Technical Analyst

2 weeks ago

Brisbane, Queensland, Australia Product and Technology Full time
Technical Analyst Job Description

We are seeking a skilled Technical Analyst to join our Product and Technology team. As a Technical Analyst, you will be responsible for providing technical support and expertise to our operational teams, ensuring the smooth operation of our technology tools.

Key Responsibilities:
  • Maintain application support processes and ensure all requests for support are handled according to agreed procedures.
  • Act as the primary contact point for all cases received via phone, chat, and the case queue.
  • 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.
  • Take responsibility for understanding client requirements, collecting data, delivering analysis, and problem resolution.
  • Identify, evaluate, and recommend options, implementing them as required.
  • Collaborate with and facilitate stakeholder groups as part of formal or informal consultancy agreements.
  • Seek to fully address client needs by ensuring proposed solutions are properly understood and appropriately exploited.
  • Actively maintain knowledge in one or more identifiable specialisms.
  • Provide detailed and specific advice regarding the application of their specialism(s) to the organisation's planning and operations.
  • Prioritise 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.
Requirements:
  • Prior experience in a call centre or in travel is essential.
  • Customer-facing consultancy experience is highly desirable.
  • Knowledge of FCTG's corporate business and how they relate to FCTG is required.
  • Prior Travel Manager Experience is desirable, as is prior experience in an IT support desk.
What We Offer:
  • A culture that values inclusivity and offers a team culture like no other in the industry.
  • Individualised Learning & Development pathway options.
  • Exclusive Staff Discounts, including 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, with Monday to Friday week, business hours with flexible/hybrid options.
  • Career opportunities in a network of brands and businesses across the globe.
  • Corporate Health Discounts, including access to 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.
  • Regular awards nights, social team-building, and industry events, with the opportunity to attend global conferences.
  • Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering, and fundraising; paid parental and volunteer leave.
  • 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.

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