Support Analysis

2 weeks ago

Melbourne, Australia Therapeutic Guidelines Full time

With exponential growth in our team over the last 2 years, we are excited to be expanding our Technology Team further this year

We currently have a full-time permanent role available for a **Support Analyst**.

**Responsibilities**

The Support Analyst reports to the Scrum Master and works onsite full time. You will be an integral part of this small and committed team.

Day to day you will;
- Review, prioritise, allocate and respond to all support tickets through the service desk.
- First contact for customer support and team member issues.
- Troubleshoot and provide technical support for internal devices.
- Oversee escalations and liaise with third-party vendors and suppliers, as necessary.
- Review system alerts and take appropriate course of action.
- Contribute to ongoing service improvement of IT operations.
- Administer the Microsoft 365 Tenant including Users and Groups and Azure Active Directory.
- Contribute to and execute technology improvements across the organisation in an agile manner.
- Promote self-service technology use and monitor to ensure high adoption or identify areas for improvement.
- Collaborate with the operational teams to handover completed technology initiatives.
- Drive innovation to solve technical issues and improve efficiency across all teams.
- Develop internal systems documentation
- 2+ years’ experience in a Level 1 and/or 2 technical support roles.
- Experience communicating with internal and external customers.
- Demonstrated ability to work in a Service Desk with ticketing system.
- Experience administering Microsoft 365.
- Experience implementing security controls is desirable.
- Experience in the healthcare sector is desirable.
- Bachelor’s in computer science, information systems, or related STEM field.
- Certifications in cloud technologies is desirable.
- Ability to work well in a team environment both onsite and remotely.
- Well-developed interpersonal skills and ability to communicate at all levels.
- Attention to detail.
- Natural problem solver and proactive approach to work.
- Well-developed organisational skills, including an ability to set priorities and to pursue tasks to completion within prearranged deadlines.
- Open to constructive feedback and suggestions expressed by management and team members.
- Strive for professional development of self and team members.

**Benefits**

Therapeutic Guidelines is conveniently based in West Melbourne and moving into a new purpose-built office shortly. We have a very motivated team and enjoy a social and flexible working environment. An attractive remuneration package is offered, including rostered days off, and access to salary packaging.

Here’s a chance to do something different and make an impact on the quality use of medicines in Australia - come and join us

**Does this sound like you?

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