M&s Technical Analyst

**Job no**: 522924
**Brand**: Product and Technology
**Work type**: Full time
**Location**: Queensland
**Categories**: Information & Technology

**Your Responsibilities**:
Application Support

Customer Service Support
- Acts as the contact point for all cases received via phone, chat and via the case queue
- Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate

Consultancy
- Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution
- Identifies, evaluates and recommends options, implementing if required
- Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements
- Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited

Specialist Advice
- Actively maintains knowledge in one or more identifiable specialisms.
- Recognises and identifies the boundaries of their own specialist knowledge
- Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organisation

Incident Management
- Prioritises and diagnoses incidents according to agreed procedures
- Investigates causes of incidents and seeks resolution
- Escalates unresolved incidents
- Facilitates recovery, following resolution of incidents
- Documents and closes resolved incidents according to agreed procedures

Sales Support
- Provides customer service, including technical advice and guidance on all matters bearing on the successful use of complex products and services
Helps customers to clarify their requirements; documents the conclusions reached

Service Level Management
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
- Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions

Database Administration
- Assists in database support activities

**Who you are**:

- Prior experience in a call centre or in travel (essential)
- Customer facing consultancy experience (highly desirable)
- Knowledge of FCTG's corporate business' and how they relate to FCTG
- Prior Travel Manager Experience (desirable)
Prior experience in an IT support desk (desirable)

**What you'll enjoy**:

- ️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Lt

Development: Individualised 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 (Lisbon in 2024)

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
- Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes._

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