ABOUT THE ROLE
Based in Canberra, you will be responsible for providing first line support to our Federal Government customers. As the Support Analyst, you will be a part of our onsite Defence team and your responsibilities will include:
Monitoring and responding to customer support requests via email and ticketing system
Liaising with other support stakeholders to review and resolve logged issues
Investigating, identifying and resolving customer incidents and issues arising from the use of the BMS in a timely and proactive manner
Managing customer expectations and maintain integrity of service provided
Providing a consistent high level of service and support to our customers
Assisting in IT infrastructure projects by using technology to improve business performance and strategy
Maintaining technical support documentation and developing knowledge articles for internal and customer use
Maintaining the support tool (HP Service Manager)
To be considered for this role you will have the following essential kills and experience:
Strong interpersonal skills with the ability to communicate effectively with both business and technical personnel
Strong knowledge of IT environments and concepts in IT Architecture
Ability to prioritise daily tasks and work to tight deadlines
Previous experience working in a technical support role
Sound understanding of programming concepts
Demonstrated analytical and problem solving skills
Minimum Baseline Security clearance
The following are also highly desirable:
Strong customer focus
Highly proactive and adaptable to changing business needs
Passion for quality and excellence, and the drive to improve processes and systems
We are committed to building excellence and work hard to provide a workplace that encourages and supports our people. We have a highly collaborative and social team environment with offsite company kick-offs and team building activities. We offer competitive salaries and as we grow and evolve opportunities for career and professional development plus a real ability to help shape our product future. We also have a share options scheme so you can participate in the success of our business.
We don’t believe in fixing people in rigid positions, but rather seek to match interest and capability. If you like a challenge, want to deliver exceptional results and seek to reach your potential, we’d like to hear from you!
DO YOU WANT TO BE PART OF SOMETHING BIG?
We are not your average software company. We have big dreams for our business and our people. So join us on our journey as we seek to fulfil our ambition of becoming a leading Australian software company!
To be considered for this role, you must be an Australian Citizen.
If you want to make a difference and be part of a team that takes pride in helping other organisations improve their business performance, then please apply with your resume and cover letter to email@example.com, telling us why you would like to join us.