Service Desk Analyst

2 weeks ago

Surry Hills, Australia Centaur Software Full time

**Who are we?**

Are you looking to build an exciting and dynamic career at a company that strives for success. Centaur Software, a leading provider of Practice Management software for Dentists, is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees.

**Purpose of the role**:
As a Service Desk Analyst, we operate in a fast-paced and demanding environment. No two days are ever the same. From day one, you will be trusted and empowered to operate like the professional you are, working from home. Operating within a highly experienced, high performing team and reporting to a Service Desk Team Leader, you'll turn problems into solutions, making a difference to our customers every day.

**What's on offer?**
- Work in a high performing team and be enabled to operate as the expert in your space
- Feel safe, balanced and trusted in a culture that is all about helping you to live your best life
- We are passionate about doing things differently, so feel confident to speak up and challenge the status quo

**You can expect to spend your day**:

- Working collaboratively with your colleagues to manage the flow of incoming requests, escalating to others providing accurate information and any data gathered related to the user's problem.
- Resolving the user's technical issues by remotely accessing the user's computer and taking steps to resolve the issue.
- Maintaining detailed and accurate records relating to the diagnosis and repair of issues and tracking problems reported by multiple users.

**Important to your success**:

- Excellent written and verbal communication skills, able to communicate effectively using different mediums across multiple audiences
- You must currently hold the unrestricted permanent right to work in Australia
- Demonstrated experience in a Customer Service facing role
- Due to the unique, customised training and induction program, prior IT experience will be helpful but is not mandatory.
- Ongoing training in our software and progression towards additional projects based on your talents.

**Role responsibilities include**:

- Provide telephone and remote access support and advice on our products/services to customers in Australia, New Zealand and Singapore 
- Delivering high-level customer service
- Correctly record accurate and detailed issue information in our online ticketing system
- Support a variety of platforms, including local, Terminal Server, Hosted Server and Online installations
- Occasional on-call weekend work from home 
- Complete ongoing training in our products and services 
- Complete various maintenance work for our clients 
- Work with our clients and their environments ranging from small clinics to some of the largest Dental Providers/Health Funds in Australia 
- Complete basic computer investigation 

**Role requirements**:

- Australian Information Technology Certificate II, equivalent or above 
- Previous help/service desk experience is preferred but not required 
- Outstanding customer service skills and a dedication to the 'Customer Service Experience' 
- Able to work within a team in a fast-paced and constantly changing environment 
- Able to follow instructions from the Management team and senior colleagues 
- Able to work a rotating roster between the hours of 8:00AM and 8:30PM
- Experience with Windows Operating Systems and Microsoft Office suite 
- Strong documentation skills with high attention to detail 
- Excellent work ethic and attitude 
- Able to multi-task (e.g., answer additional calls while already working on an issue) 
- Internet access

**Desired experience in**:

- Microsoft Windows Operating Systems
- Microsoft 365 (including MS Teams)
- Remote Support tools such as RDP, Team Viewer Etc
- General Desktop, Laptop and Smart Phone troubleshooting skills

**How to apply**:
**Expected start date**:
TBD

**About us**:
Pay: From $60,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- On call
- Public holidays
- Rotating roster
- Shift work

Application Question(s):

- Do you have customer service experience?
- Which of the following Microsoft Office products are you experienced with?
- Have you worked in a call centre before?
- How much notice are you required to give your current employer?

Work Location: Hybrid remote in Surry Hills, NSW 2010

Expected Start Date: 15/07/2024

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