Service Desk Analyst - Technical

Service Desk Analyst - Technical

Location • Newcastle, Australia

Job description


We are looking for a Service Desk Analyst - Technical to join our vibrant team of professionals working from our Newcastle office. As a Service Desk Analyst, you will be working io 2nd line support, resolving escalated and priority tickets in line with service targets in adherence with service centre processes and working practice. 

Responsibilities 

 

  • Provide exemplar customer service in line with the Service Desk Charter and Civica Values.

  • Deal with allocated escalated customer tickets to closure.

  • Provide expert technical application support for products and services produced by Civica to defined service levels.

  • Investigate research and respond until completion of tickets escalated by the 2nd line team.

  • To maintain and log accurately all relevant information in Civica Ticket and online Systems.

  • Meet personal and team KPI targets on resolution, processing and SLAs.

  • Follow all relevant business and information security processes as documented the relevant management systems and provided by team leader.

  • Recommend improvements to existing policies and practices focused around reducing incoming ticket numbers or time to resolve tickets. and complete the implementation of approved improvements.

  • Undertake Root Cause analysis as agreed with Team Leader.

  • Work with Knowledge manager to construct and deliver a knowledge plan for allocated technical area.

  • Provide training to the 1st and 2nd Line teams.

  • Where directed contribute to project activities, knowledge generation, staff training and root cause analysis.

Skills and Experience

  • Experienced service desk support analyst with expert knowledge of applications supported by Civica.

  • Able to remain calm and controlled in a crisis and when under pressure, especially when dealing with difficult customers.

  • Able to act as a role model for high quality customer service and lead by example in demonstrating this to the service desk engineers.

  • Receive and handle complex and challenging customer requirements and resolve them in a timely manner.

  • Demonstrate excellent communication skills and communicate clearly both to internal and external customers.

  • Understand the roles of other teams and draw on the expertise of others to resolve customer service issues.

  • Adhere to and promote service desk policies and procedures.  Identify process improvements and work with the Team to introduce improvements.

  • The ability to resolve complex customer service issues and escalate were necessary.

  • A sense of ownership and personal integrity.

  • Attention to detail and accuracy.

  • To perform any task deemed necessary by the Third Line Team Leader in order to maintain smooth running of the Service Desk.

Want to join us?

We offer you flexible working arrangements, a competitive benefits package, regular "free feeds" and informal Friday drinks all from a modern working environment with the tools you'd expect to help you get the job done.

Please include a cover letter outlining how you meet the required criteria and a resume in your application. Please note only successful candidates will be contacted.

Civica is an equal opportunity employer and welcomes applications from all sections of the community.

  • Provide exemplar customer service in line with the Service Desk Charter and Civica Values.
  • Deal with allocated escalated customer tickets to closure.
  • Provide expert technical application support for products and services produced by Civica to defined service levels.
  • Investigate research and respond until completion of tickets escalated by the 2nd line team.
  • To maintain and log accurately all relevant information in Civica Ticket and online Systems.
  • Meet personal and team KPI targets on resolution, processing and SLAs.
  • Follow all relevant business and information security processes as documented the relevant management systems and provided by team leader.
  • Recommend improvements to existing policies and practices focused around reducing incoming ticket numbers or time to resolve tickets. and complete the implementation of approved improvements.
  • Undertake Root Cause analysis as agreed with Team Leader.
  • Work with Knowledge manager to construct and deliver a knowledge plan for allocated technical area.
  • Provide training to the 1st and 2nd Line teams.
  • Where directed contribute to project activities, knowledge generation, staff training and root cause analysis.