Customer Service Analyst

2 months ago

Port Melbourne, Australia Stowe Australia Full time

Port Melbourne, VIC

About us….

Stowe Australia is one of Australia’s largest and most diversified electrical and communications companies.  Established in 1910 Stowe is in its third generation of family ownership.  Stowe recognises that our main asset is our people and therefore invests heavily in the development and retention of employees and is considered by the industry as an employer of choice.  This is evident from Stowe’s continued ability to attract and retain quality people in the business. 

About the Role…

Stowe Australia is looking for a Customer Service Analyst providing first-line technical support to internal and external customers, assisting them with hardware and software issues via phone, email, and in-person. This role is crucial for maintaining the efficiency and effectiveness of IT services, ensuring high levels of customer satisfaction and quick resolution of technical issues.

Key Responsibilities…

  • Incident Management - Receive, log, and manage calls from internal and external customers via telephone, email, and service desk software. Provide first-line investigation and diagnosis, resolving incidents wherever possible.
  • Problem Resolution - Troubleshoot and resolve hardware, software, and network-related issues.  Guide users through step-by-step solutions over the phone, via email, or in-person.
  • Customer Support - Deliver excellent customer service, ensuring users are kept informed about the status of their issues and requests.  Follow up with users to ensure that problems have been resolved satisfactorily.  Provide training and support to users on the use of standard hardware and software.
  • Service Requests - Fulfill service requests, such as setting up new user accounts, configuring hardware, and installing software.  Ensure that service requests are completed within agreed timeframes and to a high standard.
  • System Monitoring and Maintenance - Monitor IT systems and services for performance and availability issues.  Perform routine system checks and maintenance tasks to ensure smooth operation of IT services.  Assist with the deployment of new hardware and software, including testing and documentation.
  • Documentation and Reporting - Maintain accurate records of incidents, service requests, and changes in the service desk management system.  Produce regular reports on service desk performance and identify trends or recurring issues. Contribute to the development of service desk policies and procedures

Key Performance Indicators (KPIs):

  • Incident Response time.
  • First Contact Resolution
  • Customer Satisfaction
  • Service Request Fulfillment
  • Documentation Quality

Qualifications:

  • Education - ITIL Foundation certification is highly desirable.  CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or other certifications are highly considered.
  • Experience - Minimum of 2 years of experience in a technical support or service desk role.  Proven experience in supporting IT infrastructure, including hardware, software, and networks.  Experience with IT service management tools and ticketing systems.
  • Skills - Strong understanding of ITIL principles and practices.  Excellent troubleshooting and problem-solving skills.  Strong communication and customer service skills.  Ability to work under pressure and manage multiple tasks simultaneously.  Proficiency with Microsoft Office Suite and common IT support tools.
  • Technical Skills

Essential:

    • Basic skills in managing servers, including user management, permissions, and system monitoring
    • Basic Understanding of networking concepts such as IP addressing, subnets, DNS, DHCP, and VPNs, as well as experience with routers, switches, and firewalls
    • Ability to diagnose and resolve complex technical issues, often involving multiple systems or applications
    • Familiarity with hardware components, peripheral devices, and their troubleshooting
    • Knowledge of security principles, such as anti-virus, anti-malware tools, and best practices for securing systems and data
    • Basic knowledge of M365 applications (e.g., OneDrive, SharePoint, MS Teams,)
    • Familiar with and have some experience with virtualisation
    • Basic Active Directory, administration, preferably troubleshooting multi-server and multi-site replication
    • Experience supporting smartphones and tablet’s including both, iPhones and Android
    • Basic knowledge of M365 administration (Admin centre, security, compliance)
    • Skill in creating and maintaining detailed documentation for issues, solutions, and procedures
    • Capability to train Level 1 technicians and other staff members, providing guidance and knowledge transfer
    • Experience with incident management systems, including tracking and updating tickets, and following escalation procedures
    • Ability to contribute to IT projects, providing technical expertise and support.  Basic network Printer installing and troubleshooting.

Desirable:

    • Routing and switching fundamentals
    • Basic understanding of subnetting
    • Basic understanding of VLANs
    • Basic PowerShell scripting
    • Basic understanding of MS excels Macro Management
    • Experience restoring data from systems such as Shadow Copy and dedicated backup solutions
    • Experience with any of the following products, Fortinet, JAMF Pro, Autodesk, Adobe, Microsoft Configuration Manager, Windows Server, Forcepoint Endpoint, Beyond Trust EPM, Sentinel One, MS Teams Telephony, MS Planner, MS Project, Snipe-IT

Why Join Us?

Competitive salary and profit share.

Dynamic work environment with rostered variable hours, including Saturdays.

Opportunities for professional growth and development.

Must hold the right to work in Australia

Apply Now Be part of a team that values technical excellence and outstanding customer service. Your expertise will help us maintain the efficiency and effectiveness of our IT services.

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