Service Desk Analyst / Tech Assist


In this role you will be responsible for providing service and support to internal clients and for the systems and infrastructure technology that allows the bank to operate.

As a first point of contact for all staff who require help or information regarding Technology within Macquarie, you will have an immediate impact on the service to the business and be the face of technology. You will bring your excellent communication skills, enabling you to assist clients over the phone, and you will be able to think on your feet, have a flexible and easy-going manner, the ability to multi-task and prioritise, as well as work effectively with minimal supervision.  

Your key responsibilities will include:

  • to provide telephone and email support to the global Macquarie user community for software applications and IT services
  • logging of incidents and requests for continued problem resolution and tracking
  • providing diagnostics of a technical fault and suggested first-time-fix
  • collaborating with second and third level technology teams for urgent or critical issues
  • ensuring that the Service Desk phones are staffed as per our roster at all times, in order to meet our service standards
  • processing all calls via phone and email in accordance with our current call logging procedures, call priorities and escalation procedures 
  • assisting in continuous streamlining of Service Desk processes to improve service to customers.

To be successful in this role, you will have experience in providing IT support in:

  • Windows 10 PC support via phone, email and remote assistance tools
  • Microsoft Office 2016, Office 365 (inc Teams)
  • experience with Microsoft Active Directory
  • mobility device support: iPhones and iPads
  • remote Support Tools (RDP, Remote Assistance)
  • Remedy 7 or similar ticketing tool
  • familiarity with MacOS.

Please apply via the following link with cover letter, and CV. Alternatively to find out more about the position at www.macquarie.com/careers or please email Nicky Bell @nicky.bell@macquarie.com for further information.

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Market Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. The Corporate Operations Group’s purpose is to power the entrepreneurial enterprise.

Our commitment to Diversity and Inclusion

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need.


In this role you will be responsible for providing service and support to internal clients and for the systems and infrastructure technology that allows the bank to operate.

As a first point of contact for all staff who require help or information regarding Technology within Macquarie, you will have an immediate impact on the service to the business and be the face of technology. You will bring your excellent communication skills, enabling you to assist clients over the phone, and you will be able to think on your feet, have a flexible and easy-going manner, the ability to multi-task and prioritise, as well as work effectively with minimal supervision.  

Your key responsibilities will include:

  • to provide telephone and email support to the global Macquarie user community for software applications and IT services
  • logging of incidents and requests for continued problem resolution and tracking
  • providing diagnostics of a technical fault and suggested first-time-fix
  • collaborating with second and third level technology teams for urgent or critical issues
  • ensuring that the Service Desk phones are staffed as per our roster at all times, in order to meet our service standards
  • processing all calls via phone and email in accordance with our current call logging procedures, call priorities and escalation procedures 
  • assisting in continuous streamlining of Service Desk processes to improve service to customers.

To be successful in this role, you will have experience in providing IT support in:

  • Windows 10 PC support via phone, email and remote assistance tools
  • Microsoft Office 2016, Office 365 (inc Teams)
  • experience with Microsoft Active Directory
  • mobility device support: iPhones and iPads
  • remote Support Tools (RDP, Remote Assistance)
  • Remedy 7 or similar ticketing tool
  • familiarity with MacOS.

Please apply via the following link with cover letter, and CV. Alternatively to find out more about the position at www.macquarie.com/careers or please email Nicky Bell @nicky.bell@macquarie.com for further information.

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Market Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. The Corporate Operations Group’s purpose is to power the entrepreneurial enterprise.

Our commitment to Diversity and Inclusion

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need.

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