Service Administrator

**About CT4**

CT4 is a global SaaS software company headquartered in Melbourne, Australia. Our Sales, Product & Operations functions are distributed globally with employees in Brisbane, Ballarat, UK, US, and Vietnam.

While our heritage has been private cloud and managed services, since 2017 we have been developing SaaS products to support our existing and prospective customers embrace the possibilities of technology by using their data creatively and intentionally.

We are proud of our products and the success of our organisation, and this was recently externally recognised when we made
- the Australian Financial Review’s 2021 Fast 100.
- received the Veeam Innovation Partner of the Year award for our Cirrus Product
- and through our global distribution agreements with Ingram Micro, Microsoft and IBM.

We are recruiting for a Service Administrator to join our team in our Brisbane office. This is located in Newstead, has parking available and has recently been refurbished providing staff with sit/stand desks and curved wide-screen monitors.

**Position Overview**

You will also perform recurring and ad-hoc administration tasks as directed by the systems and/or the Service Operations Manager.

**Responsibilities**
- Provide excellent verbal and written communications to our external and internal stakeholders
- Logging of Service requests & incidents (IT Support Tickets) using eProcesses
- Assist the Engineering team with managing the lifecycle of IT Support Tickets using eProcesses
- Adhere to defined escalation paths and processes
- Coordination and scheduling of requests and incidents based on technical skill set requirements, SLA’s and customer contractual engagements
- Prioritise and action all incidents and escalate high-level support requests where appropriate and in accordance with Customer SLA’s and Logistics rules
- Diary management for the technical team in alignment with Priorities and customer SLA’s
- Compile, communicate and coordinate various rosters for the Team
- Maintain policies and procedures relating to the role
- Recurring and adhoc administrative duties as directed by the systems and the Service Operations Manager
- Maintain a working knowledge of customer contracts in relation to service delivery processes
- Maintain a very good working knowledge of the Arado service catalogue

**Required Skills**:
**Technical**
- Computer Literacy Skills (essential)
- Effectively use MS Suite of programs including Word, Excel, and Outlook
- Minimum typing speed of 50wpm
- Maintain a very good working knowledge of CT4’s service catalogue and client contracts (on-the-job training provided)

**Non-technical**
- Exceptional customer service orientation to both internal & external stakeholders
- Ability to multi-task and prioritise tasks
- A pleasant and clear phone manner with a professional demeanour
- Display eagerness and willingness to learn
- Excellent organisation and time management skills
- Be able to show initiative and work with Management
- Ability to interact with all levels of staff and customers
- Team player with a ‘can-do’ attitude
- Be well presented with great communication skills, both written and verbal

**Job Types**: Full-time, Permanent

**Salary**: $65,000.00 - $70,000.00 per year

Schedule:

- Monday to Friday

Work Authorisation:

- Australia (required)

Work Location: One location