Help Desk Officer
The Help Desk Officer keeps Hume Bank’s people connected and productive by providing frontline technology support– resolving incidents, managing hardware, and delivering a great experience every time.

- Be the go-to technology support contact for Hume Bank staff.
- Resolve incidents and service requests within agreed timeframes.
- Work with a collaborative and supportive Technology team.
- Build your IT skills and knowledge in a collaborative values-led organisation.
- Be based in Albury in a role that makes a real difference day to day.

Why join us?

- Play a key role in keeping our people connected and productive by delivering responsive, customer-focused technology support.
- Join a collaborative and supportive Technology team where you’ll be trained across all aspects of help desk operations.
- Build practical technical skills across incident resolution, hardware, technology platforms, technical documentation, and service management in a growing organisation.
- Grow your IT career at a community-owned bank that genuinely invests in its people.

About the role
The Help Desk Officer supports the Hume Bank Technology team by performing work as allocated – including providing customer-focused technical support, responding to Help Desk tickets, provisioning and supporting end-user equipment, and assisting with employee onboarding, offboarding, technology projects and branch support.

Working within the End User Services team, you will provide support in person, over the phone and remotely. You will take ownership of allocated incidents and requests through to resolution or effective escalation, keeping customers informed of the progress and next steps.
You will also help maintain accurate asset records, create and update support documentation, identify recurring or potential technology issues, and assist with testing fixes and remediation activities.
This is a great opportunity to start or grow your IT career in a supportive, values-led community owned organisation while gaining practical experience across a broad technology workplace.

What you can expect
Reporting to the Manager End User Services, you will:

- Resolve allocated incidents and service requests within agreed SLA timeframes, keeping customers informed throughout.
- Escalate or allocate incidents and requests appropriately to support timely resolution.
- Assist with the procurement, build, configuration,



distribution, and installation of technology assets.
- Maintain accurate asset registers to support lifecycle management of hardware and desktop software.
- Help identify trends and patterns in help desk workload to support problem management and continuous improvement.
- Implement agreed configuration changes to the Help Desk ticketing system to improve the customer experience and technical management.
- Create and maintain clear end user guides, technician guides and troubleshooting or setup procedures.
- Contribute to continuous improvement of incident, problem, and asset management processes.
- Travel to Hume Bank branches to provide onsite support when an issue cannot reasonably be resolved remotely.
- Deliver a customer-focused experience in every interaction, recognising that how people feel about their support experience matters as much as the outcome.

About you
To be successful in the role, you will bring:

- A Higher School Certificate (required) and a relevant Certificate III in IT or a related field (desirable).
- A genuine passion for information technology and how it supports people in the workplace.
- 12 months’ experience in a relevant IT or customer service role (desirable).
- A demonstrated commitment to providing a positive customer service.
- Strong communication skills, including the ability to explain technology to people with different levels of technical confidence.
- Good problem-solving ability and a methodical approach to diagnosing and resolving technology incidents.
- Excellent time management and organisational skills, with the ability to manage competing priorities and meet SLA timeframes.

A current drivers licence and willingness to travel to Hume Bank branches when required.

About Us
Hume Bank exists to create a secure tomorrow – by connecting people and community through fair and accessible banking.

We’re customer-owned, which means our profits go back into better banking – not shareholder returns. We’re proud of that.



It’s what shapes how we show up for our members and for the communities across our home markets in Albury-Wodonga and Geelong.

People who bank with us, stay with us. That trust has been built over decades of showing up locally, reinvesting in the community and genuinely putting members before margin.

We’re a regional bank with real agility, real community roots and a brand that’s finding its momentum.

Our Values are With Respect, Growing Together and Shaping Tomorrow, and they guide how we work everyday.

Together, our money has real power. Come build something worth belonging to.

How to apply
If you're excited about a building your technology career, click apply to submit your application.

Applications must contain a resume and cover letter outlining your interest in the position.
If you're interested in this role but your experience doesn't align perfectly, we encourage you to apply anyway, just make sure to include a cover letter to let us know why you'd be a outstanding fit for the team.

Applications close: 30 August 2026

This is a full-time permanent position based at our Head Office in Albury, NSW.
Hume Bank is an equal opportunity employer and welcome and encourage people from all backgrounds to apply. We are committed to building a culture that is inclusive, providing an ethical and diverse workplace where everyone is respected.
If you require any reasonable adjustments to the recruitment process or the role, please let us know by contacting ••••@humebank.com.au.

Our process

- Once the role is closed, we review all applications against the requirements, creating a shortlist for further review.
- If your application is successful, you may receive an initial screening call to further assess your suitability, before being invited to an interview.
- We conduct two rounds of interviews, with the first interview being held with the reporting manager and a member of our People Team. You may be invited back to a shorter second-round interview with the head of the department.
- The final stage is to complete some quick compliance checks relevant to the banking industry and role (including police check, bankruptcy check and other relevant verification checks), before (hopefully) receiving an offer.

We are committed to providing all applicants with an outcome for their application.

📌 Help Desk Officer (Albury)
🏢 Hume Bank
📍 Albury