Commonwealth Bank
Analyst
To empower our people and the communities in which we work and making sustainable, transparent and balanced business decisions.
Customer Support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Commonwealth Bank
We really love working here, and we think you will too. Diversity, flexibility and innovation are just some of the reasons why our people come to work every day.
Our team includes around 45,000 people from all walks of life, with different goals, experiences, and perspectives. At CommBank we’ll encourage and support you to be yourself. This is a place where you can feel confident expressing who you really are; where you belong because of your uniqueness.
About the role
See Yourself in the team The technology division delivers the Group’s world leading information technology capability. The End User Experience Platform are committed to ‘Driving better experiences for our colleagues'. They are responsible for enabling our colleagues to work securely from any device, anytime, anywhere.
Executive IT are a dedicated group of tech specialists within our End User Experience team who look after all IT support needs for our Executive Leadership Team, including C-Suite Executives and the Board of Directors.
Do work that matters You will be responsible for ensuring the continuity of technology services by providing timely, high quality IT solutions to your assigned Executives.
Working as part of a wider delivery team and reporting to the Manager, Executive IT, you will work collaboratively to identify and drive service improvements on planned and reactive maintenance as well as driving process improvement initiatives. In this role, your ability to build strong internal relationships with stakeholders at all levels will ensure the expedited and fit for purpose planned and reactive maintenance of technology tools and services for your executives.
Your skills and experience You will be an experienced technical support specialist, guided by ITSM best practice principles. Your excellent communication, interpersonal and executive stakeholder management skills will be key to your success in this role. In your skills toolkit, we'd be keen to see;
- Level 1/ Level 2 Tech support experience for: Virtual & hybrid meetings (MS Teams, WebEx etc), Desktop systems (Windows, Microsoft Office 365 suite etc), iOS platforms (iPad and iPhone)
- General IT knowledge with a passion for learning new technologies
- Demonstrated ability to maintain composure in high pressure situations
- Ability to navigate through ambiguity to gather relevant information and deliver informed, risk sensitive and evidence based solutions
- Proactive approach to problem solving and task management
- Excellent organisation and time management skills with the ability to prioritise effectively, and the flexibility to pivot as required
- Ability to network and build relationship with other teams and vendors to improve processes This Tech Support role has some atypical requirements including shift based working (early start 7.30am, late start 9.30am), participation on an on-call roster, interstate and/or international travel as well as extended working hours which will be observed Time In Lieu. What's in it for you
- An inclusive, and collaborative team led by a true advocate for the team
- An executive leadership group that live out our values and breaks stereotypes
- Excellent career progression opportunities
- Limitless learning, personal and professional development opportunities
- Competitive remuneration with performance based bonus incentives
- Enviable employee benefits across banking, health and education
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
Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.