IT Client Support Analyst

3 days ago

North Sydney, Australia Zurich Insurance Full time

**IT Client Support Analyst**

At Zurich we are proud to embrace a diverse, inclusive culture that enables everyone to feel a sense of belonging. Our environment affirms our values and shapes the way we interact with each other and our customers.
- Creating an equitable, inclusive environment is a Zurich priority for our business and workplace culture
- Zurich is committed to supporting all areas of inclusion for our people, our customers and community
- Our diverse employee networks and ongoing training helps develop a consciously aware community across Zurich

**The Opportunity**

Provides expert first level help desk support for IT issues and service requests, to internal Zurich staff and partners, delivering an excellent customer experience and high ´first call resolution´ in line with departmental service standards

**The Role**
- Provides expert help desk support for IT incidents, problems and service requests related to IT services. Acts as representative of IT technical services to customers.
- Carries out incident triage using the appropriate documentation, resolves incident tickets and/ or fulfills service requests, passing more complex incidents and requests to support. Facilitates closure of incident ticket and service requests using the appropriate tools while meeting or exceeding defined service level expectations.
- Ensures customer satisfaction by responding to incidents and Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
- Records incident and problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
- Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
- Must be able to provide clear, concise, information through written and verbal communications with a high customer focus
- Provide Oncall After Hours support as required
- Provide mentoring & coaching to team
- To follow and take ownership of issues within the Problem Management Process

**Your Experience**
- Several years of technical knowledge of Microsoft technology stacks & infrastructure. (Windows 10; Office 2016, O365), products including Teams, Exchange, Sharepoint & Onedrive
- Good understanding of Citrix, Active Directory & Azure Cloud
- Passion & Drive for emerging technologies that could benefit our customer base
- Good understanding of PC hardware, software, mobile devices, VC equipment and all related peripherals.
- Project management skills, & the ability to deal effectively with people at all levels of the organisation
- ITIL Certification is an advantage
- Microsoft products certifications
- IT University graduates considered
- Prior experience with an Incident Management / Call Logging system. ServiceNow or similar service management platforms
- Basic Project Management Methodologies
- Excellent Documentation and Knowledge base skills and experience

**Zurich is here to support you**

Our diverse culture is designed to involve and inspire everyone to thrive in their roles. We are committed to cultivating an environment where you can share your ideas, initiatives, and energy.

To empower you to be your best, we offer:

- A range of inclusion training
- Support networks through our employee resource groups
- Access to an award-winning online learning platform
- An annual volunteer day

The role is paying a package of $65K to $75K

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