Service Desk Analyst - Software (Sydney/Melbourne)
Civica, Australia
Job Description
About Us
Civica (www.civica.com) is a market-leading specialist in business-critical software applications, digital solutions and managed services that help teams and organisations around the world to transform the way they work. Civica’s software and digital solutions are market leaders in their industries and are known globally.
In Australia, our software and cloud solutions and services have powered some of the most important organisations in our communities; like schools, libraries, local councils and state agencies, community organisations, and others to help them meet the changing needs of the citizens they serve. Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in. Want to join us and help continue our mission?
About The Role
This is an exciting opportunity for a L1 Service Desk Analyst to join us in our Service Delivery Platform (SDP) business unit. Our SDP has been established to provide the business and our customers a platform to deliver high quality and expert service and technology offerings.
As an Service Desk Analyst, you will be responsible for providing 1st line application technical support to our customers and resolving tickets whilst maintaining excellent customer service. We have offices in Melbourne, Geelong, Newcastle and Mascot where you could be based.
Responsibilities
- Provide technical application support (phone and email) for products and services produced by Civica
- Provide excellent customer service in line with the Service Desk Charter and Civica Values
- Investigate, research and respond until completion of tickets
- Maintain accurate records of work completed, changes made and customer interactions in line with data protection laws and Civica policies
- Take an active role in leading by example and advocating best practice
- Provide feedback to improve existing knowledge management and support continuous improvement by providing suggestions to improve our policies, processes, procedures and operations
- Meet personal and team KPI targets on resolution, processing, SLAs, customer experience, compliance and operational excellence
- Take ownership of your development by maintaining and developing your customer skills, technical skills and knowledge of current Civica process and procedures
About You
We are looking for an Service Desk Analyst with fantastic problem solving skills, able to adapt and prioritize work, process driven and fantastic customer service skills. You're smart, tenacious, enjoy getting your teeth stuck into a problem, and want to work in a team that offers great career progression options.
You will also have:
- Up to 1 year experience working within a customer facing Service Desk environment at a 1st line level and have a strong customer service approach
- Demonstrated ability to build and manage relationships with customers
- Application and database support experience
- Educated to Degree Level and/or technical certification in relevant technologies
- The ability to perform detailed SQL querying to troubleshoot application and database problems would be an advantage
- Excellent analytical and problem solving techniques in software application support
- Excellent verbal and written communication skills; communicating in a friendly and supportive manner
- Organised, strong time management skills and excellent attention to detail
- Willingness to learn, share knowledge with team members and work in a collaborate environment
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
- Should be available for doing rotational shift from (5.45 am to 8 pm)
Your Benefits
At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments:
- Join a growing and successful business
- Genuine career development
- Flexible working conditions
What Next?
Do we sound like a good match? If so then we would love to hear from you! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.
Civica is an equal opportunity employer and welcomes applications from all sections of the community