Support Analyst
Civica
- Melbourne, VIC
- Contract
- Full-time
- Action Support Desk enquiries both internal and external
- Participate in customer driven and internal projects as required
- Provide Quality Assurance analysis as required to maintain delivery of high quality products
- Deploy product releases to the customer base
- Maintain product environments for resolution of Support Desk enquiries
- Maintain an up to date product knowledge
- Convey a professional and courteous attitude in interaction with customers
- Contribute to the Support Team’s KPIs
- Document and maintain current procedures
- Provide Managed Services Administration under the Icon Global Cloud offering as required
- Provide calendar and ad hoc product training as required
- Ensure accurate and timely logging of information according to current procedure
- Other tasks as directed by Management
- Ability to work within a team to achieve agreed outcomes
- Ability to work with a customer to understand their needs and translate/develop that to a best outcome software solution
- Ability to troubleshoot and methodically work to resolve problems
- Be able to demonstrate an understanding of software solutions and their application in a large organisation
- Ability to work independently to carry our daily tasks
- Ability to manage more than one task at any time
- Ability to prioritise issues
- Ability to escalate issues where appropriate
- Understanding of software application products
- Customer service experience in an IT environment
- Positive attitude
- Excellent oral and written communication skills
- Customer relationship management skills
- Ability to communicate technical issues clearly and in an easily understood manner