application support analyst in Eastern Suburbs Melbourne

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job details

posted
location
eastern suburbs melbourne, victoria
specialism
IT & ICT
job type
permanent
working hours
Full-Time
salary
au$ 65,000 - au$ 85,000 per year
reference number
90M0361757_1538463309
contact
jed gladwin, randstad
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job description

For a rapidly growing technology company based in the Eastern suburbs of Melbourne, Randstad Technologies is currently seeking an experienced IT Application Support Analyst. This role is vital ensuring the company maintains an engaged customer base, whilst ensuring a quality product is delivered and maintained for the customer through thorough testing and monitoring whilst also providing efficient product support to customers.

Due to the size of the business and the broad exposure that can be gained (technical and non-technical), this position could provide a clear career path towards becoming a DevOps Engineer or Business Analyst as the company continues to grow.

Day-to-day responsibilities

  • Take ownership of issues, maintaining constant communications with customers and stakeholders as to expectations, progress of tickets raised, risks and change
  • Delivering a high level of customer satisfaction whilst responding to customer queries within time-frames defined in SLAs on phone, email and ticketing platforms
  • Document, evaluate and prioritise items raised by customers and liaise with our internal technical team to resolve enquiries
  • Monitor core statistics, dashboards and systems to identify issues proactively and work with the team to resolve before impacting customers

Desired skills & experience

  • Minimum 2 years’ experience as an IT customer service representative
  • Exceptional written and verbal communications skills are a must
  • Ability to meet tight schedules without compromising customer expectations
  • Experience in using Microsoft suites of technologies including Word, Excel, Project and Visio or similar
  • Experience using ticketing systems such as Heat, Remedy, ServiceNow, Zendesk etc
  • Ability to communicate with stakeholders varying in seniority and technical expertise
  • Effective at following up and keeping customers updated

If this opportunity sounds to be of interest, please apply with an updated CV and we will be in contact to arrange an interview.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

Application Support, App Support, Software, Technical Support, IT, Support Analyst

qualification

Relevant Qualifications.

educational requirements

Bachelor Degree