Expression of Interest: End User Service Desk Analyst

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We're making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they're buying a home, building a business or saving for things big or small.

The End User Service Desk Analyst is critical in making this happen and will be responsible for will support all ANZ employees & sub-contractor (as applicable) when and where they require it as a first point of contact and reach out to the second level support team for resolution to provide excellent service experience.

Global Technology Service Desk is a customer focused and fast paced first level Service Desk providing Technical support and applying Break Fix within a specific time.  Support is provided in the areas of password resets, network administration and technical diagnosis and restoration of service for PC/LAN users. Good customer service ethics is part of this job, putting customers first and delivering operations service that continuously exceeds the customer's expectations. The individual has to deliver positive customer experience within agreed timeframes i.e. Service Level Agreements (SLAs).

You will also be responsible for, but not limited to:

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Walking the customer through the problem-solving process
• Directing unresolved issues to the next level of support personnel
• Recording events and problems and their resolution in logs
• Following-up and updating customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identifying and suggesting possible improvements on procedures

• Performing basic Troubleshooting on:

• Wide range of desktop hardware and software (Windows 10, Windows 11, and MAC)

• VDI and Citrix applications
• Microsoft Office Suite including 2016 and MS Office 365
• Microsoft Exchange, Microsoft 365, other emailing apps
• Printers, scanner, and various other peripherals
• Mobile devices iPhone, iPad, Android
• Basic networking concepts including TCP/IP, OSI model, routing, switching, VLANs, and other networking concepts

Who are you?

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• A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team's mission
• The customer's biggest fan – You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
• Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
• Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
• Committed to your own and other's growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
• A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
• Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community

Role Location: MDC 100 Building, Eastwood, Libis, Quezon City

Shift Schedule: Shifting Schedules

Role Type: Full-time permanent role

Hybrid set-up: 50% Onsite / 50% Work-from-Home

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Proven experience as a helpdesk technician preferably in a global support function
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills with strong customer orientation
• Ability to work under pressure and shifts

You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.

Why join us?

There's something special about being part of ANZ.  From the moment you join us, you're part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You'll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.