Analyst, Tech Lounge Support

Analyst, Tech Lounge Support at NAB

An exciting opportunity to build service ownership, deepen technical capability, and drive stakeholder impact by delivering end-to-end Workplace technology support and continuous improvement. Work in a collaborative environment with highly talented and motivated colleagues passionate about winning together. This is a frontline tech support role with end-to-end service ownership across Workplace.

Be part of an innovative and customer-obsessed team. Our people prioritize the needs and satisfaction of the customer above all else. This mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer-centric company in Australia and New Zealand.

Your Daily Impact

In this Analyst, Tech Lounge Support role, you will join our Tech Lounge team who own it and move with speed. Each day you’ll go above and beyond to support with:

• Providing technical support for all facets of EUC, Wintel, and software distribution services via phone, email, chat, internal social media channels, and in person.
• Representing the service(s) across the organization and being accountable for the successful resolution of medium and low priority problems.
• Understanding the end-to-end (E2E) technical service(s), including dependent components and infrastructure.
• Collaborating with Workplace SMEs/Architects to ensure projects handed to Workplace are delivered in accordance with stated strategic and tactical objectives.
• Identifying opportunities to drive efficiency through automation.
• Contributing to the tracking and reporting against agreed service KPIs, SLAs, Service Health, and the contractual obligations of 3rd party Service Providers.
• Driving continuous technical improvement to the service, ensuring Security and Architectural standards are adhered to.
• Maintaining a high level of knowledge relating to the nominated service, including roadmaps, pre-release features, and 2nd level impacts when considering implementation in the NAB environment.
• Maintaining knowledge and understanding of the wider Workplace portfolio and identifying opportunities to leverage complementary technologies to drive efficiency through effective consumption of existing toolsets.

What We're Looking For

We're looking for the best and brightest to deliver the best for our customers. You’ll need:

• Demonstrated experience delivering workplace services in an enterprise environment.
• Experience delivering technical support and development services to large-scale enterprise deployments of SCCM and Intune.
• Some experience in administering large-scale Wintel environments with knowledge in software.
• Hands-on experience delivering service in an enterprise ITIL environment.
• Experience implementing and managing large-scale upgrades in SCCM technologies and toolsets.
• Experience implementing and managing Base Operating Environments (BOE) and SOE.
• Experience in AD support and implementation.
• Proven experience in coordinating multiple stakeholders and 3rd parties to deliver successful outcomes in a time-sensitive environment.
• Flexibility to travel to other branch offices as required.

Diversity and Inclusion at NAB

A diverse and inclusive workplace works better for everyone. We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment where all NAB colleagues’ unique backgrounds and identities are understood, respected, and celebrated. We are committed to providing an environment where you can work your way.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.

Key skills/competency

• Technical Support
• End-User Computing (EUC)
• Wintel Administration
• SCCM
• Microsoft Intune
• ITIL Framework
• Active Directory (AD)
• Software Distribution
• Stakeholder Coordination
• Enterprise Environment