IT Helpdesk Officer

Company Description

Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia's original and #1 digital mortgage brand - and the iconic Aussie franchise.

Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer's agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group's loan book is more than $100b and it was named Australia's Aggregator of the Year for 2024.

Why Join Us?

• Innovation at Our Core– We challenge the status quo and push boundaries to create better solutions.
• Work with the Best– Collaborate with some of the brightest minds in fintech, financial services, and strategy.
• Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
• Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.

Job Description

About the role:

Deliver exceptional customer experiences to corporate team members and brokers as a key part of the Level 1 Support team within Lendi Group. In this role, you'll provide top-notch support to the Lendi Group team, ensuring smooth operations and resolving technical issues, inquiries, and user tasks. You'll be at the forefront, assisting internal stakeholders and brokers with their technical and broker-related needs, making a direct impact on our success.

What you will do:

• Respond to and resolve inquiries through self-service, webchat, phone, and email, keeping users informed and handle inbound and outbound customer service calls while delivering exceptional support and assistance.
• Provide technical and functional support on systems, processes, and technology within Lendi Group.
• Escalate cases to Level 2 Platform, Technology & Engineering teams as needed.
• Log cases with external providers, track progress, and keep users informed.
• Build/re-build laptops for users following Level 3 processes.
• Educate users on best practices for systems and technologies (e.g., laptops, Office 365, Windows).
• Create, review, and update knowledge articles and self-help guides.
• Record case notes for tracking and escalation.
• Troubleshoot hardware and software issues remotely.
• Manage hardware/software inventory and asset records.
• Coordinate with vendors and Operations team for new hardware.
• Liaise with internal/external teams to resolve inquiries.
• Undertake training on supported services and systems.

Qualifications

• At least 1 years of experience in Technical Support, Service Desk, and Customer Service, including inbound and outbound call handling. Candidates with no formal/professional experience will not be considered.
• Willing to accept a 27,000 package
• Has experience with Technical Support Level 1 with Microsoft Window User Environment, Mac User Environment and Office 365
• Can report on Hybrid setup. Onsite 2–3 times per week during training; minimum once a week onsite (Ayala, Makati) once fully trained.
• Can troubleshoot IT hardware and software issues
• Strong communication skills to engage internal stakeholders in Australia and the Philippines.
• Proficient in maintaining and troubleshooting devices (Windows and Mac).
• Ability to investigate issues and troubleshoot based on user input.
• Skilled in prioritising and managing multiple complex issues while adapting to changing priorities.
• Must be currently residing in the Greater Manila Area (Metro Manila + Neighbouring provinces).

Successful candidates must have a stable postpaid internet connection and a quiet, dedicated workspace at home with appropriate furniture (desk and office chair)

Additional Information

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least once a month.
• Holistic wellbeing programs offering 24/7 support
• Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1.
• Access to 25 days of leave, made up of 20 vacation days and 5 sick days.
• Monthly internet subsidy to help you stay productive at home.
• Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
• Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG.

Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.

We're committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that's transforming the homeownership journey.

Ready to contribute to Lendi Group's next chapter? Apply now and be part of something big