Level 1 Support Analyst
Civica UK Ltd, Australia
Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
About the role
Our Level 1 Support Analysts are responsible for providing excellent customer service in line with the Service Desk Charter and Civica Values. They will have to provide application support for products and services produced by Civica to defined service levels. This role would keep you entertained resolving priority and escalated tickets in line with service targets in adherence with Service Desk processes and working practices.
The ideal candidate will be:
There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list below, please still get in touch. We'd love to have a chat and see if you could be a great fit. (It’s also a fact that women and underrepresented groups tend to only apply when they check every box)
You understand the importance of record keeping, so you will collate customer and platform environment technical specifications and maintain up-to-date knowledge articles and configuration documentation. Hence high attention to detail is important in this role.
As you will be liaising with internal and external stakeholders, excellent written and verbal communication skills are a must along with the ability to maintain professional relationships with a diverse range of people.
Whilst ideal and not mandatory, any previous experience supporting different applications, and perhaps some programming and scripting background would be beneficial.
Why you’ll love working with us
We know that when our people are happy, they will work better and have greater work satisfaction. At Civica, we look after you. Here is what you can expect:
Career opportunities we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business
Flexible work we have the technology and tools to support you to work home or come into our offices now and then to catch up and socialise with colleagues
We’re all different and we love this about us. We provide an inclusive, safe and welcoming environment to all Civicans, new and old
Focus on learning there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to give back with benefits such as our Donate a Day leave where you can volunteer for a charity of your choice
Affinity Groups - Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community and include: Early careers, wellness, LGBTQIA+, race and ethnicity and many more.
Mental Health Champions - We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us.
Apply for this job - Become part of something special
Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia