Help Desk Officer

This is a full‑time permanent position based at the Head Office in Albury, NSW.

About the role

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. 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 environment.

- 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.

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 you

- 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.
- Positive 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 driver's 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 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.

Application closing date: 30 August 2026.

Hume Bank is an equal opportunity employer and welcomes and encourages 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.

#J-18808-Ljbffr

📌 Customer Service Attendant - Tully (Casual) (City of Albury)
🏢 Trinity Petroleum Services
📍 City of Albury