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AustralianSuper is the largest pension fund in Australia and the 16th largest in the world by total assets.
With over £180bn in assets under management and a world-class investment team, we are committed to delivering sustainable, long-term performance for our members.
Our portfolio spans global financial markets, real assets, private credit, and private equity.
At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and ultimately to deliver better outcomes for members.
Your new role
With the continued growth in our office, this Analyst seat will be a vital component of the Modern Workplace Operations team. The role handles escalated incidents and service requests from first-line support, delving into more complex troubleshooting and fulfilling requests that demand in-depth attention. The role revolves around delivering top-tier second-line service, effectively resolving user issues that surpass the scope of first-line support or other Operations Teams.
In addition to their troubleshooting skills, the Modern Workplace Operations Analyst plays a pivotal role in collaborating with third-party vendors as necessary, conducting root-cause analyses and executing change requests, enriching the knowledgebase, and progressively enhancing the skills of the first-line team.
Key responsibilities
- Deliver responsive technical support, including occasional out-of-hours assistance.
- Own and manage complex service requests, documenting solutions and training colleagues.
- Communicate effectively with users across multiple channels, ensuring clarity and professionalism.
- Maintain high standards of ticket hygiene and SLA compliance.
- Support incident, problem, and change management processes, including escalations and vendor coordination.
- Contribute to IT projects and BAU operations such as rollouts and upgrades.
- Run user training sessions to uplift digital capability across the organisation.
- Build strong internal relationships and keep stakeholders informed on key issues.
- Ensure compliance with governance policies and advocate for continuous improvement.
What we’re looking for
- Strong technical knowledge of EUC, Microsoft 365, ITIL and infrastructure environments.
- Excellent communication and customer service skills.
- Experience with ITSM systems and service management best practices.
- A collaborative mindset and a drive for continuous improvement.
This role is based on-site at London King’s Cross Estate, one of the core assets of the Fund’s global portfolio, with a hybrid work schedule.
Life at AustralianSuper
Our London and New York offices are made up of over 200 talented colleagues and is expected to grow further over the next three years meaning when you join you become a key part of building our culture.
As we collaborate with colleagues across multiple time zones flexibility in work hours are both a requirement and opportunity for this role.
We offer great benefits including generous leave type, leading pension contributions, health insurance and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.
We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What’s next?
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results .
Progress, powered by purpose.
