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Helpdesk Analyst

4 months ago

Melbourne, Australia Connective Broker Services Full time

**Helpdesk Analyst**
- Exciting role working with our award-winning CRM software 'Mercury Nexus'
- Kickstart your professional career in IT with a leading FinTech company
- Be part of a high performing team within a strong and vibrant culture

**The Business**

Connective is an innovative fintech company and the preferred choice for leading Australian brokers. Our customers are mortgage and asset finance brokers, and we are driven to be the business partner they can't imagine doing business without. Our award-winning CRM software 'Mercury Nexus' is the flagship of the Connective business and its offering to broker members. With a strong and vibrant culture, we are the employer of choice for exceptional and dynamic professionals.

With award winning products, exceptional customer engagement scores and ambitious growth plans, we are driven to be the business partner that customers can't imagine doing business without.

**The Role**

Reporting to the Helpdesk Service Manager, you will provide efficient and professional Mercury Nexus support to our broker members and internal customers across Australia.

Your responsibilities will include:

- Investigate and resolve technical issues related to Mercury Nexus software, escalating complex cases as needed.
- Provide guidance to users for optimising their utilisation of the system.
- Collaborate in enhancing the Helpdesk team's knowledge repository.
- Actively seek opportunities to enhance workflow effectiveness through proactive identification of improvements.

**The Person**

Your inquisitive nature and keen attitude towards learning will ensure your success in this role. In addition, you will also possess:

- Minimum 1 year experience in a client-facing customer service role (IT advantageous)
- Strong knowledge of Service Desk ticketing systems and processes (Intercom advantageous)
- A can-do attitude and initiative i
- Excellent written and verbal communication skills
- Excellent customer service skills
- Ability to multitask and prioritise in a fast-paced environment.
- a high performing and collaborative culture
- a wide range of staff benefits
- progressive leave policies including paid birthday leave
- access to various learning platforms to support your professional development goals
- investment in your career through learning and development opportunities
- Attractive remuneration package including access to an annual profit share

**Benefits to you**

As a valued member of the Connective team, you will be rewarded with:
**To Apply**

To apply, please click on the 'apply' button.