AustralianSuper Colleagues. The purpose of this position is to act as the central point of contact for all technology issues and requests for our New York office, assisting colleagues to solve technical problems and ensuring requests for service are turned around quickly.

Providing a high-level service in a growing office within an expanding technology team, the main aim is to provide high quality first line of service and support for team members, by managing Incidents and Requests from start to completion.

• Be the SME for Service Desk in New York, while building up knowledge to support Technology in other areas such as investments applications, cloud, operations, and projects
• Provide level 1 and level 2 technology support, including troubleshooting issues, actioning requests and assisting colleagues face to face and remote
• Provide support and manage the technology onboarding process for new and existing staff
• Fulfilling service requests, queries and technology incidents daily
• Escalate more complex technology issues to next-level support teams where needed
Provide operational support across areas of Technology support, with the potential for occasional after hours support via rostered on-call.

What you’ll need

Culture is key at AustralianSuper, and we are looking for someone who is comfortable working independently as this will be a standalone role, but who is also a team player that enjoys working in, and learning from colleagues as part of a wider, global, high performing collaborative team.

The successful applicant will be skilled Service Desk/IT Helpdesk Analyst, who is passionate about technology and problem-solving.

More than a set of skills, we are looking for someone who is curious, collaborative, great at communicating, and is always willing to learn.

This role is based on-site in our Manhattan office, with a hybrid work schedule.

• Strong interest in Technology services and a desire to learn more within the IT space.
• Previous experience in Helpdesk IT, ITIL v4 Foundation, with excellent customer service, communication, and engagement skills
• Experience building equipment for internal use (i.e., laptops, phones, updating access for staff etc.)
• Excellent Microsoft and Windows experience
• Relevant experience and/or qualifications in technology
Comfortable with working across time zones and supporting our follow the sun model, including flexibility to accommodate on call schedule.

Pay transparency notice:

The hourly salary range for this position is $46 per hour to $53 per hour. Our standard work hours are 35 hours per week (this is based on full-time hours, located in New York City). The base pay offered may vary depending on job related knowledge, skills, and experience and refers to the amount AustralianSuper is willing to pay at the time of posting.

Life at AustralianSuper

Our New York office is made up of over 50 colleagues and is expected to grow three-fold over the next three years, so when you join you become a key part of building our culture.

As we collaborate with colleagues across multiple time zones flexibility in work hours are both a requirement and opportunity for this role.

We offer great benefits, including generous 401(K) matching, health insurance and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What’s next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Progress, powered by purpose

All employees and applicants are evaluated on the basis of their qualifications, consistent with applicable state and federal laws, without regard to race, color, ancestry, sex which includes pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender identity and/or expression, age, religious belief, national origin, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or other protected basis, all as defined by applicable laws. We are committed to providing equal employment opportunities for all.