Transition Support Analyst

3 weeks ago

Melbourne, Australia Centorrino Technologies Full time

Imagine joining an organisation that has a flexible working culture and an award winning brand That’s exactly what you will get when you join Centorrino Technologies. Our values, our people, our brand and our customers mean everything to us.
Here at CT, we put a lot of effort into delivering the best customer experience of any managed ICT provider in Australia.
We work pretty hard at CT, but that doesn’t come without a little play.
- Hybrid workplace
- Full time or part time an option
- Training and development - We offer heaps of courses, certifications, and coaching
- Wellbeing Subsidies - Discounts with your gym, yoga, pilates memberships
- Mac or PC? Your choice
- Cost Price Tech - CT discounts
- Events, Events, Events for everyone
- 3pm snack trolley - A cart of goodies with lollies, fruit and other snacks will make its way around the office at 3pm daily
- Everyone has a very personalised career and learning plan. Our commitment is to help you to become the best you can be.
- The list goes on.

The purpose of a Transition Support Analyst (TSA) is to provide break/fix support for any customer undergoing a service transition when they’re not eligible for Business As Usual support. This may be remote or on-site support as required and is limited to supporting whatever service is in transition.

**Here's what you will be doing**:

- Provide excellent Customer Service by maintaining regular communication with users and provide updates proactively
- Collaborate with your colleagues to determine any processes that requires improvement or can be handled more efficiently.
- Manage and resolve service requests as rapidly as possible
- Taking ownership of day-to-day technology issues and dealing with external parties, escalate incidents promptly to vendors and higher level teams where required
- Identify problems or requests which don't have an existing process and collaborate with your peers to develop and implement one.
- Contribute to the internal knowledge base
- Take initiative by proposing improvements, workarounds, solutions
- Identify areas of improvement to remove friction and increase efficiency

**Here's what your background will look like**:

- Proven work experience as a Service Desk Analyst, System Administrator or Field Services Technician
- Demonstrable ability to communicate effectively and translate technical ‘jargon’
- Proven ability to juggle multiple support requests at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation and presentation abilities
- Dynamic and creative problem solving skills
- Strong verbal and written communication skills
- Ability to establish a connection and demonstrate understanding with end users
- Understanding technical issues and technical jargon and be able to communicate back in layman’s terms for the customer to understand
- Strong technical understanding, or the ability to learn technological products and services very quickly
- Ability to operate independently
- Previous experience in hospitality or retail industry ideal

The role is a full-time position, and working a hybrid model will work - however the role will require onsite customer visits regularly, so your flexibility is needed.
All our team members are required to obtain and maintain a valid Victorian Working with Children Check, and Police Check.
We look forward to hearing from you

**Salary**: $50,000.00 - $65,000.00 per year

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