Support Analyst

5 months ago

Geelong, Australia Civica UK Ltd Full time

**Job Title
- Support Analyst**

**Location
- Geelong, Vic**

**Department - Care**

**Role Type
- 3 Months contract**

**Position Reports to**:Customer Solutions Manager

**Internal Relationships**:All business units

**External Relationships**:Customers, IT Contractors, Third Party provider

**Role Purpose**

To assist customers and team members in using Carelink suite of software products. Provide quality customer service based on extensive product knowledge. Deliver according to the companies Support License Agreement - SLA’s guidelines.

**Requirements**:
**Key Responsibilities**

Provide quality customer service:

- 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

**Essential Competencies**

**Special skills, knowledge and attitude**:

- 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
- 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
- Customer service experience in an IT environment

**Interpersonal Skills**:

- Positive attitude
- Excellent oral and written communication skills
- Customer relationship management skills
- Ability to communicate technical issues clearly and in an easily understood manner

**Preferred Skills**

IT qualifications

Knowledge of Carelink+ software

Knowledge of SQL query writing, Citrix environment & Crystal Report writing

Experience with Windows operating systems in a networked environment as well as knowledge of Microsoft Office

**Benefits**

**Why you'll love working with us**

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
**We're all different - **and we love this about us.

**We provide an inclusive,** safe, and welcoming environment to all Civicans, new and old Focus on learning
- there are heaps of opportunities to enable you to grow and be your best.

**Giving culture - **we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

**Flexible Work - **Flexible work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
- Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

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