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Technical Analyst

2 months ago

Brisbane, Queensland, Australia StudentUniverse Full time
Job Description

Job Title: Technical Analyst

Job Summary:

We are seeking a highly skilled Technical Analyst to join our team at StudentUniverse. As a Technical Analyst, you will be responsible for providing technical support to our customers, resolving technical issues, and ensuring the smooth operation of our IT systems.

Key Responsibilities:
  • Application Support:
    • Maintain application support processes and ensure that all requests for support are handled according to agreed procedures.
  • Customer Service Support:
    • Act as the primary point of contact for all technical issues received via phone, email, or other channels.
    • Respond to a wide range of technical requests for support by providing information to resolve issues or enable resolution.
    • Provide first-line investigation and diagnosis and promptly escalate unresolved issues as necessary.
  • Consultancy:
    • Take responsibility for understanding client requirements, collecting data, delivering analysis, and problem resolution.
    • Identify, evaluate, and recommend options, implementing them as required.
    • Collaborate with stakeholders to ensure that proposed solutions are properly understood and appropriately exploited.
  • Specialist Advice:
    • Maintain knowledge in one or more identifiable specialisms.
    • Provide detailed and specific advice regarding the application of their specialism(s) to our planning and operations.
    • Recognize and identify the boundaries of their own specialist knowledge.
    • Collaborate with other specialists to ensure that advice given is appropriate to the needs of the organization.
    • Prioritize and diagnose incidents according to agreed procedures.
    • Investigate causes of incidents and seek resolution.
    • Escalate unresolved incidents.
    • Facilitate recovery following resolution of incidents.
    • Document and close resolved incidents according to agreed procedures.
    • Provide customer service, including technical advice and guidance on all matters related to the successful use of complex products and services.
    • Help customers clarify their requirements and document the conclusions reached.
    • Analyze service records against agreed service levels regularly to identify actions required to maintain or improve levels of service and initiate or report these actions.
  • Database Administration:
    • Prior experience in a call center or in travel is essential.
    • Customer-facing consultancy experience is highly desirable.
    • Knowledge of our corporate business and how they relate to StudentUniverse is essential.
    • Prior Travel Manager experience is desirable.
    • Prior experience in an IT support desk is desirable.
    What We Offer:
    • Culture: We are an inclusive company that offers a team culture like no other in the industry.
    • Development: Individualized Learning & Development pathway options.
    • Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia's leading retailers, health and wellness discounts, financial planning advice, employee share plan, and more.
    • Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance, and more.
    • Flexibility: Monday to Friday week, business hours with flexible/hybrid options.
    • Brightness of Future: Career opportunities in a network of brands and businesses across the globe.
    • Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym.
    • Mental Health: Support and Employee Assistance Program for staff and family.
    • Social: Regular awards nights, social team-building, and industry events, with the opportunity to attend global conferences.
    • Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering, and fundraising; paid parental and volunteer leave.
    • Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment.