Application Support Analyst/ Service Desk Analyst
About Us Civica ( www.civica.com ) is a market-leading specialist in business-critical software applications, digital solutions and managed services that help teams and organisations around the world to transform the way they work.
Civicaâ€™s software and digital solutions are market leaders in their industries and are known globally. In Australia, our software and cloud solutions and services have powered some of the most important organisations in our communities; like schools, libraries, local councils and state agencies, community organisations, and others to help them meet the changing needs of the citizens they serve. Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in.
Want to join us and help continue our mission? About The Role This is an exciting opportunity for an L1 Application Support Analyst to join our Service Delivery Platform (SDP) business unit for our Newcastle location. Our SDP has been established to provide the business and our customers a platform to deliver high quality and expert service and technology offerings. As an Application Support Analyst, you will be responsible for providing 1st line technical support to our customers and resolving tickets whilst maintaining excellent customer service.
Responsibilities Provide technical application support (phone and email) for products and services produced by Civica Provide excellent customer service in line with the Service Desk Charter and Civica Values Investigate, research and respond until completion of tickets Maintain accurate records of work completed, changes made and customer interactions in line with data protection laws and Civica policies Take an active role in leading by example and advocating best practice Provide feedback to improve existing knowledge management and support continuous improvement by providing suggestions to improve our policies, processes, procedures and operations Meet personal and team KPI targets on resolution, processing, SLAs, customer experience, compliance and operational excellence Take ownership of your development by maintaining and developing your customer skills, technical skills and knowledge of current Civica process and procedures About You We are looking for an Application Support Analyst with fantastic problem solving skills, able to adapt and prioritize work, process driven and fantastic customer service skills. You will also have: Up to 1 year experience working within a customer facing Service Desk environment at a 1st line level and have a strong customer service approach Demonstrated ability to build and manage relationships with customers Application and database support experience Educated to Degree Level and/or technical certification in relevant technologies The ability to perform detailed SQL querying to troubleshoot application and database problems would be an advantage Excellent analytical and problem solving technique....