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Service Centre Support Analyst

4 months ago

Brisbane, Queensland, Australia Communities, Housing and Digital Economy Full time
With over 500 different information searches servicing over 10,000 active customers, Information Brokerage is a trusted provider of market-leading information solutions that help streamline the business processes involved in:

  • court eFiling
- property conveyancing
- asset discovery
- debt recovery
- business start-up
- insurance claim processing, and
- loan processing

This role is responsible for diagnosing and resolving technical and operational problems.

What you will be doing

  • Be an escalation point of contact for clients requiring assistance or experiencing problems with the product including determination, analysis and resolution of problems identified by clients, within service performance time constraints and following appropriate procedures. Diagnose and resolve technical and operational problems in a prompt and efficient manner and be accountable for following them up and escalating when required. Monitor and maintain system operations by performing various system checks, execution of scheduled batch process and other system files. Participate in identifying and reviewing problem areas of the system and recommend and implement service improvements. Ensure appropriate escalation procedures are followed and issues are addressed within agreed service levels. Log, monitor and conduct acceptance testing of Change Requests. Analyse service trends and attend review meetings with support staff to discuss and address service issues
  • Mentor and train new Service Centre staff in supporting the system.
What we are looking for

  • Ability to participate in rostered oncall and 24x7 after hour's operational support.
Applications to remain current for 12 months.

Job Ad Reference:
QLD/498569/23

Closing Date:
Monday, 17 July 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.