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Technical Analyst

2 months ago

Brisbane, Queensland, Australia Product and Technology Full time

About Product and Technology

Product and Technology is a leading company in the industry, providing innovative solutions to its clients. We are seeking a highly skilled Technical Analyst to join our team.

Job Summary

We are looking for a Technical Analyst to provide expert-level support for our Corporate Technology applications. The successful candidate will be responsible for maintaining and supporting all applications, ensuring smooth operations and prompt issue resolution. Strong communication and stakeholder management skills are essential for this role.

Key Responsibilities

  • Application Support
    • Maintain application support processes and ensure all requests for support are handled according to agreed procedures.
  • Customer Service Support
    • Act as the primary contact point for all cases received via various channels.
    • Respond to a wide range of service requests for support by providing information to fulfill requests or enable resolution.
    • Provide first-line investigation and diagnosis and promptly allocate unresolved issues as necessary.
  • Consultancy
    • Take responsibility for understanding client requirements, collecting data, delivering analysis, and problem resolution.
    • Identify, evaluate, and recommend options, implementing if required.
    • Collaborate with and facilitate stakeholder groups as part of formal or informal consultancy agreements.
    • Seek to fully address client needs, enhancing the capabilities and effectiveness of client personnel by ensuring proposed solutions are properly understood and appropriately exploited.
  • Specialist Advice
    • Actively maintain knowledge in one or more identifiable specialisms.
    • Provide detailed and specific advice regarding the application of their specialism(s) to the organization's planning and operations.
    • Recognize and identify the boundaries of their own specialist knowledge.
    • Collaborate with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organization.
  • Incident Management
    • 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.
  • Sales Support
    • Provide customer service, including technical advice and guidance on all matters bearing on the successful use of complex products and services.
    • Help customers clarify their requirements; document the conclusions reached.
  • Service Level Management
    • Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information.
    • 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
    • Assist in database support activities.

Requirements

  • Prior experience in a call center or in travel (essential).
  • Customer-facing consultancy experience (highly desirable).
  • Knowledge of Product and Technology's corporate business and how they relate to Product and Technology.
  • Prior Travel Manager Experience (desirable).
  • Prior experience in an IT support desk (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 - we promote from within.
  • 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.