IT Operations Analyst

Organization: At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Service Desk Agent
Location: Manyata Tech Park, Bangalore

Business & Team: End User Experience (EUX) build, run and monitor some of the Group's largest platforms and systems. The role we play and the work we do empowers our people to achieve more and provides our customers with better outcomes.  Joining EUX means you'll be working with a group of people dedicated to delivering the best workplace technology experience for all teams across the Group. We're focused on providing the latest tools, technology, and resources to enhance the way our teams work together.

Impact &contribution: The Operational Delivery Lead is responsible for ensuring that IT Service Desk services are delivered efficiently and effectively to meet the needs of the business. The role is focused on overseeing the daily operations of the service desk and ensuring that customer satisfaction levels are maintained. This role requires an individual who is highly organized, analytical, and detail-oriented, with a passion for delivering exceptional customer service. The Operation Delivery Lead must be able to work effectively in a fast-paced environment and can motivate and lead a team to achieve their goals

Roles & responsibilities:

• Monitor and meet Service Desk performance KPIs and SLAs, implementing initiatives to continuously improve support quality.

• Oversee major incidents and escalations, coordinating swift resolutions and clear communication to stakeholders.

• Trend Analysis of existing tickets to drive volume reduction with relevant Product Owners.

• Partner with business stakeholders and IT teams to align IT support with organisational needs and increase customer satisfaction.

• Drive service improvement initiatives, including shift-left strategies to boost first-contact resolution and reduce escalations.

• Leverage automation and analytics tools (e.g. Power Automate, Power BI, Nexthink) to streamline workflows, reduce resolution times, and proactively address issues.

• Enhance knowledge base and onboarding processes to empower users, reduce ticket volumes, and deliver a smooth new-hire experience.

• Collaborate with IT Service Desk operations, ensuring prompt resolution of incidents and service requests.

• Manage customer escalations, ensuring that issues are resolved quickly and effectively

• Develop and maintain strong relationships with key stakeholders, including business leaders and IT teams

• Prepare and present service delivery reports and metrics to senior management

• Ensure that the IT Service Desk team is up to date with the latest technologies, trends, and best practices in IT service management

Essential skills:

• Proven experience in IT Operations delivery, preferably in a Service Desk environment

• Strong knowledge of ITIL framework and service management best practice preferably within Service Now Framework.

• Strong knowledge of creating, running analysing Service now reports & Dashboards. Hands on experience with Power BI, Tableau and other similar tools is a plus.

• Excellent communication, leadership, and customer service skills

• Ability to work well under pressure, prioritize tasks, and manage multiple projects simultaneously

• Strong analytical and problem-solving skills

Education Qualification:  Bachelor's degree or master's degree in engineering in Computer Science/Information Technology.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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